Customer Service Associate

Customer Service Associate

Working Title: Customer Service Associate

Position Grade: 05

Position Summary: UNM Parking & Transportation Services (PATS) is recruiting two (2) 3/4-time Customer Service Associates to ensure consistent and reliable daily coverage across three primary operational locations. These positions work collaboratively to maintain uninterrupted service, provide on-site support, and ensure operational continuity across all assigned areas. Each associate will share primary responsibility for coverage of the outdoor Bike Valet, the Transportation Information Center (TIC), and special event support, while also overseeing student employees, managing schedules, and supporting workforce accountability. This structure ensures redundancy, flexibility, and consistent leadership presence across all locations.

Key Responsibilities:

• Provide daily operational coverage at the bike valet, TIC, & special events, ensuring consistent staff presence and service delivery.
• Work collaboratively with the second associate to ensure seamless coverage and transition between locations and shifts.
• Serve as a primary backup resource, stepping in to cover staffing gaps, callouts, or high-demand periods.
• Develop and manage monthly schedules for 10+ student employees across multiple locations.
• Coordinate real-time schedule adjustments to maintain full operational coverage.
• Oversee student employees, including: monitoring attendance, punctuality, reliability, uniform compliance (safety vests); providing on-site direction and support; relaying performance concerns, attendance issues, and operational challenges to the direct supervisor; ensuring accurate tracking of work locations for each employee; maintaining consistent communication with student employees regarding schedules, expectations, and updates.
• Assist with data entry and clean-up of reports.
• Assist with onboarding and training coordination for new student employees.
• Identify and communicate staffing gaps, scheduling conflicts, and operational risks with supervisor.
• Maintain professionalism, confidentiality, and compliance with university policies.
• Perform other related duties as assigned.

Working Conditions:

• Two (2) 3/4-time positions (approximately 30 hours per week each).
• Requires regular movement between three operational locations.
• Includes early mornings, evenings, weekends, and event-based shifts.
• Requires active, on-site engagement including standing and walking.
• Requires regular lifting of up to 60lbs.

Conditions of Employment: Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement. All regular, non-temporary positions assigned to this classification are represented by a labor union and subject to the terms and conditions of the CWA Collective Bargaining Agreement.

Minimum Qualifications: High school diploma or GED; at least 6 months of experience directly related to the duties and responsibilities specified. Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

Preferred Qualifications: Experience supervising or coordinating students or part-time employees. Experience managing multi-site coverage and staffing logistics. Experience in operations, scheduling, or workforce coordination. Demonstrated ability to manage multiple locations or priorities simultaneously. Experience providing oversight or direction to employees or teams. Strong organizational, communication, and problem-solving skills. Ability to work independently and collaboratively in a team-based environment. Proficiency in Excel, Google Sheets, or similar tools. Strong proficiency with computer systems, applications, and operational tools, including the ability to utilize technology to improve workflows, increase efficiency, and support daily operations. Familiarity with UNM campus and service locations.

Additional Requirements

Campus: Main - Albuquerque, NM

Department: Parking Transportation Gen Admin (314B)

Employment Type: Staff

Staff Type: Term - Part-Time

Term End Date: 06/30/2027

Status: Non-Exempt

Pay: Hourly: $15.00 - $19.30 (Depending on Experience)

Benefits Eligible: This is a benefits eligible position. The University of New Mexico provides a comprehensive package of benefits including medical, dental, vision, and life insurance. In addition, UNM offers educational benefits through the tuition remission and dependent education programs. See the Benefits home page for more information.

ERB Statement: As a condition of employment, eligible employees working greater than .25 FTE as determined by the New Mexico Education Retirement Act must make mandatory retirement contributions. For more information, review the Benefits Eligibility at a Glance grid.

Background Check Required: Yes

For Best Consideration Date: 5/20/2026

Eligible for Remote Work: No

Application Instructions: Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application. Please submit a completed application and/or resume that includes all relevant work experience, as this information will be used to determine the appropriate pay rate. Applicants must also provide a minimum of three (3) professional or supervisory references. In addition, please include a letter of interest outlining your qualifications and explaining why you are the best candidate for this position. The letter should specifically address your experience providing oversight to employees and include a detailed description of how you have developed and maintained schedules across multiple locations for 10 or more employees. Applications that do not include all required materials will not be considered.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details. The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.