Parking Services Customer Service Representative

Apply now Job no: 507913
Classification:Safety Services Parking 1
Grade:Grade 75
Work type:Staff Full-time
Administrative Unit:University of Alaska Anchorage
School/Business unit:VCAS Financial Services
Location: Anchorage
Categories: Law/Enforcement/Compliance, Office/Clerical, Other

Position Summary:

This position is responsible for providing superior customer service related to all areas of Parking Services. Qualified candidate will resolve customer conflicts by applying parking policies and procedures in a constructive manner. Candidate must have the ability to effectively relay information by a variety of methods to explain directions, rules, and regulations. This position occasionally calls for work in inclement conditions, and standing for several hours at a time. Candidate must be able to complete data entry using a computer.


10Maintain accurate records of all daily transactions- prepare accurate deposits, process journal vouchers, post payments in iParq. Process over-the-counter transactions and payments received for permits and citations. Research and correct data entry errors, respond to audit inquiries, maintain confidentiality of information, accept and process faculty appointment letters, payroll deduction forms, and final appeals.Essential
20Customer Complaint Resolution- Daily interaction with customers who have been issued citations and extensive responsibility for resolving customer issues. Research citation information using proprietary software and online tools. Provide customer with information regarding citations issued and photo evidence when available. Educate customers about appeals process and maintain composure in an environment with high potential for conflict.Essential
25Account Reconciliation- Verify and reconcile all sales, citation and permit transactions according to administrative policies and procedures. Transfer delinquent payment information to cashiering for processing, request creation of student accounts for collection action, follow-up on outstanding appeals and perform timely transfer of all outstanding collectible fees. Perform weekly cash collection in the absence of available enforcement staff.Essential
30Deliver Customer Service - Be first point of contact for permit sales, parking citation collection, policies and procedures information, parking appeal guidance, and promotion of services offered (Seawolf Shuttle, U-Pass program, escort and vehicle unlock services, etc). A positive attitude and ability to multi-task are essential to success in this position. Foster customer-oriented atmosphere while maintaining professional demeanor in all service venues. Answer incoming calls, email inquiries, and mail correspondence concerning Parking Services- resolve or refer to appropriate person for timely resolutionEssential
5Coordinate and represent parking services at outreach events- Manage materials and departmental outreach for campus events, including potential interaction with all segments of the community. Coordinate with enforcement to provide parking arrangements for special events regarding signage, dissemination of information, reserved spaces, parking waivers and closure notices.Essential
5Maintain department inventory of office supplies, permits, printed forms, campus maps, informational brochures, bus schedules, U-Pass program materials. Place orders and receive deliveries including daily mail, inter-campus mail, and fax transmissions. Update department webpage and social media as needed. Occasional other administrative duties may be assigned as needed.Essential
5Working knowledge of UAA building names, campus features, parking lots & parking structure locations. Ability to give oral directions to/ from and around campus using cardinal directions and/or landmarks. Cross-train within department to learn Call Team Officer duties, 10-codes, pay station locations, phonetic alphabet, and Banner codes.Essential

Parking Services is responsible for issuing parking permits and enforcing university parking rules and regulations on the UAA Main Campus.
Parking Services strives to provide adequate parking for all constituents & works with other campus departments to maintain safe, well-lit parking lots, parking garages, pedestrian multi-use trails and campus bus stops. Parking Services manages all aspects of campus access including parking permit sales, parking enforcement, the UAA Safety Services Call Team, alternative transportation programs and funds the Seawolf Shuttle through collection of a student transportation fee.
This position will work primarily with the campus community to provide superior customer service related to all aspects of Parking Services. To be successful in this position, an applicant should:  

Have knowledge of, or be able to learn
Federal laws and regulations (FERPA)
Alaska statutes and administrative codes
Municipal ordinances
University administrative policies and procedures
Auxiliary budget guidelines and procedures
PCI Compliance

Qualified candidate must be able to obtain security clearance within 90 days of hire for access to Alaska Public Safety Information Network.

Ideal candidate has minimum 6 months experience with cash handling, inventory control, computer hardware/software skills and minimum 1 year customer service experience with conflict resolution and negotiation experience preferred.

Minimum Starting Hourly Pay: $16.99



Advertised: Alaskan Daylight Time
Applications close: Alaskan Daylight Time

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