Customer Experience Coordinator

Please see Special Instructions for more details. This position is not eligible for new sponsorship. Position Information Announcement Number STAFF - VA - 26286 For questions regarding this position, please contact: Classification Title Program Coord II Working Title Customer Experience Coordinator Brief Position Overview The Parking Experience Coordinator serves as the primary customer service representative for MSU’s University Police – Parking and Transportation Services and is often the first point of contact for students, employees, campus visitors, and community members. This position provides customer support related to parking permits, citations, appeals, parking regulations, and account transactions while supporting the daily operations of Parking and Transportation Services. Position Number 4M0685 Department Parking Facility Division Administration Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Salary Starting at $24.00 per hour, commensurate with experience, education, and qualifications Contract Type If other, please specify Recruitment Type Open General Statement This position is a member of the Parking and Transportation Services’ Customer Experience Unit within the Montana State University Police Department. The person in this position will perform all customer service duties, coordinate the unit’s citation appeals process, and provide administrative support. Performs of customer service functions in person, over the phone, and by email, including the sale of parking permits, payment of parking citations, and responding to general inquiries. Duties and Responsibilities Issue parking permits and receive payments for citations. Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes. Answer inquiries and questions in person, over the phone, and by email. Answer questions regarding parking rules and regulations with accurate information to best serve customers. Correspond with customers who need parking permits (on and off campus). Data entry and verification. Maintain accurate databases and various digital and paper records. Screen citation appeals for recommendations to the appeals board. Schedule and conduct monthly appeals board meetings. Prepare appeals dockets. Apply results and send letters. Assist with administrative duties such as mass notifications and customer correspondence. Website design and maintenance. All other duties as assigned. Required Qualifications – Experience, Education, Knowledge & Skills Two years of progressively responsible customer service or administrative experience in a high-volume public-facing environment requiring interpretation and application of policies, procedures, rules or regulations. Demonstrated experience professionally addressing customer complaints, resolving customer concerns, and de-escalating difficult interactions. Experience maintaining accurate records and performing detailed data entry. Experience handling cash, processing payments, reconciling transactions, or performing comparable financial functions. Demonstrated ability to communicate detailed or complex information clearly and professionally, both verbally and in writing. Demonstrated ability to prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and timely service. Preferred Qualifications – Experience, Education, Knowledge & Skills Experience providing services in a higher education or public-sector environment. Experience using database or customer account systems to manage transactions, payments, or records. The Successful Candidate Will Provide exceptional customer service in a fast-paced, public-facing environment. Communicate clearly and professionally with diverse constituents in person, by phone, and through electronic communication. Interpret and explain parking regulations, policies, and procedures in a consistent and customer-focused manner. Demonstrate sound judgment and professionalism when addressing customer concerns, complaints, and challenging situations. Maintain accurate records, financial transactions, and data with a high level of attention to detail. Effectively organize and prioritize multiple responsibilities while adapting to changing operational needs. Establish and maintain productive working relationships with co-workers, campus partners, and the public. Represent University Police and Parking Services with professionalism and courtesy. Position Special Requirements/Additional Information This position may require overtime assignments to assist with parking for athletic and special campus events. Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics. Must pass a comprehensive background investigation. Physical Demands To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required. This position has supervisory duties? No Number of Vacancies 1 Desired Start Date Upon completion of a successful search. Position End Date (if temporary) Open Date Applications will be: Screening of applications will begin on September 18th 2026 ; however, applications will continue to be accepted until an adequate applicant pool has been established. Special Instructions This position is not eligible for new sponsorship. EEO Statement Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law. In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile. Required Documents Resume Cover Letter Optional Documents Supplemental Questions Required fields are indicated with an asterisk (*). #J-18808-Ljbffr