Customer Support Supervisor, Parking Services

WHY UT SOUTHWESTERN?
With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career! 

JOB SUMMARY
 The Parking Services Supervisor oversees daily customer service and operational activities for Parking Services, providing team leadership, staff coaching, performance management, and workload coordination. This role ensures high-quality service delivery by managing staffing coverage, monitoring ServiceNow ticket activity and call performance, responding to customer inquiries, and communicating parking policies to the university community and visitors. The position also supports departmental planning, reporting, process improvements, and strategic initiatives while serving as a key operational resource to the Parking Services Manager. Flexibility in work schedule is required to support departmental needs.

BENEFITS
UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education
  High School Diploma or equivalent. 
   

• Experience
  5 years experience in customer service or related field. 
   

JOB DUTIES

• Provides day-to-day operations of a team of two or more representatives that receive customer services inquiries and problems via the telephone or email. Directs and supervises and evaluates work flow.
• Hires, trains, and develops Customer Support staff to ensure growth and improved performance.
• Ensures appropriate staff levels using forecasted level of activity. This includes seasonal and other issues that impact call levels such as tax season, payday, major procedural changes, etc. Coordinates work activities to achieve the volume expected to meet operational requirements.
• Work with upper management to develop and implementation of measurement criteria and metrics. Monitor and report on daily/weekly operational metrics/statistics to ensure appropriate delegation and timely resolution of customer issues.
• Keeps abreast of current policy and procedural changes. Recognizes and recommends operational improvements.
• Makes hiring recommendations and conducts performance appraisals. Develop training programs and refreshers as needed.
• Functions as back-up to representatives and all duties as needed.
• Performs administrative tasks when needed.
• Performs other re