Event & Customer Service Specialist

Salary/Position Classification

• $35,000+ Annual, Non-Exempt (Eligible for overtime)
• 40 hours per week
• 100% Remote Work Availability:No
• Hybrid Work Availability:No

Purpose of Position

The Parking Services Event Coordinator & Customer Service Tech will work as part of a team that is responsible for parking under the jurisdiction of the University of North Dakota. The purpose of the position is to provide exemplary customer service to all UND students, staff, faculty, and customers. This position will also be responsible for delivering accurate parking information to the UND Community, as well as guests in person, through letter and email, and on the phone while maintaining all policies and regulations, including FERPA privacy laws. Other assigned duties will be supporting event parking, coordinating department/external event requests, managing yearly agreements and at times helping out in the field during event parking when we have a shortage.

All Facilities Management positions are subject to callbacks seven day a week, 24 hours a day. Weekend work as required.

Duties & Responsibilities

• Plan, direct and manage front-end daily operations of Parking Services to assure exemplary customer service.
• Train, supervise, and mentor frontline staff.
• Maintain a work schedule to provide adequate coverage.
• Monitor work performances, disciplinary actions and filing incident reports.
• Provide leadership for frontline staff and provide back up when needed.
• Assist customers with parking inquiries or concerns via the phone, email, or in person while displaying a positive and professional attitude.
• Assist customers who have received parking citations through researching, explaining, educating, and answering billing questions relating lo parking.
• Ask questions to effectively diagnose customer needs.
• Effectively communicate parking rules and regulations in all aspects of parking
• Assist customers with meter and visitor pay lot malfunctions
• Support the positive workplace culture of Parking Services by demonstrating the professional conduct and values expected of all employees.
• Use active listening and customer service skills to diffuse various situations. Escalating to management when necessary, in accordance with established procedures.
• Responsible for assigning and selling the proper parking permits to the UND community, contractors, and guests. • Process payments received in office and by mail.
• Reconcile personal drawer daily, solving any reconciliation issues and accurately deposit of departmental funds in a timely manner.
• Research registered owner of vehicles receiving citations on campus and linking them to UND accounts and submit invoices to those that are not linkable.
• Reconcile daily citation transfers and credits with the Student Account Services reports
• Collaborate with departments to ensure a welcoming and inviting experience at UND
• Process event request forms, determine appropriate event charges in accordance with policies and procedures, complete invoicing, and payment processing
• Responsible for maintaining the event email and calendar.
• Create work orders for events and collaborate with Shuttle & Lot Coordinator for proper event execution
• Communicate pertinent event information to parking team.
• Assist assistant manager with communication and outreach efforts
• Assist with department billing for monthly coupon billings and yearly agreements.
• Disperse mail to the appropriate department/person within the Facilities Management area.
• Send out notifications by emails to campus and or the appropriate departments affected by a utility shut off or closure.
• Parking Citation Appeals and Compliance Officer
• Review parking citation appeals daily. Make decisions based on facts, policies, procedures, and circumstances. Elevate difficult or questionable appeals to the Parking Manager.
• Research and gather all the necessary information for the appeals.
• Identify reoccurring citations appeals, develop procedural improvements, and recommend policy changes
• Help ensure accuracy and consistency of citations

Required Competencies

• Superb verbal/non-verbal communication skills, including ability to ask questions to find the underlying issue in order to provide exceptional customer service.
• Ability to use tact and diplomacy to effectively communicate with the campus community and the general public
• Able to maintain a calm, courteous and objective attitude in all situations: able to diffuse adverse situations using negotiation and persuasion skills.
• Demonstrated ability to perform detailed work with a high degree of accuracy and efficiency, using sound judgment and professional integrity
• Ability to learn and use a variety of computer systems and software, including T2, and Microsoft Office Products.
• Strong attention to detail, including the ability to complete tasks timely and accurately.
• Able to successfully and efficiently work independently and as part of a team.
• Excellent multi-tasking, organizational and prioritization skills.

Minimum Requirements

• HS Diploma or GED Equivalent
• 3 years related work experience in a fast-paced, strong customer service, orientated environment. (Up to two years of education can be substituted for two years of experience)
• 3 years of exceptional customer service experience. (Up to two years if education can be substituted for two years of experience)
• 1-year experience with cash management or till systems
• Experience with Microsoft Office Products
• Successful Completion of a Criminal History Records Check.

In compliance with federal law, all persons hired will be required to verify identityand eligibility to work in the US and to complete the required employment eligibility verification form upon hire.This position does not support visa sponsorship for continued employment.

Preferred Qualifications

• Associate's degree in business, communication, or related field.
• Experience with PeopleSoft and T2 Systems.