Communication Center Representative

Position Details Position Number: 010238 Classification Title: Admin Support Specialist Working Title: Communication Center Representative Salary Range: $35,608 - $43,919 Hours per week: 40 Months per year: 12 FLSA Status: Non Exempt Division: Business Affairs Department: Business Services (Adm) Work Unit: Parking Work Schedule: 7:00 pm – 6:00 am; Monday – Thursday (work schedule and hours are subject to change. Mandatory overtime may be required during special events such as university football games, commencement ceremonies, and other large‑scale events, which may include evening and weekend hours.) Primary Purpose of Position This position is the first point of contact by phone or intercom for the Parking and Transportation Services Department at UNC Charlotte. They answer multiple lines of incoming phone calls, payment station intercoms, as well as Niner Transit and Paratransit calls. They monitor and respond to radio traffic from parking enforcement employees and transportation drivers. This position assists customers with permit and vehicle updates, verifying records for accuracy using multiple industry‑specific programs simultaneously. They must be professional at all times while dealing with a diverse population and sometimes angry and aggressive patrons. This position must know all Parking and Transportation Services rules and regulations, transportation routes and services, and have the ability to access a variety of information to assist customers. Required Minimum Qualifications Graduation from high school and one year of related office experience; or an equivalent combination of education and experience. Note: Some state job postings state you can qualify by an “equivalent combination of education and experience.” If that language appears above, then you may qualify through either years of education or years of directly related experience, or a combination of both. Key Responsibilities Answer eight phone lines for Parking and Transportation Services that include regular phone lines, deck payment stations, and transit. Monitor and respond to radio traffic from parking enforcement employees and transportation drivers. Log attendance and status of parking enforcement employees and transportation drivers. Be familiar with the entire campus, including building locations and all parking areas. Know what parking permit is required for each area and understand restrictions and exceptions for each lot or deck. Provide directions to all parking areas and campus buildings upon request. Recommend parking options that make sense for each individual situation, including payment options available. Assist customers attempting to make payments in visitor parking areas with various issues, including malfunctioning equipment, lack of payment, and general directions to operate the machine. Provide accurate football and other special event parking information, including purchasing parking permits and different options for tailgating events. Update records as requested by customers, which includes verifying information in the NC DMV database and Banner. Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed. Maintain accurate logs of malfunctioning meters, equipment, and other issues that are reported. Accurately enter notes into citations and permit records, which may be helpful for appeal decisions and collection purposes. Able to remain calm under stressful situations. Able to research and link vehicle records to current students using NC DMV, parking permit software, and Banner Student Accounts, using all records to obtain the link of address, parents’ name, etc. Able to effectively operate parking equipment management software to remotely open and lower deck gates, identify issues with equipment from alarms and report to the appropriate person, re‑tune equipment loops, verify permit access to determine equipment failure, verify permit access history, and send fees to exit verifiers or Pay on Foot stations as needed. Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers, and supervisors regarding employee status, permit verification, vehicle update, and authorize citations as needed upon verification of appropriate records. Additional Work Responsibilities Monitor weather and notify units in the field if adverse weather conditions are imminent. Provide information to customers regarding campus buses, bicycle lockers, and paratransit service, report problems with buses to the appropriate supervisor, and monitor UNC Charlotte PassioGo upon customer request for bus arrival times. Able to effectively operate Avigilon camera software to review video, verify vehicle information for digital deck voucher, and identify payment and research all anomalies reported from parking equipment management software. Able to effectively navigate AIMS parking permit software to verify and update vehicle and permit records, identify duplicate records, correct and merge duplicate records, update disability placards, add and remove scofflaws, and verify payment of citations. Able to use multiple programs simultaneously, such as parking permit software, NC DMV, Banner Finance, and other student account records to validate and compare addresses, vehicles, and payment information, and update records appropriately. Provide support for parking enforcement employees with: permit checks disability placard checks license plate updates log availability of parking enforcement employees special events pay‑by‑phone vehicle payments logging handheld ticket writer malfunctions Provide support for transportation services by receiving phone calls for paratransit pick‑ups and changes to schedules, logging requests, and drivers who responded. Provide excellent customer service by responding promptly and courteously at all times to various patrons, including students, visitors, faculty, staff, and parents of students. Preferred Experience, Skills, Training/Education Demonstrated customer service and communication skills, including the ability to effectively assist customers by phone, provide directions, explain parking and transportation policies, and resolve service‑related issues. Ability to learn, interpret, and apply complex parking and transportation regulations, permit requirements, campus geography, and special event procedures while providing accurate information to customers and staff. Experience using computer systems and technology to enter records, maintain logs, research information, monitor equipment, and manage operational databases with a high degree of accuracy and attention to detail. Ability to monitor and coordinate multiple communication channels simultaneously, including telephone systems, radio traffic, cameras, and parking equipment systems, while prioritizing tasks in a fast‑paced environment. Ability to remain calm, exercise sound judgment, and make informed decisions under pressure while supporting field personnel, transportation operations, and customer service activities. #J-18808-Ljbffr