Customer Service Specialist

General Description Are you a dependable, customer-focused individual who thrives in a fast-paced environment? The City of Madison Parking Division is seeking Customer Service Ambassadors to provide essential frontline service at our gated parking facilities. In this role, you'll be the face of the Parking Division, ensuring smooth operations, assisting customers, and supporting a wide range of parking services. This position offers a unique opportunity to work independently, solve problems on the spot, and contribute to the safety and efficiency of our city's parking infrastructure. Customer Service Ambassadors typically work alone and in challenging conditions, including small work areas, heavy traffic, construction zones, extreme weather, and interactions with potentially upset customers. What We're Looking For: Strong customer service and communication skills with the ability to remain calm and professional in challenging situations. Dependable, self-motivated, and able to work independently with sound judgment. Comfortable working outdoors in all weather conditions and around traffic, construction, and other changing environments. Basic mechanical and computer skills with the ability to troubleshoot equipment and learn parking systems. The current recruitment is to fill two (2) vacancies. In addition, this recruitment will establish a candidate pool to fill any full-time or part-time Customer Service Ambassador vacancies that may arise over the next six (6) months. Work Schedule: Positions are scheduled for 40 hours per week. This position will primarily be assigned to second or third shift, with scheduled hours that may extend until 3:30 a.m. Shifts include nights, weekends, and holidays. Scheduled shifts may be changed with a minimum of five (5) business days' advance notice. Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program. Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn't match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community. Examples of Duties and Responsibilities Customer Service Provide customer service by answering questions regarding directions, events, building locations, and parking policies. Proactively engage with customers to enhance their parking experience and address any potential issues or concerns. Assist parking structure customers with making payments using the automated pay and exit stations. Use various software and/or monitoring cameras. Diagnose and resolve customer service concerns and/or equipment issues. Operational Support Monitor parking equipment at assigned facility/facilities throughout the shift to ensure efficient entry and exit of vehicles. Perform basic maintenance and repairs on parking structures and parking control equipment, such as replacing dislodged gate arms, clearing ticket jams, replacing receipt rolls, and replacing ticket boxes. Set up and remove barricades and/or signs to facilitate efficient entry and exit of vehicles, to include both pay-on-entry and pay-at-exit operations. Enforce parking regulations in City-operated parking facilities as assigned. Assist in training new employees. Calculate and Collect Parking Fees Calculate and collect parking fees, using a fee computer or manually, for customers entering and exiting parking facilities, ensuring accurate change is made. Deposit money in a safe. Record deposit information accurately, following established policies and procedures. Issue Failure-to-Pay notices in lieu of payment, following established policies and procedures. Maintain Safe, Secure, and Functional Work Area Maintain assigned areas, facilities, and equipment in a clean and orderly condition. Secure equipment, booth, safes, offices, and restrooms when not in active use. Keep entry/exit drive lanes and walkways clear of snow, ice, safety hazards, litter, and debris. Report issues requiring assistance to resolve to maintenance personnel, leadworker, and/or supervisor. Perform other related duties as assigned. Minimum Qualifications One (1) year of customer service experience that included cash handling responsibility. -OR- Familiarity with the following: Safe cash handling techniques. Computers and ability to learn and use computer software applicable to the duties of the position. Basic hand tools and ability to learn and perform minor repairs to equipment. Based on the number of qualified applicants, random selection may be used to determine which applicants are invited to interview for these positions. The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities. For a complete list of the Knowledge, Skills, and Abilities, please see the classification specification. Special Requirements Possession of a valid driver's license and ability to meet the transportation requirements of the position. Employees in this classification who provide their own vehicle to assist at various locations will be reimbursed for mileage and parking. Physical Requirements : Ability to sit or stand for long periods of time to work at computer, fee computer, and monitor video surveillance for revenue collection and customer assistance. Ability to walk and stand for extended periods of time for special event parking, enforcement, directing traffic, and assisting customers at various locations within and near the gated facilities. Ability to bend, twist, squat, reach, and use hand tools for minor repairs to parking equipment, snow/ice removal of drive lanes and walkways, and stocking supplies. Ability to move barricades and signs, which includes having to lift up to 25 pounds on occasion and up to 50 pounds with assistance, as needed. Ability to work in adverse weather conditions. Compensation and Benefits The City of Madison offers excellent pay and benefits for employees. City Ordinances, handbooks, and labor contracts provide specifics; the description here is not to be considered a binding statement but offers an informal summary. Compensation The City of Madison strives to pay competitive wages. View the current salary schedules for pay for all classifications. Employees receive increases based on tenure with the City. Benefits The City offers a competitive benefits package, including a generous leave package, a variety of insurance options, and non-traditional benefits such as optional pet insurance, a bus pass for all employees, and the possibility of flexible work schedules. A brief summary of benefits is listed below. Please visit our website for more information. Leave Vacation is earned upon starting employment and can be used after completion of probation. The general vacation schedule is below. 0-3 years 10 work days of vacation After 3 years 12-1/2 days After 7 years 15 days After 11 years 17-1/2 days After 15 years 20 days After 19 years 25 days After 27 years 27 days Employees earn 3.5 personal days in addition to vacation. Employees receive eight official paid holidays (New Year's Day, Martin Luther King, Jr. Holiday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Day), as well as 3 paid leave days (the Friday after Thanksgiving, Christmas Eve, New Year's Eve). Employees also earn 13 sick days annually that may accrue to a total of 150 days. Retirement The City of Madison participates in the Wisconsin Retirement System through the State of Wisconsin Department of Employee Trust Funds. Insurance The City of Madison offers a variety of optional insurance programs including: Health Insurance Dental Insurance Vision Insurance Pet Insurance Life Insurance Income Continuation Insurance (for short and long-term disability) Long Term Care Insurance Other Benefits The City offers numerous other benefits and programs for employees, including: 457(b) deferred compensation plans Employee Assistance Program Bus Pass on Madison Metro