Customer Service Representative (NCS) - Parking Authority

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$15.00 - $30.00 / Hourly

Starting Pay:

$15.00 – $26.80 /Hourly

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team!                                

Job Summary:  

The Customer Service Representative (CSR) of the Residential Permit Parking program (RPP) serves to provide customer service to participants of the RPP program. The CSR utilizes customer service skills and professional parking knowledge to assist customers navigate and participate in the process of acquiring residential parking permits. Assistance is provided over the phone, over email and in person.

Essential Functions:

• Reviews new and renewal permit applications to ensure accuracy and completeness for approval.
• Educates the public about permit eligibility and the process of the RPP program.
• Performs community outreach to provide education and resources about the RPP program.
• Maintains relations and open communications with the 46 community groups that partner with our agency on their Parking Plans.
• Maintains permit program database; prepares, processes and balances daily work sheets for deposits by the following business day; review permit applications and sells permits.
• Assists manager with support of special projects.
• Runs custom reporting for special projects within the permit management system; reviews outreach documents reaching tens of thousands of customers annually; reviews and interprets city parking laws; organizing and formatting data for specialized use such as GIS mapping & SQL data table importing.
• Supports work to issue special permits for unique parking situations.
• Coordinates with city agencies, non-profits, churches and quasi-public nongovernmental organizations.
• Supports inventory and permit control by organizing, filing, and stocking permits for easy access and availability.
• Sets up reports to facilitate understanding and ensure clarity for in-house assessment.
• Performs other duties as assigned.

Minimum Qualifications:         

Education: High school diploma or GED equivalent. Additional advanced training beyond high school required.

AND 

Experience: Have 2 years or customer service-related experience.

Knowledge, Skills, & Abilities: 

• Customer service skills to assist various customers, public, and vendors.
• Ability to provide information clearly to customers to ensure understanding.
• Ability to read, interpret and verify required documents for residential permits:
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine correspondence such as business emails and memos, and when required, reports.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add and subtract two-digit numbers and to multiply with 10’s and 100’s.
• Ability to perform these operations using units of American money, weight measurement, volume, and distance.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to manage and develop solutions to problems involving few concrete variables in standardized situations.
• Knowledge, skills, and ability to handle and deescalate heightened communications at times from customers or others.

Physical Requirements:

This position is in an office environment conducive to regulated office temperatures and lighting. The noise level can become moderate. Most of the time is spent sitting; however, the employee has discretion about walking, standing, etc.