Customer Service Specialist

Customer Service Specialist

Parking Department

Job Summary

Responsible for coordinating counter operations and customer service functions under the general supervision of the Parking Administrative Manager.

Duties & Responsibilities

* Manage and supervise front counter staff and oversee daily front counter operations.

* Monitor, train, and coach Customer Service Representatives to ensure high-quality service and adherence to departmental standards.

* Provide support to the Parking Administrative Manager by assisting with tasks and projects as needed.

* Respond to complex parking inquiries received via email, phone, or in person from customers, faculty, staff, and students, providing accurate information about citations, customer accounts, and parking policies and procedures.

* Assist with maintaining and updating departmental website content and support the implementation of new customer service technologies and tools.

* Assist with dispatch (e.g., motorist assistance, violation checks, etc.), bagged meter requests, and other parking reservation requests.

* Respond to general email requests as needed (e.g., waitlist, permits, citations, rate changes, etc.).

* Maintain and balance cash drawer as needed.

* The majority of work is performed in a standard office atmosphere. At times, high call volume and multiple customers may create a fast-paced or hectic environment.

* Overtime may be required during football season.

* Perform other related duties as assigned.

Working Conditions

Extreme Cold :
Occasionally Extreme Heat :
Occasionally Humidity :
Occasionally Wet :
Occasionally Noise :
Occasionally Hazards :
Occasionally Temperature Changes :
Occasionally Inclement Weather :
Occasionally

Additional Physical Demands

Occasional outdoor work and remaining in a stationary position for long periods during football season.

Minimum Qualifications

1. High school diploma or equivalent.

2. Any one or combination totaling three (3) years (36 months) from the following categories:

A. college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:

30 semester hours equals one (1) year (12 months)

Associate's Degree (60 semester hours) equals eighteen months (18 months)

90 semester hours equals two (2) years (24 months)

Bachelor's degree (120 semester hours) equals three (3) years (36 months)

B. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

3. One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred Qualifications

Experience in the parking or transportation industry

Experience using T2 Parking Management Software

Five years of experience in customer service, public relations, or related public-facing work and public contact

Two years of managerial or supervisory experience in customer service or a related field

Familiarity with the University of Illinois campus streets and parking lots

Extensive knowledge of office practices and procedures

Knowledge,

Skills and Abilities

* Strong knowledge of customer service operations and office procedures

* Knowledge and skills in conflict resolution, performance management, and coaching staff

* Ability to coordinate daily workflow and ensure consistent service standards

* Strong verbal and written communication skills for interacting with staff, customers, and leadership

* Ability to adapt to changing demands and support a positive, collaborative team environment

* Excellent organizational skills and the ability to manage competing priorities

* Ability to remain calm and professional during high-stress or high-volume situations

* Ability to oversee activities within office as needed

* Ability to perform responsibilities with minimal supervision

Appointment Information

This is a 100% full-time Civil Service 4809 - Customer Service Specialist position, appointed on a 12-month basis. The expected start date is as soon as possible after 2/5/2026. The budgeted salary range for this position is $53,000 - $55,000 per year. Sponsorship for Work authorization is not available for this position now or in the future.

For more information on Civil Service classifications, please visit the SUCSS web site at https://(Use the "Apply for this Job" box below)..

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on January 29,2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through  will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment.

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