Customer Service Monitor

Job Description

Job Description

Customer Service Monitor

Job Description

Reports To: Manager of Operations Department: Operations

Pay Band: 2 – Non-Exempt Effective Date: July 1, 2025

Overall Responsibilities : Individuals in this position’s primary responsibility is assuring customer satisfaction; this includes answering the telephone and inter-come to assist the customers with any inquiries. Continuously monitor the camera system for any equipment failure and report it to management. Also serves as customer service attendant when necessary.

Duties and Responsibilities:

• Acts as a liaison between customers and the parking staff.

• Resolves customer service issues.

• Answers to telephone inquiries regarding facility locations and daily rates by facility.

• Handles complaints and/or problems regarding parking machines, parking operations, and reports of damage to vehicles while parked in garages or lots managed by MPA.

• Conduct transactions remotely to assist customers.

• Assist the public with information and directions.

• Maintains work area and equipment in neat and clean state.

• Performs other work as assigned.

Required Knowledge, Skills and Abilities:

• Ability to courteously and effectively deal with customers on the telephone.
• Ability to provide information to the public.
• Should be computer proficient with strong typing skills.
• Knowledge of parking facilities, regulations, procedures.
• Knowledge of simple arithmetic and the ability to make change quickly and accurately.
• Ability to work independently and complete assigned responsibilities.
• Physical strength and agility must be sufficient to perform assigned duties.

• Strong written and verbal communication skills; Must be able to communicate fluently in English and Spanish.
• Communicate effectively with customers with problems using tact and good judgment.
• Utilize simple office equipment.
• Follow oral and written instructions.

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 to the scope of the job duties.
• Judgment is used when responding to customer needs.
• Decision making and analysis of facts, surrounding individual problems and/or situation.
• Referral to supervisor on questionable cases.

Responsibility:

• In attention or careless operation of equipment may cause lost time injury to self or others in immediate area.

• Work is 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 can’t be found for the next schedule the employee working at that moment must be able to stay at the most 2 hours after their scheduled 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 require 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, usual office conditions.