Customer Service Representative

Customer Service Representative

Background
Parking & Transportation Services is a self-supporting unit of the University of Minnesota within Auxiliary Services. The department is responsible for the administration, operation and maintenance of reliable and efficient transportation services on the Twin Cities campus including transit, parking, fleet, streets, walkways, and way-finding. PTS supports alternatives to the single-occupant vehicle and promotes programs to encourage the University community to walk, bike, carpool, or use the bus and light rail systems. The department handles compliance documentation for all University vehicles and licensed equipment and administers the fuel credit card, vehicle insurance and safety, and employee driver training programs.

PTS Mission
Facilitating safe and effective integrated transportation systems that provide services for pedestrians, bicycles, transit, and vehicles.

Hours
11:30pm-8:00pm, Monday - Friday

Responsibilities

40% Assist PTS Transit.
* Provide administrative support for Transit.
* Schedule and cancel Paratransit rides.
* Assist in managing faculty, staff, and student transit passes.
* Assist with basic financial analysis to answer transit pass billing questions.
* Perform in-field transit evaluations, requiring outdoor work and riding of campus buses.
* Answer customer questions and provide guidance regarding the campus transit services.
* Work with Metro Transit to assist customers with Metro Transit products and services and/or redirect as needed.

25% Provide exceptional customer service.
* Serve as the first point of contact for customers.
Provide phone, and email support.
Initiate and respond to inquiries on a variety of parking and transit products, services, and programs.
Explain PTS-related policies and procedures.
Respond to and/or triage inquiries about equipment, large-scale events, construction, closures, facility operations and management.
Handle high volumes of phone calls
Review, triage, and respond to departmental emails.
* Assist customers with acquiring PTS products and services such as parking contracts and transit passes.
* Ensure contract and transit pass deadlines are met.

25% Utilize a variety of central computing systems, software, and cloud services to enter data.
* Assist in processing and managing faculty, staff, student, and vendor parking contracts.
Check eligibility, verify facility availability, collect customer personal information as needed, verify payment method, and manage parking credentials.
Enter/retrieve customer data from Google and Microsoft Office documents and spreadsheets used to collect parking and transit requests.
Maintain contract wait lists.
Receive, process, distribute, and cancel electronic transit pass orders.
Assist with ordering processes and resolving issues.
Assist with basic financial analysis to answer customer billing questions. Work with the accounting/finance staff to resolve customer service issues.
* Perform credential maintenance in the PTS parking revenue control system.
* Enter customer data and payments into the University revenue system.
* Assist the University Police Department with traffic enforcement inquiries and complaints.
* Follow cash drawer procedures
Process credit card payments following PCI DSS compliance requirements.
Ensure contract copies, transaction receipts, cash/check payments are available for finance review.
Ensure proper cash handling procedures are followed.
Reconcile cash drawer at end of day.
Assist finance staff with collecting fees, initiating or halting payroll deduction requests, and processing cancellations and refunds.

10% Provide additional administrative and clerical support.
* Train and supervise students on customer service operations as applicable.
* Projects including creating and maintaining process guides.
* Assist communications staff with public relations/outreach events, such as Orientations, Job Fairs, etc as applicable.
* Review website and other promotional materials as needed.
* Other duties as assigned.

Work Environment
University campus office setting with some work outdoors and on public transit.

Classification #: 1885 - Executive Office & Admin Specialist
Salary Range: C4 / 29A
Status: Non-Exempt
Last Revision: 10/24

Minimum Qualifications
* High School Diploma/GED and four years of related office and administrative experience. Training/education may be substituted for some of the years of experience. Computer experience required. Specific knowledge/skills may be required.
Experience with Google Gmail, Calendar, Documents, Sheets, and Forms.
Experience with Microsoft Office (Word, Excel) and Windows.
Customer service, public contact, and telephone experience.

Preferred Qualifications
* Experience in a fast-paced, service-oriented, teamwork-driven environment.
* Ability to balance multiple work demands and to thrive in a changing environment.
* Possess conflict management and problem solving skills.
* Knowledge of database and business application systems.
* Ability to be self-directed.

Pay Range:$22.71-$24.08/hr ; depending on education/qualifications/experience

Time Appointment: 75%-100% Appointment

Position Type: Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).