Parking Operations Coordinator

Parking Operations Coordinator

The Office of Auxiliary Services provides a variety of products and services that support and enhance campus life for students, faculty and staff, alumni, and guests of the university. The Office is committed to fostering an environment that promotes the diversity of creativity, excellence, thought, culture and educational opportunities throughout the auxiliary enterprise at the William & Mary. The University's Parking and Transportation Services is committed to the highest standards of customer relations and principles towards customers, fellow staff, students, and visitors.

Staff will serve as role models by practicing exemplary behaviors when working with customers and fellow staff members. The purpose of this department is to provide excellent customer service while providing the necessary passes to facilitate orderly parking, reduce traffic congestion, provide a safe campus environment, and promote fair and consistent enforcement of rules. The Parking Operations Coordinator position provides parking and transportation information to over 10,000 faculty, staff, students, and several thousand visitors to the campus each year.

This position operates from a front-line customer service hub in the Parking Services Office. This position supports Parking Enforcement Officers in the field throughout campus, operates radio equipment to maintain constant contact, and coordinates daily operations with W&M Police dispatch, facilities management staff, athletics staff, and representatives of all the major schools at William & Mary. Performing under general supervision, this position functions closely with other Department staff, working as a team, and providing consistent and high-quality application and interpretation of Parking and Transportation policies.

Responsibilities include (but are not limited to):
• Serves as first point of contact for incoming visitors, staff, and students arriving on campus.
• Provides Parking solutions through customer service (in-person, on the telephone, by mail and e-mail) in support of a variety of parking and transportation needs, programs, policies, and processes).
• Day-to-day management of the front counter operations; interprets and explains parking and transportation policies and procedures.
• Allocates temporary parking spaces, issue annual permits, and facilitates balance/needs of the various customer groups.
• File management, updating computer databases with accurate permit, ticket and customer information, issuing permits, and processing transactions accurately.
• Assists with billing and collections of outstanding fines.
• Facilitates submission of Parking Citation Appeals. Prepares appeals for management and appointed committee review. Distributes adjudication results, enters committee decisions into the Parking Management System.
• Issues statements, manages billing and collections, and processes administrative holds for delinquent accounts.
• Transcribes meeting recordings and minutes from Advisory Committee sessions into Box for member review and use.
• Performs monthly reconciliation of departmental deposit transmittals against Banner, Touch Net and the T2 Flex Parking System.
• Creates Ad Hoc queries and reports to help ensure the overall integrity of the parking database.
• Assists the Director with collection of citation and decal data for use in the departments Quarterly Accounts Receivables report to Financial Reporting.
• Primary POC for update and maintenance of front-line Policies & Procedures Manuals and PCI Compliance Checklists.

Required Qualifications:

• High School Graduate or equivalent.
• Knowledge of parking operations, customer service, or related experience.
• Previous experience with Parking Management Software or operating a Point of Sale (POS) register, or handling cash transactions within a customer service role, or computing basic mathematical calculations, or comparable experience.
• Knowledge of basic bookkeeping principles & collections practices.
• Demonstrates excellent oral and written communication skills demonstrated customer service, with the ability to use good judgment, tact, and diplomacy while…