Dispatcher, Customer Service​/HelpDesk

Current Employees:
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Job Category:

University Staff

Employment Type:

Regular

Job Profile:

Customer Svcs Rep

Job Summary:

The Dispatcher position is in the Division of Facilities Planning & Management (FP&M) within the Department of Transportation Services. Transportation Services is responsible for the coordination and administration of all transportation-related services for the UW campus community.

The Dispatcher is a key member of Transportation Services, serving as the primary point of contact for our clients and customers to ensure a welcoming and supportive experience for all. This role is responsible for answering intercom calls from our gated lot, collecting parking fees at the exit of all gated parking structures and assisting permit holders when having difficulties exiting or entering the parking structure while maintaining the customer service standards of Transportation Services.

The Dispatcher is stationed at the Dispatch office located at UW Hospital to assist permit holders, patients, and visitors to pay for parking and exit the lot, in which anywhere from 20 to 100 customers per shift can need assistance. The Dispatcher will also be responsible for driving a UW vehicle, driving through the Campus parking lots and collecting physical lot counts at various gated lots.

Ongoing/Renewable

Full-Time: 100% FTE

Hours generally scheduled from 10:00 PM to 6:00 AM Monday through Friday. Weekends, holidays and nights are required for this position.

Key

Job Responsibilities:

* Provides exceptional service, answers questions, or provides information in a specific subject area to (internal, external) (customers, donors, stakeholders) based on set material or standards

* Organizes, distributes, and maintains relevant work unit procedures, polices, and updates to ensure accuracy and relevancy of delivered information

* Troubleshoots and resolves issues in a timely and professional manner

* Monitors and maintains work areas and supplies to meet customer and operational needs

* Processes customer transactions and may take payments following established policies and procedures

* Guides and trains staff and student workers

* Effectively complete Remote Cashiering Process with required information forcollection of parking fees, having the ability to enforce collection policieswithin the customer service standards.

* Continuous updated knowledge of UW Parking rules/regulations with effective communication skills to convey this information to the customer.

* Monitor and respond to traffic flow with a high-level working knowledge of T2 parking systems to spontaneously resolve lot traffic issues.

* Coordinate/communicate with customers, staff, and vendors such as PD, Field Services, Enforcement, Gate technicians, etc. This may include open/close parking facilities, returning lots to normal operation, lot counts, communicating gate errors, etc.

Department:

Division of Facilities Planning & Management (FP&M), Transportation Services, Booths Operations

Transportation Services is a department within Facilities Planning and Management (FP&M) on the UW-Madison campus. They serve a variety of customers with a diverse set of parking and transportation needs. Transportation Services is responsible for the coordination and administration of all transportation-related services for the UW campus community.

The Division of Facilities Planning & Management (FP&M) is a full-spectrum service organization that builds, maintains, and operates the physical environment of UW-Madison in the university's education, research, and outreach activities.

Compensation:

$23.00 hourly minimum

* Plus an additional $2.50 per hour for night hours worked between 6:00PM to 6:00AM

* Plus an additional $0.80 per hour for weekend hours worked

* Plus time and a half per hour for hours worked on designated legal holidays

The minimum rate for this position is $23.00, but it is negotiable based on experience and qualifications.

This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund.

For a summary of benefits, please see below for more information:
University Staff Benefits Summary.

Required Qualifications:

* Driver's License Required - Valid and Meets UW Risk Management Standards

* Experience with cash handling, processing payments, resolving issues, and providing information to support customers effectively

* Strong communication skills with the ability to convey information clearly and professionally

* Customer service experience with a diverse range of customers, including varying backgrounds, needs, and communication style

* Ability to work both independently and collaboratively in a fast-paced environment

Preferred Qualifications:

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