Parking Operations Specialist

The Parking Operations Specialist serves as the vital remote command center contact providing real-time driver support, garage access management, and centralized administration across Highwoods Properties' portfolio. Reporting to the Director of Customer Experience (and guided daily by the Lead Specialist), this dynamic role carries the primary volume for live operational support-actively answering frequent gate calls, monitoring intercom feeds, and delivering immediate assistance to ensure drivers seamlessly enter and exit garages across our markets.

Working in active partnership with local Property Management teams to maintain physical garage hardware and resolve facility access issues, the Specialist manages driver accounts in Smart Park, processes monthly billing, delivers market revenue reporting, dispatches equipment work orders and provides occasional onsite operational support for Raleigh-area locations.

• High-Volume Gate & Intercom Assistance: Serve as the primary remote operator handling a high volume of live gate calls and intercom requests, delivering real-time assistance to drivers entering and exiting garages across Highwoods facilities.
• Remote Access & Equipment Troubleshooting: Remotely resolve gated equipment holds, card reader glitches, barrier arm delays, and digital ticket errors on the spot to maintain uninterrupted traffic flow.
• Frontline Customer Ambassador
  :
  Function as the reassuring voice of Highwoods parking operations, applying de-escalation techniques to turn access errors into positive customer interactions.
• Public & Account Inquiries: Address driver inquiries regarding parking tickets, facility rules, and digital account access via phone, email, and written correspondence.

• Field Team
  
  Collaboration:
  
  Work in close partnership with local Property Management teams in each market, serving as their operational co-pilot for customer parking accounts, validation setup, and local garage issue resolution.
• Hardware Oversight & Work Order Dispatch:
  Continuously monitor automated parking hardware (PARCS, LPR, mobile payment portals), log equipment faults, and dispatch maintenance work orders via Prism to vendors or property engineers.
• Garage Inspections & Reviews:
  Review physical garage inspection reports and open maintenance tickets with Property Managers to support overall facility functionality, cleanliness, and hardware reliability.
• Raleigh Onsite Support:
  Provide occasional onsite support for Raleigh market properties during special events, equipment rollouts, or operational audits.

• Revenue Reporting to Market Teams & Leadership: Prepare and deliver regular revenue reporting to market teams and leadership, providing clear visibility into monthly parking income, volume trends, and budget alignments.
• Smart Park Account Management: Guide monthly parkers through online account setups, credential assignments, billing updates, and digital platform navigation.
• Invoicing & AR Collection: Process monthly parking invoices, audit account changes, and execute collections on past-due accounts receivable (AR) to minimize financial variances.
• Record-Keeping: Maintain detailed, audit-ready electronic records of permit allocations, visitor validations, and equipment revenue collections.

• Monday - Friday Variable Shift Coverage: Rotating shift schedules to cover operational hours (e.g., 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, 9:00 AM - 6:00 PM, 11:00 AM - 8:00 PM, or 12:00 PM - 9:00 PM).
• On-Call & Events: Possible on-call availability and periodic special event parking support
• Travel…