Customer Service Specialist, Ancillary Services - Calgary, Canada - University of Calgary

Description

Description

Parking & Transportation within Ancillary Services is currently seeking a Full-time Regular Customer Service Specialist.

Reporting to the Director, Parking and Transportation Services, this position is considered a senior position and is the expert and resource for administration and customer support that are critical to the operations of the department. This position assists with daily operations of both the Parking Services and Campus Service Centre teams (CSC), where errors occurring within these units can have significant financial, political and student impact. The incumbent can be expected to deal with stressful situations that require clear thinking and positive actions for resolution. This position operates on a Monday-Friday 9:00-17:00 basis to provide extended support to the parking operations.

Summary of Key Responsibilities (job functions include but are not limited to):

Leadership

• Training of staff for both teams, providing changes to procedures and practices to existing staff.
• Providing full training to new staff including all aspects of the work and setting the attitude and tone required for service to clients.
• Analyze data for reporting that subsequently effects operational decisions and informs policies.
• Responsible for communications with on and off campus groups and the resolution of their issues related to products and services provided by the department.
• Advise on rate and fee changes that are sent forward to the board.

Operations Sustainment

• Responsible for the ongoing operation of all customer administrative functions; permit issuance, waiting list management, visitor parking passes, infraction ticket discrepancies, and ticket appeal administration.
• Maintenance of U of C payroll file for parking to ensure the accuracy of the payroll file, review and resolve any discrepancies once the file is uploaded into PeopleSoft.
• Generating statistical reports as requested by the Director of Parking Services.
• Manage wait list process and procedure in an objective and unbiased manner. Using judgement to provide equitable solutions to issues around the waitlist that provide confidence and integrity to the system.
• Oversee permit issuance process, providing auditing functions to ensure compliance to Parking and University policies along with payment collection.
• Work with customers to understand situations and provide the best solutions for guest parking. Including working with high profile clients and organizations.
• Analyze data from Moneris, Cale, Aims and any other relevant source to provide resolution to customer inquiries or disputes.
• Administer the infraction ticket process. Providing immediate information and decisions to the enforcement staff.
• Oversee the work done by other team members to ensure task completeness and daily goal accomplishment.
• Responsible for providing a safe work environment for the parking customer service team and assist in the inspections of team' work areas and provide improvements or corrections where necessary.

Special Projects

• Review and consider all aspects of the department as part of the planning phase; changes to operation, wording changes on signage, enforcement options and the overall integrity of the system.
• Resolution of outstanding issues in a timely manner.
• Manage consultants/vendors for implementation of recommendations and remediation plan.
• Provide support and work product for initiatives that are generated throughout the year for the department.

Qualifications / Requirements:

• 3-5 years advanced and proven customer service skills in a complex service environment.
• Excellent organizational skills and the ability to share knowledge and work flow with team members.
• Excellent communication skills both verbal and written are a necessity.
• Work in the parking industry or relevant post-secondary education would be an asset.

Application Deadline: April 24, 2024

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.

This position is part of the AUPE bargaining unit, and falls under the Specialist/Advisor Job Family, Phase 1.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website.

About the University of Calgary

UCalgary is Canada's entrepreneurial university, located in Canada's most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada's leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ) and requests for accommodations can be sent to Human Resources ).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role.

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.