The Department of Facilities Management supports the mission of the University
of Denver's physical resources in order to provide a healthy and safe
educational environment for campus community through services of the
departments of Capital Projects and Planning, Facilities Management,
Parking & Mobility Services, Auxiliaries & Real Estate, and Business
& Operatio
Position Summary
Performs a wide variety of front-line customer service to the University
community and external clients. Works in the public eye answering questions,
giving directions, fulfilling permit requests, and performing other such
duties as is consistent with customer service. Will also aid in the
coordination of special event parking and liaison between customers,
enforcement, and campus safety. Responsible for the management,
adjudication, and timely response to customers appealing parking citations.
May assist in training new office or field personnel.
Essential Functions
In addition to following the University of Denver's policies and
procedures, principal responsibilities include, but are not limited to:
- Performs a wide variety of front-line customer service to the University
community and external clients. Greets and provides information and materials
to faculty, staff, students, and guests of the University. Completes
customers request for services such as selling a wide variety of parking
permits, paying parking citations and appealing parking citations. Fosters
positive working relationships with faculty, staff, students, and
University gu
- Performs daily activity of the office operation including but not limited
to: answering multiple phone lines, performing a wide variety of data
entry (i.e., customer permit purchases, citations issued by Officers,
and citation payments), responding to customer account inquiries, typing
routine correspondence, processing mail, duplicating, collating and
distributing department material, and making recommendations on purchases to
ensure office supplies and equipment service requests are made.
- May train other office or field personnel in duties and skills associated
with customer service.
- Act as an intermediary with the public. Must be able to address customers
complaints in a professional manner while taking the necessary customer
service action. Resolve billing disputes and keep track of accounts that are
overdue and attempt to collect payment.
- Record all transactions in Power Park FLEX and ensure accuracy of billings.
Post transactions to a financial database and reconcile computer reports with
operating reports from FLEX.
- Prepares, compiles, sorts, files and maintains confidential customer
files (paper and electronic). Documents the quantity and quality of
services provided to customers and maintains the spreadsheet that records the
statistics.
- Receives, adjudicates, and responds to customer citation appeals.
- Works closely with the coworkers to monitor and improve upon daily office
operations, includes the implementation of new technologies and operational
techniques to ensure consistency and efficient office business practices.
May work in coordination with the Parking Manager of Customer Service to
ensure accuracy of the master parking calendar and performs Special Events
duties in the absence of the primary.
Knowledge, Skills, and Abilities
Ability to read and interpret documents such as safety rules, operating
and maintenance instructions and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers, students or
employees for the organization.
- Ability to work in a team-oriented environment that requires individual
thought and initiative.
- Capable of facilitating the interactions and diverse needs of a complex
organization.
- Ability to maintain professional standards of conduct during stressful and
often emotional situations.
- Possess st ong oral and written communication skills.
- Superior customer service skills a must.
Must pass a complete background check with a clean record, no criminal
record or felony convictions.
Required Qualifications
High school Graduate
- 2 years in a customer service/billing position and/or scheduling features.
- Working knowledge of Microsoft Office Suite.
- Valid Colorado Driver's License and insurable by the University of
Denver's insurance carrier.
Pass a Background check.
Preferred Qualifications
4-year college degree
- 2-5 years of parking experience including parking management software and
ecommerce
- Proficient knowledge of the Microsoft Office Suite
Knowledge of University parking operations, knowledge of T2 PowerPark
Flex, knowledge in BANNER university software
Working Environment
Standard office environment.
- Unexpected interruptions often occur, and stress level is moderate to high.
- Noise level is quiet to moderate.
There are occasions where the employee will be exposed to outdoor weather
conditions.
Physical Activities
Ability to sit in front of a computer for an extended period.