Customer Service Representative; NCS - Parking Authority

Job Summary

The Customer Service Representative (CSR) of the Residential Permit Parking program (RPP) provides customer service to participants of the RPP program. The CSR uses customer service skills and parking‑professional knowledge to assist customers in navigating and participating in the process of acquiring residential parking permits. Assistance is provided over the phone, by email, and in person.

• Reviews new and renewal permit applications to ensure accuracy and completeness for approval and processing of online and in‑person sales.
• Educates the public about permit eligibility and the RPP program process.
• Analyzes citizen accounts and troubleshoots complex scenarios in real time to resolve issues efficiently.
• Provides administrative support for special projects.
• Reviews outreach documents such as flyers shared with RPP community leaders for distribution.
• Interprets city parking laws for understanding and use when applicable.
• Supports issuance of special permits for unique parking situations.
• Coordinates with city agencies, non‑profits, churches, and quasi‑public non‑governmental organizations as needed.
• Supports inventory and permit control by organizing, filing, and stocking permits for easy access and availability.
• Prepares reports to support internal understanding and assessment.
• Maintains organized filing systems using both alphabetical and numerical methods.
• Utilizes and integrates external software relevant to daily operations.
• Handles high‑volume workloads with efficiency, accuracy, and attention to detail.
• Demonstrates flexibility by adapting to changing priorities and performing a variety of tasks that fluctuate daily.
• Performs other duties as assigned.

Education
:
High school diploma or GED required. Additional advanced training beyond high school is required.

Experience
:
Minimum of 2 years of customer‑service related experience.

• Demonstrate exceptional customer service skills to effectively assist various customers, the public, and vendors.
• Provide information clearly to customers to ensure understanding.
• Read, interpret, and verify required documents for residential permits.
• Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Maintain organization, accuracy, and clarity in a fast‑paced work environment.
• Write routine correspondence such as business emails and memos, and reports when required.
• Follow established procedures to ensure consistency and minimize errors.
• Speak effectively before groups of customers or employees of the organization.
• Apply basic mathematical skills, including addition, subtraction, and multiplication using units of American numeral system and currency.
• Read and comprehend simple instructions, short correspondence, and memos.
• Effectively communicate information in one‑on‑one and small group situations to customers, clients, and other employees of the organization.
• Manage tasks in a structured and orderly manner.
• Apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Identify issues and develop solutions in standard situations with limited variables.
• Handle and de‑escalate heightened or sensitive communications from customers or others while maintaining composure and effectiveness in dynamic or high‑pressure situations.
• Work independently and collaboratively as part of a team when required.
• Collaborate with the RPP section team‑members on daily tasks to ensure efficient workflow.
• Be coachable and accept constructive feedback to make necessary performance improvements.
• Ensure workflow efficiency and operational consistency.

• Background check:
  Eligible candidates will be required to complete a Criminal Background Check and/or Fingerprint authorization.
• Probation:
  All persons, including current City employees, must complete a mandatory 90‑day probation.
• Financial disclosure:
  The position requires completion of a Financial Disclosure pursuant to Sections 7‑7,7‑8, and7‑9 of the City Ethics Law within 30 days of hire.

The Parking Authority offers medical, prescription drug, dental, vision, life and AD&D insurance, short‑ and long‑term disability insurance, FSA plan, and additional wellness programs.

Baltimore City Government is an Equal Employment Opportunity Employer. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression, or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly.

Do not attach your request for accommodation to the application.