Customer Service Representative II – Parking

General Statement of Job

The Parking Services Representative II performs advanced customer service functions related to parking operations, serving as a senior representative for resolving complex customer inquiries and account issues, and supporting the efficient operation of the division. The position handles higher-level tasks than the Parking Services Representative I, including processing and maintaining customer accounts for parking citations and permits, reconciling revenues, and generating reports to support the parking management system.

Work involves frequent, high-volume interaction with the public in person, by phone, and through digital platforms, requiring professionalism, tact, and effective problem‑solving. Duties include specialized customer service and account management functions, with emphasis on serving as the subject‑matter expert for the City’s parking management software. Responsibilities include accounting, collections, data entry to maintain accurate customer and vehicle records, posting of daily transactions, generating reports, and assisting staff in resolving system‑related questions and discrepancies.

An essential aspect of this role is active participation in customer relations activities, resolving complex questions, problems, and complaints with tact and courtesy. The position requires the exercise of initiative and independent judgment in problem‑solving. Work is reviewed by the Parking Services Manager through conferences, direct observation, analysis of reports and records, and reports received from customers and others.

• Participates in billing, collections and customer service activities. Customer service activities include handling more difficult problems and complaints by e‑mail, telephone and personal contact with customers. Receives requests for and provides information relating to the parking operations to other City departments and outside agencies.
• Receives correspondence pertaining to customers and prepares the preparation of replies to correspondence;
  Reviews daily reports of parking transactions, reviews and prepares monthly reports. Participates in resolving problems with banks concerning deposit and credit card discrepancies.
• Oversees the issuance, renewal, and cancellation of parking permits, including reviewing resident applications for accuracy, ensuring compliance with eligibility requirements, troubleshooting permit‑related issues, and assisting residents with replacement permits. Performs data entry activities to update customer, vehicle, and permit information.
• Provides professional, accurate and timely customer service information relating to City parking programs and fees to the public.
• Communicates information and coordinates activities with field staff using standard communication equipment.

• Accounting, billing, and collection procedures.
• Business practices, methods, and equipment, including computerized billing and account systems.
• Modern techniques for responding to and resolving customer questions, problems, and complaints in a tactful and courteous manner, often under difficult circumstances.
• Laws, rules, and regulations controlling fiscal record keeping, billing, collections, and related business practices.
• Parking citation rules and regulations, including the ability to determine the validity of a parking citation.

• Use of a variety of Microsoft Office Suite products to include Word, Excel, and Outlook, at an intermediate level.

• Respond tactfully and courteously to customers and the general public and to answer questions, resolve problems and complaints successfully.
• Operate computerized billing and collection equipment and other standard office equipment; and to perform mathematical calculations rapidly and accurately.
• Maintain records, assemble and organize statistical data and prepare complete and accurate accounting reports and statements.
• Express oneself clearly and concisely, orally and in writing.
• Establish and maintain effective working relationships with other coworkers, customers, representatives of outside agencies and the general public.
• Assist CSR…