Parking Services Call Center Representative

Parking Services Call Center Representative

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Logistics, Transportation & Parking is seeking two part‑time Customer Service Representatives to act as Call Center Representatives for Parking Services.

Facilities & Operations is a positive organization dedicated to the principles of being respectful, collaborative, solutions‑based, and proactive.

• Answer phone calls from the Parking Services phone line regarding parking and parking permit options (customer service calls)
• Answer phone calls and intercom calls from parking customers who need assistance at parking gates (gate assistance calls)
• By the use of software, triage phone calls:
  Investigate nature of call, root cause, potential solutions, and communicate with customers on the best course of action moving forward
• Answer radio and phone calls from parking staff and dispatch parking staff to broken parking equipment, maintenance issues, or other needs on campus
• Provide data entry for parking services related services and information
• Create and distribute parking validations to customers
• Assist customers with questions regarding parking and transit options. Provide customers with options based on parking availability, shift start/end times, work location, and location from which the customer commutes. Customers will be assisted via email, phone and intercom
• Monitor and report suspected unauthorized parking activity
• Assist parkers over the phone with use of parking equipment to assist them with the transaction
• Other duties as assigned by supervisor or manager

• Previous experience in a call center environment or taking a large number of phone calls for an organization.
• Excellent written and oral communications skills, as you will serve as a representative of the organization to internal and external customers. Email correspondence (grammar) and ability to expediently and accurately respond to customers is a must.
• Minimum of three years of professional experience, including customer service experience.
• Attention to detail as well as sound judgment and the ability to problem‑solve effectively within appropriate guidelines and parameters.
• Highly developed organizational skills, along with experience and competence utilizing and leveraging technology.
• Must adhere to a high standard of personal and professional conduct; possess a dedication to excellent customer service, interpersonal skills, and have a demonstrated ability to interact with a diverse population.
• Must be an active team player with the ability to work independently; possess strong prioritization skills; ability to handle multiple responsibilities in a fast paced environment, and demonstrated problem solving skills.
• Reasonable clerical experience, including MS Word, PowerPoint, and Excel. Must have an excellent phone demeanor and ability to think on your feet.
• Typing speed of at least 40 wpm.
• High school diploma or equivalent.

• Significant preference given to candidates with knowledge of the University of Michigan parking and transit system (knowledge of bus routes, parking lot fill times, etc.) as well as the AAATA bus system.
• Someone who frequently uses alternative transportation is a plus.
• Experience with Commend and/or Amazon Connect.
• Strong knowledge/functional use of Google (email, Google Drive, etc.)
• Graduation from an accredited college or university with an associates degree in business, marketing, transportation, or related field and/or an equivalent combination of education and experience.
• Knowledge of University policies and procedures.

Available shifts:
7 am to 3:30 pm Wednesday, Thursday, Friday
6:30 pm to 6:30 am Saturday and Sunday (Monday morning)
Coverage for holiday/season days if interested.

This position is required to work on campus during training. Training will be held M-F during normal business hours. Weekend shifts…