Hybrid Customer Service Monitor and PSA

Customer Service Monitor / Parking Service Asst. Hybrid Role

Reports To: Asst. Manager of Operations Department: Operations

Pay Band: 4 Non-Exempt Effective Date: Oct 1, 2025

Overall Responsibilities: Individuals in this position primary responsibility is assuring customer satisfaction this includes, answering the telephone and inter-come to assist the customers with any inquires. Continuously monitor the camera system for any equipment failure and report it to management. This position will be required to perform the job duties of as a Parking Service Attendant (PSA) and Customer Service Monitor when scheduled.

Duties and Responsibilities:

CSM

• Acts as a liaison between customers and the parking staff.
• Resolves customer service issues.
• Answers telephone inquiries regarding facility locations, monthly and daily rates and space availability by facility.
• Handles complaints and/or problems regarding parking machines, parking operations, and reports of damage to vehicles while parked in JHM garages or lots.
• Conducts transaction remotely to assist customers.
• Updates computer files with current customer information.
• Provides general information and directions to public concerning locations of area buildings, private and public parking within JMH.
• Prepares printed billing for mailing.
• Maintain work area and equipment in neat and clean state.
• Performs other work as assigned.

PSA

• Do daily rounds in all garages and lots, collect used tickets, refill equipment with tickets, receipt paper, ink, etc.
• Replenish and close shift at Pay On Foot Stations in all facilities (changing of Pay Stations).
• Testing and troubleshooting of equipment such as pay stations, entry and exit verifiers.
• Fix and put back arm gates.
• Assures that the automatic parking equipment is operating in harmony with overall operation of parking garage.
• Erects barricades and places parking direction signs as necessary.
• Fills out daily report of duties performed to be sent electronically to supervisors.
• Daily closure of assigned facilities.
• Must keep all equipment and working area clean.
• Policies/patrolls parking garage and lot grounds.

Required Knowledge, Skills and Abilities:

CSM

• Ability to courteously and effectively deal with customers in person and on the telephone.
• Ability to provide information to the public.
• Should be computer proficient with strong typing skills.
• Knowledge of parking facility rules, regulations, procedures.
• Knowledge of simple arithmetic and the ability to make change quickly and accurately.
• Ability to work independently and to complete assigned responsibilities.
• Physical strength and agility sufficient to perform assigned duties.
• Basic knowledge of simple arithmetic.
• Strong written and verbal communication skills; Must be able to communicate fluently in English
• Communicate effectively with customers with problems using tact and good judgment.
• Utilize simple office equipment.
• Follow oral and written instructions.
• Operate cash register and computer terminal.
• Directs traffic and patrols assigned facilities to assure safety of vehicles.
• Assists the public with directions and information.
• Corrects and/or reports any hazardous conditions.
• Complies with all safety standards, rules and regulations.
• Prepares reports for supervisors.
• Performs any other duties that may be assigned.
• Must have a valid driver's license to operate golf cars
• Must be fluent in English and Spanish
• Provide excellent customer service.
• Provide routine information in a clear manner.
• Keep simple records and make reports.
• Establish and maintain effective working relationships with other employees and the general public.
• Lift and move weights of 25 pounds or less.
• Basic computer skills, and ability to work programs used at command center.

Job Knowledge:

• Experience - At least one year of Customer Service experience
• Education - High school education
• Requires the use of English grammar and arithmetic, including multiplication and division.
• Must have ability to work with charts, tables, and schedules.
• Requires accuracy in checking, posting, counting cash; operation of equipment, such as cash registers, computer terminals, typewriters, simple calculators, copiers, etc.

Judgment and Decision Making

Restricted scope of duties. Judgment used for setups. Some analysis of facts surrounding individual problems. Referral to supervisor for involved or questionable cases.

Responsibility:

• Loss of cash, equipment, materials and/or process would seldom exceed $100.00 per incident.
• Inattention or careless operation of equipment may cause lost time injury to self or others in immediate area.
• Errors may involve losses such as cash shortfalls, improper costs, overpayments, failure to take discounts, waste of materials, damage or loss of equipment.
• Work not continually subject to verification or check, although errors usually remain within the Agency.
• Regular contacts with employees in other departments, general public and customers requiring tact, to avoid friction and obtain cooperation.
• Must call 2 hours prior to schedule when employee will be out. If an emergency arises that a replacement cannot be found for the next schedule the employee working at that moment must be able to stay at the most 2 hours after their schedule time until a replacement is found.

Manual Skill and Dexterity:

Job does not require skills and abilities beyond those normally possessed by the average individual. Manual ability requirements can be performed without practice.

Physical Effort:

Light to moderate physical effort. Duties requiring frequent mental and visual attention where workflow is intermittent, and cycle or process involves waiting.

Working Conditions:

Very good working conditions. Absence of unpleasant elements for all practical purposes. Usual office conditions.