Parking Operations Coordinator

Parking Operations CoordinatorThe 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, TouchNet 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 handling difficult customer situations.Demonstrated ability to work independently and use initiative. Must be detailed oriented with the ability to manage multiple priorities in a fast-paced environment.A valid Driver's License is required.Ability to occasionally lift up to 50lbs.Preferred Qualifications:General knowledge of parking or transportation policies.Understand methods, practices, procedures and equipment pertinent to on and off-street parking operations.Strong working knowledge of computer systems and a variety of software applications to include web-based systems and MS Office. Ability to learn software and apply new skills quickly and accurately.Experience using MS Office & Social Media platforms, such as excel spreadsheets and word documents as well as Facebook, and Twitter.Hands-on experience with a handheld radio is desirable for communication with enforcement staff and shuttle drivers.Skills in working with small electronic equipment and software and handheld radios.Conditions of Employment:This position may be exposed to inclement weather since some of the work is done outdoors.This position may be required to come into work on weekends, holidays, and in emergency situations (i.e. may be subject to "on-call "responsibilities).There is a frequent need to walk, talk or hear, use hands to finger or type, and close vision required during the workday.There may be occasional need for light to moderate lifting (up to 50 pounds).This position will require the use of the College vehicles on official business. Must be physically capable of operating the vehicles safely. Maintain a current and clean driving record.A valid Driver's License is required.Ability to sit for long periods of time working on the telephone.Ability to work a daily 8-hour shift to include some evening and weekend hours.Position will require wearing a uniform.This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act. This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.Salary: $41,000 – $43,000 annually, commensurate with experience.William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program). Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.