Customer Service Coordinator, Parking and Transportation

Job Title

Parking and Transportation Customer Service Representative

Job Description

Serves as the primary point of contact for Parking and Transportation customer service needs. Reviews citation appeals and provides guidance to customers on appeal decisions, follows-up when needed. Collaborates with a variety of internal and external partners on events and charter needs.

Key Responsibilities

- Manages special event requests for parking and charter shuttle service, providing policy and pricing information for special event requests - Creates, routes, and tracks invoices for charter services, parking coupon codes and similar operational requests - Reviews parking appeals from faculty, staff, students, and visitors and renders decisions and guidance based upon university rules and regulations - Answers questions regarding parking permits, rules and regulations, violations, and account balances - Serves as primary department liaison for KSU Events, utilizes the University's event management software as needed - Advises department leadership on process improvement - Assists with escalated Talon One incidents regarding Parking and Transportation feedback and concerns - Assists with events and initiatives to provide support to educate students on Parking and Transportation options and programs - Meets with parking operations staff to review common citation, issuance errors and feedback

Required Qualifications

Educational Requirements High School diploma or equivalent Required Experience One (1) year of related work experience in customer service in a fast-paced environment.

Preferred Qualifications

Preferred Educational Qualifications An undergraduate or advanced degree from an accredited institution of higher education in a related field Preferred Experience Previous experience in Parking and Transportation Previous experience with customer service ticketing software

Knowledge, Skills, & Abilities

ABILITIES Able to work collaboratively with other staff, administrators, and faculty to meet the purpose and goals of the program or department Able to work collaboratively Able to reprioritize as necessary with minimal disruption Able to learn new technologies in areas including parking, transportation, and invoicing Able to handle multiple tasks or projects at one time meeting assigned deadlines SKILLS Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management and presentation skills Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite) Strong attention to detail and follow up skills Strong customer service skills and phone and e-mail etiquette

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards.

Equal Employment Opportunity

Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community.

Other Information

This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1% - 24% of the time This position does not require security clearance.

Background Check

Standard Enhanced Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.