Field Service Specialist

Service And Support Assistant 2 Non-Exempt

Field service specialists for ASU Parking and Transit Services (PTS) are assigned to a high-volume parking facility. The Field Service Specialist coordinates customer service delivery to faculty, staff, students and guests of the university ensuring the garage equipment is in operational order (including gate arms, ticket dispensers, intercoms, and fee computers); provides general campus information, directions, parking alternatives and other information to customers. This position will be required to work outside for entirety of shift.

Essential duties include:

• Provide assistance to customers using the new AMANO equipment at pay-on-foot stations and entry/exit lanes.
• Engage with customers in a positive and professional manner, delivering a high level of customer service.
• Greet and acknowledge each customer with a warm, friendly introduction, while maintaining a professional appearance and clear, courteous communication.
• Comfortability utilizing Parking Software programs to provide payment options to customers.
• Prepare activity logs and report service/maintenance issues to their supervisor for resolution.
• Respond to intercom calls and communicate with a two-way radio and telephone.
• Provide general campus information to guests, including; directions, parking alternatives and other information.
• Provide minor cleaning and equipment maintenance such as; clearing ticket dispensers, adjusting gate arms and intercom issues.
• Provide light structure maintenance such as picking up trash throughout the facility and keeping the parking equipment clean.
• Manage traffic flow during peak ingress and egress periods for the efficient entry and exit of traffic.
• Monitor space availability and utilization; assist with events and reservation accommodations as necessary.
• Be flexible during daily activities with the ability to change priorities which may include and/or subject to resolution conflict with customers.
• Complete manual and electronic forms.
• Write exit citations.
• Perform other duties as assigned.

Desired qualifications include:

• Experience working with credit card transactions in a high-volume retail environment with direct customer contact.
• Experience working in a high-volume service environment (2 years).
• Experience working in a parking operation at a university, city, or airport.
• Experience with credit and debit card transactions.
• Experience in providing quality customer service interaction with the general public.
• Experience in maintaining accurate records.
• Experience in work that requires attention to detail and/or loss prevention requirements.
• Experience with Microsoft Office applications (i.e., Word, Excel, Outlook).
• Evidence of a valid Class D driver's license; an MVR will be conducted.
• Work experience in an outdoor setting.

Working environment includes:

• Drive and safely operate an ASU vehicle or cart, getting in and out of the vehicle frequently.
• Employee must possess a valid US Driver's license of the appropriate class and required endorsements throughout employment.
• Work in an outdoor environment, standing and walking for extended periods of time in all weather conditions (heat, rain, wind) and frequently bending, reaching, lifting, pushing and pulling up to 35 pounds.
• Required to use a two-way radio for communication.
• Regular activities require ability to quickly change priorities, which may include and/or are subject to resolution of conflicts.
• At times activities may be performed in an environmentally controlled office setting subject to extended periods of sitting, keyboarding, and manipulating a computer mouse.
• Scheduled work area subject to change.
• Activities may involve working in extreme weather conditions; hot in the summer and cold in the winter.