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Posted: 02-Jul-26
Location: Towson, Maryland
Type: Full-time
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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.
Responsibilities and Duties
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 management.
Qualifications and Skills
- High School Diploma, or equivalent, with three years of experience providing administrative support.
- Strong Customer Service background.
- Exceptional oral and written communication skills.
Skill in various computer software packages, such as word processing, spreadsheets, database, and presentation programs, Internet, email, and calendaring software. Ability to familiarize and use department industry technology. Ability to organize, prioritize, follow up, be detail-oriented, and track multiple tasks in a high-volume and fast-paced environment. Work efficiently with confidence and minimal oversight. Ability to work cooperatively with others and independently. Ability to compose official correspondence, reports, research, and other complex documents’ providing administrative support to department management; ability to understand and follow oral and written instructions.
Except for qualifications established by law, additional related experience, and formal education in which one has gained the knowledge, skills, and abilities required for the full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.
Salary and Benefits
$46,736 annually and full University benefits that includes annual leave, up to 17 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. When applicable, a 2.5% increase may be added to the annual salary, pending successful completion of the initial six-month probationary period, for this position. To learn more about our benefits, please click here. TU also offers a variety of great perks and discounts, which can be found here.
This position will be open for a minimum of 14 days. For consideration, please submit a cover letter and resume with your online application.
