Description:
Summary of Key Responsibilities (job functions include but are not limited to):
Leadership
- Training of staff for both teams, providing changes to procedures and practices to existing staff.
- Providing full training to new staff including all aspects of the work and setting the attitude and tone required for service to clients.
- Analyze data for reporting that subsequently effects operational decisions and informs policies.
- Responsible for communications with on and off campus groups and the resolution of their issues related to products and services provided by the department.
- Advise on rate and fee changes that are sent forward to the board.
Operations Sustainment
- Responsible for the ongoing operation of all customer administrative functions; permit issuance, waiting list management, visitor parking passes, infraction ticket discrepancies, and ticket appeal administration.
- Maintenance of U of C payroll file for parking to ensure the accuracy of the payroll file, review and resolve any discrepancies once the file is uploaded into PeopleSoft.
- Generating statistical reports as requested by the Director of Parking Services.
- Manage wait list process and procedure in an objective and unbiased manner. Using judgement to provide equitable solutions to issues around the waitlist that provide confidence and integrity to the system.
- Oversee permit issuance process, providing auditing functions to ensure compliance to Parking and University policies along with payment collection.
- Work with customers to understand situations and provide the best solutions for guest parking. Including working with high profile clients and organizations.
- Analyze data from Moneris, Cale, Aims and any other relevant source to provide resolution to customer inquiries or disputes.
- Administer the infraction ticket process. Providing immediate information and decisions to the enforcement staff.
- Oversee the work done by other team members to ensure task completeness and daily goal accomplishment.
- Responsible for providing a safe work environment for the parking customer service team and assist in the inspections of team' work areas and provide improvements or corrections where necessary.
Special Projects
- Review and consider all aspects of the department as part of the planning phase; changes to operation, wording changes on signage, enforcement options and the overall integrity of the system.
- Resolution of outstanding issues in a timely manner.
- Manage consultants/vendors for implementation of recommendations and remediation plan.
- Provide support and work product for initiatives that are generated throughout the year for the department.
Qualifications / Requirements:
- 3-5 years advanced and proven customer service skills in a complex service environment.
- Excellent organizational skills and the ability to share knowledge and work flow with team members.
- Excellent communication skills both verbal and written are a necessity.
- Work in the parking industry or relevant post-secondary education would be an asset.