Operations Center Coordinator

About the Job

PTS Operations Center Coordinator (1897 – Program/Project Specialist) Parking and Transportation Services Position Description University of Minnesota

Parking and Transportation Services is a self‑supporting unit of the University of Minnesota within Auxiliary Services. The department is responsible for the administration, operation and maintenance of reliable and efficient transportation services on the Twin Cities campus including transit, parking, fleet, streets, walkways and way‑finding. PTS supports alternatives to the single‑occupant vehicle and promotes programs to encourage the University community to walk, bike, carpool, or take the bus.

The department handles compliance documentation for all University vehicles or licensed equipment and administers the fuel credit card, vehicle insurance and safety, and employee driver training programs.

Facilitating safe and effective integrated transportation systems that provide services for pedestrians, bicycles, transit and vehicles.

• 70% Customer/Parking Operations Support:
  Contract Administration – Manage faculty, staff, student, departmental, and vendor parking contracts.
• Create, transfer, and cancel parking contracts.
• Check eligibility, verify facility availability, collect customer personal information as needed, and manage parking credentials.
• Oversee and process contracts and credentials.
• Analyze parking usage.
• Verify contracts, check parking history, and troubleshoot contract issues.
• Manage contract wait lists.
• Manage transit pass program. Perform credential maintenance in the PTS parking revenue control system. Perform financial analysis, respond to customer billing questions. Partner with the accounting/finance staff to resolve customer service issues.
• Process credit card payments following PCI DSS compliance requirements.
• Ensure contract copies, transaction receipts, cash/check payments are available for finance review.
• Ensure proper cash handling procedures are followed.
• Reconcile cash drawer at end of day.
• Assist finance staff with collecting fees, initiating or halting payroll deduction requests, and processing cancellations and refunds.
• Respond to enforcement inquiries and complaints. Escalate to the Department of Public Safety when necessary.
• Assist, troubleshoot, and communicate with customers.
• Use Google suites to document and manage operational issues.
• Receive, process, and create electronic parking validation and voucher requests.
• Troubleshoot issues with parking validations.
• Analyze data to support and maintain the best control possible at parking facilities.
• Use PARCS to adjust space count and access system.
• Monitor video system for issues and maintenance concerns in University parking facilities.
• Provide direction and training/orientation to student supervisors.
• Coordinate efforts to operate and maintain facilities.
• Act as primary contact from operations to maintenance office to follow‑up on status of repairs and malfunctions of equipment as reported by operations staff in the field.
• Report maintenance issues using the computerized maintenance system and monitor the resolution progress.
• Report and log automated pay machine malfunctions.
• Parking Maintenance – Receive and process customer/staff requests for facility maintenance/repair. Determine workflow for issue resolution, including entering work orders into Tririga and assigning tasks to Facilities Management and/or PTS maintenance.

• 15% Transit Operations Support
• Schedule and cancel Paratransit rides.
• Receive, process, distribute, and cancel electronic transit pass orders.
• Implement ordering processes and resolving issues.
• Assist with financial analysis to answer customer billing questions. Resolve customer service issues.
• Answer customer questions and provide guidance regarding the campus transit services.
• Utilize Metro Transit website to assist customers with Metro Transit products and services and/or redirect as needed.

• 10% Program Support – Partner with PTS leadership in implementing quality control procedures and performance measures to ensure a high level of customer service and appropriate implementation of PTS programs and services.
• Participate in…