Overview
Term : 1 year
The Customer Service Representative reports to the Manager, Sustainable Transportation, and provides exceptional front-line service to our diverse University of Waterloo population along with extensive operations support such as financial processing, parking coordination, special event support, managing departmental social media platforms, and resolving problems / disagreements related to contravention of the University of Waterloo Parking Regulations.
University of Waterloo (UW) comprises of over 8.3M gsf of space supporting over forty thousand students in undergraduate and graduate programs, prestigious cutting-edge research, residences, and wide range of support services. All these activities are supported by a complex transportation infrastructure including over six thousand parking spaces.
Responsibilities will align with the Plant Operations goal of contributing towards providing a safe and accessible, invitingly clean and comfortable, functionally enriched and well-maintained campus environment through service excellence.
This position is contingent on funding.
Responsibilities
Front-line Service Delivery
- Represents Sustainable Transportation as the first in-person point of contact for parking inquires
- Supports UW by addressing inquiries and answering questions from employees, retirees, student and office walk-ins
- Answers multiple incoming calls from employees, departments and off campus visitors regarding a variety of inquires (. tickets, account updates, vehicle information, permit types
- Assesses eligibility of requested services, verifies submitted supporting documentation, and responds in timely, accurate, & professional manner
- Communicates clearly and with high level of diplomacy both favorable & unfavorable decisions while adhering to UW Parking regulations and processes
- Uses effective communication and active listening skills to manage and deescalate tense situations, ensuring a safe and respectful environment for all parties involved
- Resolves problems independently or escalates to Sr. CSR or management, issues that are unique / potentially serious / or aggravated in nature
Enforcement of Parking Regulations
Communicates (verbally and in writing) with employees, students, retirees, and contractors in all matters of parking infraction resolution : reviews process for ticket payments, explains next steps for vehicle retrieval, etcReviews permit records and places holds on student accounts (QUEST) that exceed UW threshold amountArranges towing services for vehicles on campus as required (. fire routes, accessible spaces, escalated permit infractions,Coordinates release of towed vehiclesCoordinates all aspects of monthly meetings with the Property Infractions CommitteeAttends meetings, takes minutes, and promptly follows up on decisions made by the Property Infractions CommitteeUses and maintains confidential information related to all areas of parking operationOperational support
Responsible for opening and / or closing the office ensuring the operation is clean, organized and remains secureEnsures the log of overnight parking / special requests and tow log are collected, delivered, and up to date each day from the Special Constables Services officeProcesses all new parking applications for all employees, retirees, students, and visitors through dedicated software in a timely manner and high degree accuracyIssues and provides permits to employees, retirees, students, visitors, and contractors on a daily, monthly, termly, and yearly basisRuns reports through specialized parking software to gather data to verify permit related information to support issuance of tickets or permitsResponds to radio calls from parking enforcement, UW special constable services, and Plant Operations management regarding parking infractions, gate issues, unexpected events, blocked accessPrints and distributes parking vouchers for gated locations for either reserved parking or large event parkingManages daily use of departmental / faculty parking spaces : issues vouchers, provides detailed instructions on location, assigns code access, etcSupports and coordinates employee requests for permit holds and cancellation for leaves of absence, mat-leave, summer suspensionSupports employees with requests for accessible parking and works closely with HR, Accessibility Services, and Occupational HealthAnswers frequent gate calls to assist with entry, exit, or prepares for processing payments through dedicated softwarePrepares, obtains approvals, and sends out correspondence to employees and students regarding parking lot updates, construction, closures, convocation relocations and waitlist releasesMaintains parking and financial documentation as required by UW policy and CRA regulationsAssists with scheduling and coordination of UW wide eventsLiaises with campus clients to support booking of parking lots, providing permits, collecting fees, and processing paymentsSupports Parking Enforcement Officers and Special Constable Services during special events, parking lot closures, or permit changesProvides feedback to management regarding parking service improvementsProvides assistance to Parking Enforcement & campus community with troubleshooting various parking systems : transponder operation, credit card billing, and gates operation, etcCoordinates creation and installation of parking related signage for general operation as well as special eventsCreates, maintains, and updates new employee training manual. day-to-day workflows for all front-staffManages waitlist for employee lots and bike lockersMaintains accurate bike locker lists & programming new fobs / accessUndertakes research and specialized projects as determined by the Manager, Sustainable TransportationCoordination of Department Events
Assists with the coordination of departmental meetings, organization of team building & training events, and providing support for external visitsManages implementation of campus-wide sustainability initiatives, including waste diversion and e-waste programs in close collaboration with the Sustainability OfficeManages department email and calendar (responding to inquiries, forwarding to the appropriate departments and staff, and making sure the shared calendar is up to date)Ensures all incoming and outgoing mail is handled in a confidential manner and notifies staff of packages receivedResponsible for ordering and maintenance of adequate inventory of a wide variety of departmental supplies (business card, payroll forms, campus maps, signage, permits, ticket rolls,Provides administrative support to the Manager as requiredFinancial Support
Provides front-line counter services and wide range of parking related payments / refundsBalances supervisor’s float and front-line registers on daily basisProcesses parking payroll deductions and student billing promptly, professionally, and with courtesyResponsible for counting cash payments collected weekly from pay machinesEnsures that parking requests (billable services) are clearly documented and submitted to the financial coordinator for processingCreates and maintains user-friendly process documentation for cash office dutiesResponsible for balancing, reporting, and uploading cash / credit reports accurately and in a timely mannerReconciles front office cash and credit card transactions, internet sales and prepares bank depositsConducts regular audits of ‘on hold’ employee permitsRuns daily, weekly, and monthly reports through ZMS, Moneris, and Aims software to collect and maintain spreadsheets to monitor financial dataWorks closely with departmental finance coordinator to ensure that all processes are followedCollects and sends all required documents to finance for year endOther
Performs other duties as assignedQualifications
Post-secondary education (business, finance, communication) or equivalent education and experienceMinimum of 2 years of experience providing administrative and front facing service preferably in a large and complex organizationA proven ability to multi-task and provide exceptional front-line service in a fast-paced environmentPrevious experience with data entry and cash handlingDemonstrated ability to deal with people experiencing anger, frustration, and stressExcellent customer service skills including strong sense of diplomacy and confidentialityStrong communication skills both verbally and writtenStrong problem-solving skills and independent self-starter approach to assignments & issue resolutionDemonstrated ability to handle confidential information with discretionAbility to manage information / situation quickly to accurately with diplomacy respond in high stress customer service environmentStrong attention to detail and high level of accuracy performing financial related tasksUnderstanding of basic accounting principlesStrong attention to detail and the ability to remain calm and organized during busy, changing, or challenging timesThe ability to work closely within a team environment, as well as independently with minimum supervisionProficient in MS OfficeFamiliarity with parking management software such as [., AIMS, AMP Mobile, or any other relevant software