Customer Service Specialist

Job Summary

Responsible for coordinating counter operations and customer service functions under the general supervision of the Parking Administrative Manager.

• Manage and supervise front counter staff and oversee daily front counter operations.
• Monitor, train, and coach Customer Service Representatives to ensure high-quality service and adherence to departmental standards.
• Provide support to the Parking Administrative Manager by assisting with tasks and projects as needed.
• Respond to complex parking inquiries received via email, phone, or in person from customers, faculty, staff, and students, providing accurate information about citations, customer accounts, and parking policies and procedures.
• Assist with maintaining and updating departmental website content and support the implementation of new customer service technologies and tools.
• Assist with dispatch (e.g., motorist assistance, violation checks, etc.), bagged meter requests, and other parking reservation requests.
• Respond to general email requests as needed (e.g., waitlist, permits, citations, rate changes, etc.).
• Maintain and balance cash drawer as needed.
• The majority of work is performed in a standard office atmosphere. At times, high call volume and multiple customers may create a fast-paced or hectic environment.
• Overtime may be required during football season.
• Perform other related duties as assigned.

• Extreme Cold:
  Occasionally
• Extreme Heat:
  Occasionally
• Humidity:
  Occasionally
• Wet:
  Occasionally
• Noise:
  Occasionally
• Hazards:
  Occasionally
• Temperature Changes:
  Occasionally
• Inclement Weather:
  Occasionally

Occasional outdoor work and remaining in a stationary position for long periods during football season.

• Experience in the parking or transportation industry
• Experience using T2 Parking Management Software
• Five years of experience in customer service, public relations, or related public-facing work and public contact
• Two years of managerial or supervisory experience in customer service or a related field
• Familiarity with the University of Illinois campus streets and parking lots
• Extensive knowledge of office practices and procedures

• Strong knowledge of customer service operations and office procedures
• Knowledge and skills in conflict resolution, performance management, and coaching staff
• Ability to coordinate daily workflow and ensure consistent service standards
• Strong verbal and written communication skills for interacting with staff, customers, and leadership
• Ability to adapt to changing demands and support a positive, collaborative team environment
• Excellent organizational skills and the ability to manage competing priorities
• Ability to remain calm and professional during high-stress or high-volume situations
• Ability to oversee activities within office as needed
• Ability to perform responsibilities with minimal supervision

This is a 100% full-time Civil Service 4809 - Customer Service Specialist position, appointed on a 12-month basis. The expected start date is as soon as possible after 2/5/2026. The budgeted salary range for this position is $53,000 - $55,000 per year. Sponsorship for Work authorization is not available for this position now or in the…