Customer Service Representative

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 & Operations.

Position Summary

The Customer Service Representative performs a wide variety of front-line customer service to the University community and external clients, including working in the public eye answering questions, giving directions, fulfilling permit requests, and performing other such duties as is consistent with customer service. They will also aid in the coordination of special event parking and liaison between customers, enforcement, and campus safety. This position is responsible for the management, adjudication, and timely response to customers appealing parking citations and 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 guests.
• 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 on 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 in 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 maintain 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 strong 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 the Microsoft Office Suite.
• Valid Colorado Drivers License and insurable by the University of Denvers insurance carrier.
• Pass a Background check.

Preferred Qualifications

• 4 year college degree
• 2-5 years of parking experience including parking management software a