Position Number: 010231

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
• Log attendance and status of 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:

• Demonstrated customer service and communication skills, including the ability to effectively assist customers by phone, provide directions, explain parking and transportation policies, and resolve service-related issues.
• Ability to learn, interpret, and apply complex parking and transportation regulations, permit requirements, campus geography, and special event procedures while providing accurate information to customers and staff.
• Experience using computer systems and technology to enter records, maintain logs, research information, monitor equipment, and manage operational databases with a high degree of accuracy and attention to detail.
• Ability to monitor and coordinate multiple communication channels simultaneously, including telephone systems, radio traffic, cameras, and parking equipment systems, while prioritizing tasks in a fast-paced environment.
• Ability to remain calm, exercise sound judgment, and make informed decisions under pressure while supporting field personnel, transportation operations, and customer service activities.

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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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