Customer Service Coordinator

JOB SUMMARY: The Customer Service Coordinator serves as the first point of contact for all parking, Ucard, and UPass-related inquiries, providing front-line support in person, by phone, and via email. The role manages day-to-day transactions such as permit processing, Ucard/UPass issuance, responding to inquiries, and resolving routine issues. Responsibilities also include monitoring intercoms and camera systems, handling first-level parking-related complaints and parking citation appeals, assisting with citation collections, and liaising with field staff in parking lots via radio. More complex matters are escalated to Management in accordance with established procedures. MAJOR DUTIES RESPONSIBILITIES: 1. Responsibility: Parking and Card Services Administration Carry out daily operations of the Ucard/UPass program, including card production, distribution, troubleshooting and system support to ensure a smooth user experience Process parking transactions (permits, fines, fees), issue permits, and maintain accurate customer and payment records in compliance with departmental Maintain supply inventory, equipment, and program resources, and coordinate with vendors for technical support and issue resolution Monitor data accuracy, maintain audit controls, and support reporting and analysis to inform decision-making Collaborate with students, staff, and campus partners to ensure effective service delivery and continuous improvement 2. Responsibility: Customer Service Provide front-line customer service for Parking and Ucard inquiries (in person, phone, email Deliver clear information on parking policies, permits, payments, and Ucard accounts Assist with basic campus wayfinding Resolve routine issues and troubleshoot customer concerns, escalating complex matters to supervisors or specialists as needed Coordinate with vendors for technical support, including logging tickets and managing service requests Maintain records of interactions and support KPI tracking and reporting 3. Responsibility: Communications and Events Support Executes communications plans to promote unit services Collaborates with internal partners and stakeholders to execute joint communications Assist with monitoring and directing traffic during special events or peak periods Set up and remove event signage, cones, and barricades as required Support visitor parking operations, including assisting with pay stations or mobile app issues Provide feedback to supervisors regarding operational needs or service trends 4. Responsibility: IT and Systems Support Perform basic troubleshooting on Ucard, UPass and parking equipment, payment kiosks, permits, and account systems Report system failures or equipment malfunctions promptly to supervisors or technical Document issues and follow reporting protocols 5. Responsibility: Ancillary Administration Contribute to team meetings, training sessions, and operational planning Take notes for team meetings Participate in continuous improvement initiatives Perform related duties as assigned