Administrative Assistant II, Parking Services

Customer Service:

* First initial interaction for customer phone calls, walk-ins, mail letters, chats, and email correspondence on a day-to-day basis.

* Acts as an intermediary for supervisor and/or management, interacting with the campus community, staff at all levels, and the public.

* On a routine basis assist customers with basic level research for customer assistance to include but not limited to: general information regarding citations, appeals, directions, special groups permit requests, etc. The employee will provide assistance and make determinations based on established policies and procedures.

* Responsible for initial appeal decision disputes through customer phone calls, emails, and walk-ins.

* Schedule customer escalation meetings with the appropriate section supervisor and/or management.

* Schedule customer parking exception request-related meetings with the appropriate section supervisor and/or management.

* Schedule meetings as directed by the supervisor and/or management.

Account Management:

* Responsible for processing and handling customer account management requests & concerns at basic level.

Responsible for initial account research and/or updates to determine the appropriate way to handle the situation and complete associated tasks to include but not limited to:

* Processing and audits of daily system reports.

* Assisting with the issuance of temporary permits.

* Online ePermit reservation access codes change and/or cancellation requests.

* Obtaining vehicle registration inquiries via the state of Maryland METERS.

Serve as back-up and assume the responsibilities in the absence of both Office Coordinators for the below tasks:

* Citation processing for review and adjudicating basic appeals.

* Process general account updates for special groups such as non-affiliates approved by PTS management.

* Process department guest code requests.

* Assist as a department representative in tabling events on campus.

* Other duties as assigned include but are limited to backup for the front desk operations, assistance with Emergency Preparedness, assistance with special projects as directed by management, and support department events as directed by management.

* High School Diploma, or equivalent, with three years of experience providing administrative support.

* Strong Customer Service background.

* Exceptional oral and written communication skills.

Skill in various computer software packages, such as word processing, spreadsheets, database, and presentation programs, Internet, email, and calendaring software. Ability to familiarize and use department industry technology. Ability to organize, prioritize, follow up, be detail-oriented, and track multiple tasks in a high-volume and fast-paced environment. Work efficiently with confidence and minimal oversight. Ability to work cooperatively with others and independently.

Ability to compose official correspondence, reports, research, and other complex documents' providing administrative support to department management; ability to understand and follow oral and written instructions.

Except for qualifications established by law, additional related experience, and formal education in which one has gained the knowledge, skills, and abilities required for the full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.