Position Number: 010230

Department: Business Services (Adm)

Employment Type: Permanent - Full-time

Months Per Year: 12

Essential Duties and Responsibilities:

• Answer eight phone lines for Parking & Transportation Services that include regular phone lines, deck payment stations, and transit.
• Monitor and respond to radio traffic from parking enforcement employees and transportation drivers.
• Be familiar with the entire campus including building locations and all parking areas.
• Know what parking permit is required for each area and understand restrictions and exceptions for each lot or deck.
• Provide directions to all parking areas and campus buildings upon request.
• Recommend parking options that make sense for each individual situation including payment options available.
• Assist customers attempting to make payments in visitor parking areas with various issues including malfunctioning equipment, lack of payment and general directions to operate the machine.
• Provide accurate football and other special event parking information including purchasing parking permits and different options for tailgating events.
• Update records as requested from customers which includes verifying information in NC DMV database and Banner.
• Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed.
• Maintain accurate logs of malfunctioning meters, equipment and other issues which are reported.
• Accurately enter notes into citations and permit records which may be helpful for appeal decisions and collection purposes.
• Able to remain calm under stressful situations.
• Able to research and link vehicle records to current students using NC DMV, parking permit software and Banner Student Accounts using all records to obtain link of address, parents name, etc.
• Able to effectively operate parking equipment management software to remotely open and lower deck gates, identify issues with equipment from alarms and report to appropriate person, re-tune equipment loops, verify permit access to determine equipment failure, verify permit access history, and send fees to exit verifiers or Pay on Foot stations as needed.
• Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers and supervisors regarding employee status, permit verification, vehicle update, and authorize citations as needed upon verification of appropriate records

Minimum Experience / Education:

Preferred Education Skills and Experience:

• Graduation from High School or completion of its equivalency.
• Two (2) years Full Time Customer Service experience and office/clerical work experience or an equivalent combination of training/experience.
• Knowledge of SKIDATA, License Plate Recognition, and AIMS parking systems desired.
• Experience working in college/university setting desired. Familiarity with UNC Charlotte campus preferred.
• Experience using a phone system in a call center environment with multiple lines that includes features such as call waiting, call hold, call transfer, etc. is preferred.
• Must be able to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary. Two-way handheld radio and 10 code experience preferred.
• Proficient in using a computer with intermediate skills in MS Office Suite (Word & Excel), Google Docs/Sheets and Gmail.
• Ability to learn industry-specific software.
• Proficient computer skills working with multiple computer programs simultaneously with accurate data entry both handwritten and computerized will be necessary for position.
• Excellent customer service skills, able to respond with prompt and courteous service at all times even in challenging and difficult situations.
• Ability to work independently, managing job duties and responsibilities in absence of oversight.
• Strong attention to detail is necessary for position.
• Excellent communication skills, both written and verbal.

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About The University of North Carolina at Charlotte

UNC Charlotte is North Carolina's urban research institution. Our campus is located in the piedmont of North Carolina, just two hours from the mountains and three hours from the Atlantic Ocean. A large public university with a small college feel, more than 27,200 students consider UNC Charlotte’s 1,000-acre campus their home away from home.

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