Administrative Assistant II, Parking Services

Towson University (TU) has earned distinction as both a top-100 public university and one of the nation's great colleges to work for. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University fosters a climate that is grounded in respect to cultivating the intellectual and personal growth of the entire university community.

Towson University is accepting applications for an Administrative Assistant II role in the Department of Parking & Transportation. This position serves as a primary contact for the day-to-day initial customer interactions (phone calls, emails, walk-ins, chat, scheduling appointments, etc.) including account management, initial research of accounts, assisting management with special projects, and providing general information regarding citations, appeals, directions, and information on campus shuttle routes.

This role has been identified as essential personnel and may require work outside of normal business hours in support of campus events.

Customer Service:

• First initial interaction for customer phone calls, walk-ins, mail letters, chats, and email correspondence on a day-to-day basis.
• Acts as an intermediary for supervisor and/or management, interacting with the campus community, staff at all levels, and the public.
• On a routine basis assist customers with basic level research for customer assistance to include but not limited to: general information regarding citations, appeals, directions, special groups permit requests, etc. The employee will provide assistance and make determinations based on established policies and procedures.
• Responsible for initial appeal decision disputes through customer phone calls, emails, and walk-ins.
• Schedule customer escalation meetings with the appropriate section supervisor and/or management.
• Schedule customer parking exception request-related meetings with the appropriate section supervisor and/or management.
• Schedule meetings as directed by the supervisor and/or management.

Account Management:

• Responsible for processing and handling customer account management requests & concerns at basic level.

Responsible for initial account research and/or updates to determine the appropriate way to handle the situation and complete associated tasks to include but not limited to: 

• Processing and audits of daily system reports.
• Assisting with the issuance of temporary permits. 
• Online ePermit reservation access codes change and/or cancellation requests.
• Obtaining vehicle registration inquiries via the state of Maryland METERS.

Serve as back-up and assume the responsibilities in the absence of both Office Coordinators for the below tasks:

• Citation processing for review and adjudicating basic appeals.
• Process general account updates for special groups such as non-affiliates approved by PTS management.
• Process department guest code requests.
• Assist as a department representative in tabling events on campus.
• Other duties as assigned include but are limited to backup for the front desk operations, assistance with Emergency Preparedness, assistance with special projects as directed by management, and support department events as directed by ma