Office Specialist

Overview Towson University (TU) is a top-100 public university located north of Baltimore, enrolling more than 19,000 students. The Office Specialist will manage the day-to-day operations of the Customer Service section in Parking Services, using independent judgment to adjust practices and handle exceptions. This role is identified as essential personnel and may require work outside normal business hours to support campus events. Responsibilities Account Management – Escalations & Exception processing Process and handle customer requests and escalations, ensuring decisions align with policy. Handle escalations from A&F front desk staff, including complaints, appeals, and exceptions. Conduct in-depth research on customer accounts involving the University Billing Office, MVA, Towing Company, etc. Coordinate with PTS Operation IT Analyst for parking management system issues. Department Liaison Partner with cross‑functional teams for customer service-related exceptions, escalations, and concerns across departments and external vendors. Customer Account Processing Process special permit requests, applying independent judgment to approve or deny based on criteria. Review appeal requests, conduct research, and determine fine reductions. Review exception requests for permits and parking assignments, defining criteria for approval. Resolve account issues through research, refund or credit processing, and coordination with related offices. Process virtual permit requests for department guest permits and special requests. Monitoring Operations & Procedures Monitor trends and systems for improvements and problem resolution. Coordinate with Assistant Director A&F for recommendations to improve efficiency and service. Serve as back‑up for the Office Coordinator in their absence, monitoring front‑office staff. Other duties as assigned. Qualifications and Skills Bachelor’s degree and five years or more of related experience. Strong customer service, work ethic, analytical, leadership, and mentorship skills. Exceptional oral and written communication skills. Ability to organize, prioritize, follow up and track multiple tasks in a high‑volume environment with minimal oversight. Ability to work cooperatively with others and independently. Ability to familiarize and use operational technology. Preferred Qualifications Prior operations management, business administration, or related field experience that includes customer account management. Salary and Benefits Salary: $50,000–$53,000 annually. Benefits include 22 days of annual leave, up to 17 holidays, personal and sick days, excellent health, life, and retirement plans, and tuition remission. Additional perks and discounts are available. Application Information This position will be open for a minimum of 14 days. A cover letter and resume are required with your online application. Organization: Operations Primary Location: Main Campus Job Posting: May 13, 2026 #J-18808-Ljbffr Towson University