Customer Experience Coordinator

Position Details

Position Information

Announcement Number STAFF - VA - 26286

For questions regarding this position, please contact:
Kristine Mashaw  kristine.mashaw

Classification Title Program Coord II | Working Title Customer Experience Coordinator | Brief Position Overview

The Parking Experience Coordinator serves as the primary customer service representative for MSU's University Police - Parking and Transportation Services and is often the first point of contact for students, employees, campus visitors, and community members. This position provides customer support related to parking permits, citations, appeals, parking regulations, and account transactions while supporting the daily operations of Parking and Transportation Services.

Position Number 4M0685 | Department Parking Facility Division Administration | Appointment Type Classified | Contract Term Fiscal Year Semester | FLSA Non-Exempt | Union Affiliation FOCUS-MFPE | FTE 1.0 | Benefits Eligible | Eligible Salary Starting at $24.00 per hour, commensurate with experience, education, and qualifications | Contract Type Classified | Salary If other, please specify | Recruitment Type Open

This position is a member of the Parking and Transportation Services' Customer Experience Unit within the Montana State University Police Department. The person in this position will perform all customer service duties, coordinate the unit's citation appeals process, and provide administrative support. Performs of customer service functions in person, over the phone, and by email, including the sale of parking permits, payment of parking citations, and responding to general inquiries.

• Issue parking permits and receive payments for citations.
• Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes.
• Answer inquiries and questions in person, over the phone, and by email.
• Answer questions regarding parking rules and regulations with accurate information to best serve customers.
• Correspond with customers who need parking permits (on and off campus).
• Utilize various programs, i.e.:
  Microsoft Office Suite, T2.
• Data entry and verification.
• Maintain accurate databases and various digital and paper records.
• Screen citation appeals for recommendations to the appeals board.
• Schedule and conduct monthly appeals board meetings.
• Prepare appeals dockets.
• Apply results and send letters.
• Assist with administrative duties such as mass notifications and customer correspondence.
• Website design and maintenance.
• All other duties as assigned.

• Two years of progressively responsible customer service or administrative experience in a high-volume public-facing environment requiring interpretation and application of policies, procedures, rules or regulations.
• Demonstrated experience professionally addressing customer complaints, resolving customer concerns, and de-escalating difficult interactions.
• Experience maintaining accurate records and performing detailed data entry.
• Experience handling cash, processing payments, reconciling transactions, or performing comparable financial functions.
• Demonstrated ability to communicate detailed or complex information clearly and professionally, both verbally and in writing.
• Demonstrated ability to prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and timely service.

• Experience providing services in a higher education or public-sector environment.
• Experience using database or customer account systems to manage transactions, payments, or records.