Customer Service Specialist

Customer Service Specialist role at University of Illinois Urbana-Champaign

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

• 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.

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

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

• High school diploma or equivalent.
• Any one or combination totaling three (3) years (36 months) from the following categories:
• 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)
• Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
• One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative.

• 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.

• 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.

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…