Customer Service Coordinator, Parking Services - Limited Term

Customer Service Coordinator, Parking Services - Limited Term
Tracking Code:  req
2052

Faculty/Department:  Office of VP, Administration

Number of Positions:  2

Appointment Type:  Limited Term 9 months

Hours of Work:  35 hours per week

Salary Range:  Level 7 – Starting Salary, Step 1: $68,930

Posting Date:  May 22, 2026

Closing Date:  June 12, 2026 (7:00 pm EST)

Job Summary
The Customer Service Coordinator serves as the first point of contact for all parking, Ucard, and UPass-related inquiries, providing front‑line support in person, by phone, and via email. The role manages day‑to‑day transactions such as permit processing, Ucard/UPass issuance, responding to inquiries, and resolving routine issues. Responsibilities also include monitoring intercoms and camera systems, handling first‑level parking‑related complaints and parking citation appeals, assisting with citation collections, and liaising with field staff in parking lots via radio.

More complex matters are escalated to Management in accordance with established procedures.

Major

Duties & Responsibilities
1. Responsibility:
Parking and Card Services Administration

Carry out daily operations of the Ucard/UPass program, including card production, distribution, troubleshooting and system support to ensure a smooth user experience.

Process parking transactions (permits, fines, fees), issue permits, and maintain accurate customer and payment records in compliance with departmental procedures.

Maintain supply inventory, equipment, and program resources, and coordinate with vendors for technical support and issue resolution.

Monitor data accuracy, maintain audit controls, and support reporting and analysis to inform decision‑making.

Collaborate with students, staff, and campus partners to ensure effective service delivery and continuous improvement.

2. Responsibility:
Customer Service

Provide front‑line customer service for Parking and Ucard inquiries (in person, phone, email).

Deliver clear information on parking policies, permits, payments, and Ucard accounts; assist with basic campus way finding.

Resolve routine issues and troubleshoot customer concerns, escalating complex matters to supervisors or specialists as needed.

Coordinate with vendors for technical support, including logging tickets and managing service requests.

Maintain records of interactions and support KPI tracking and reporting.

3. Responsibility:
Communications and Events Support

Execute communications plans to promote unit services.

Collaborate with internal partners and stakeholders to execute joint communications.

Assist with monitoring and directing traffic during special events or peak periods.

Set up and remove event signage, cones, and barricades as required.

Support visitor parking operations, including assisting with pay stations or mobile app issues.

Provide feedback to supervisors regarding operational needs or service trends.

4. Responsibility: IT and Systems Support

Perform basic troubleshooting on Ucard, UPass and parking equipment, payment kiosks, permits, and account systems.

Report system failures or equipment malfunctions promptly to supervisors or technical services.

Document issues and follow reporting protocols.

5. Responsibility:
Team Support

Contribute to team meetings, training sessions, and operational planning.

Take notes for team meetings.

Participate in continuous improvement initiatives.

Education

Completion of a two‑year post‑secondary diploma.

Program relating to business or IT preferred.

A Bachelor’s degree would be considered an asset.

A combination of education and experience may be considered.

Experience

One to three years’ experience working in a high‑volume, customer service environment.

Experience working within a university setting would be preferred.

Experience working with campus systems, ideally in a Card Office or Parking Office.

Knowledge

Excellent systems knowledge (e.g., Banner, Google Suite, Microsoft Office Suite, IBM Cognos Analytics).

Experience using Touch Net One Card VIP, Cloud Card, Cascade Content Management System (CMS) preferred.

Familiarity with parking equipment, payment collection devices and permit management software.

Skills

Excellent customer service skills…