Operations Customer Support Representative (Onsite)

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About Us

Overview

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech

Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:

1. Students are our top priority. 2. We strive for excellence. 3. We thrive on diversity. 4. We celebrate collaboration. 5. We champion innovation. 6. We safeguard freedom of inquiry and expression. 7. We nurture the wellbeing of our community. 8. We act ethically. 9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

Department Information

Parking and Transportation Services (PTS) at Georgia Tech is an auxiliary unit within the Division of Infrastructure and Sustainability (I&S). PTS interfaces with the entire campus population and constituencies external to campus. The services provided by PTS are as diverse and customer oriented as the consumers served. PTS oversees both the campus parking operations and transportation services.

The Parking Department is responsible for the supervision and coordination of all campus parking services for Georgia Tech. It self-operates a comprehensive parking program that includes customer service, cashiering, enforcement, maintenance, and event operations.

The Transportation Department manages a comprehensive network of transit services designed to provide the campus community with an effective and safe transportation alternative around the campus and within specific boundaries or destinations off campus. The department's transit services include nine Stinger bus routes, daytime student paratransit van service, and Stingerette van service, which provides nighttime safe ride home services on campus.

Job Summary

This position is responsible for supporting and providing high quality customer service-related activities in support of/and to the campus community and external clients on behalf of the department. This role serves customers by providing product and service information, resolving product and service problems, and by addressing customer needs. The position s responsible for fostering positive working relationships with faculty, staff, students, and guests This position will interact on a consistent basis with unit staff and customers who may include faculty, staff, students, parents, visitors, contractors and vendors This position will supervise: N/A

Responsibilities

Job Duty 1 - Serve as the initial contact to service the campus community and external clients to communicate policy, investigate issues and complaints and implement solutions. Check and routinely monitor the customer service support email portal to ensure coverage and responsiveness to customer inquiries in a timely manner Job Duty 2 - Research, troubleshoot, and analyze incoming requests/inquiries, ensuring all necessary information is documented in the computer management system Job Duty 3 - For customer inquiries requiring more than basic response, investigate and resolve customer issues directly, usually serving as the primary contact for a customer; follow up as necessary Job Duty 4 - Multi-task and exhaust all resources including, standard operating procedures, internal policy manuals, rules and regulations and Institute specific policies, along with various platforms to reach a resolution for the customer in a timely manner Job Duty 5 - Recognize and promptly escalate more complex and sensitive issues to management Job Duty 6 - Must be able to address customer complaints in a professional manner while taking the necessary customer service action to resolve issues Job Duty 7 - Participate in a variety of meetings, committees, and/or other related campus groups to communicate information regarding services and/or other pertinent information as appropriate. Educate customers on appropriate solutions, including permits and commute alternative programs.

Job Duty 8 - Perform daily activities within the office including but not limited to answering phone lines, performing a variety of data entry tasks, responding to customer account inquiries (in person, by phone or email), processing outgoing mail, and scanning data for processing, and contributing to the customer service manual and SOPs for improvements, updates, and accuracy Job Duty 9 - Initiate contact with departmental customers on a consistent basis to communicate appropriate solutions based on consumer trends and historical data to ensure appropriate solutions for their business needs. Additionally, communicate upcoming programmatic changes Job Duty 10 - Perform other job-related duties as assigned

Required Qualifications

Educational Requirements High School Diploma/GED or Vocational School Diploma Required Experience Five or more years of job-related experience

Preferred Qualifications

Preferred Educational Qualifications Bachelor's Degree or an equivalent combination of education and experience Preferred Experience Strong customer service experience and/or experience in parking or transportation is preferred

Knowledge, Skills, & Abilities

ABILITIES Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion. Ability to problem solve and multi-task. Ability to effectively manage an increased workload during peak periods. Analytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a reasonable approach towards identifying and then solving the problem at hand. KNOWLEDGE Knowledge of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, and Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs. Parking software and equipment familiarity such as TIBA Parking Systems, Flex Parking, AIMS Parking Management (preferred) SKILLS Skills - Strong oral and written communication skills, with particular emphasis in the correct use of grammar and spelling. Effective communication skills with internal and external customers. Strong interpersonal and collaborative skills - works well both cross-functionally and independently. Strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers. Strong organizational and prioritization skills.

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

All members of the USG community must adhere to the USG Statement of Core Values, which consists of Integrity, Excellence, Accountability, and Respect. These values shape and fundamentally support our University's work. Additionally, all faculty, staff, and administrators must also be aware of and comply with the Board of Regents and Georgia Institute of Technology's policies on Freedom of Expression and Academic Freedom. More information on these policies can be found here: Board of Regents Policy Manual | University System of Georgia (usg.edu).

Other Information

Job Grade:A5

Pay Range $16.96/ hr - $23.06/ hr

Due to the responsibilities of this position, this role requires an onsite presence on Georgia Tech's Atlanta campus (100%).

Background Check

Successful candidate must be able to pass a background check. Please visit