Customer Service Representative

Apply now Job no: 492728
Work type: Staff Full-Time
Location: Denver, CO
Categories: Parking Services

Vision

Enrich the University of Denver's global prominence and community impact through excellence in innovative Facilities Services.

Mission

Through exceptional customer service, we provide sustainable stewardship to the university community that creates an engaging and thriving environment to learn, live, teach and work.

Core Values

  • Stewardship: We effectively use all resources to meet the needs of today without compromising the future.  We work in a safe manner using equipment and procedures as appropriate and encourage others to do the same.  We maintain confidences and protect the security of operations and assets by keeping information confidential and equipment/facilities secure.  We demonstrate efficient use of time, equipment, and other resources with a focus on sustainable operations and best practices. 
  • Teamwork: We work together cooperatively in support of our mission. We value individuals and their contributions to the team and treat each other with respect and dignity.  We actively work to create and support an inclusive and equitable workplace by embedding diversity into all aspects of the workplace.  We communicate honestly and openly, listen attentively, and assume responsibility for resolving difficulties appropriately.  We encourage cooperation, collaboration, and co-ownership of success.
  • Professionalism:  We earn the trust of others through professional conduct that includes honesty, reliability, and competency.  We exhibit a courteous, conscientious and businesslike manner in the workplace. We actively endorse and support DU's mission and work to fulfill its vision, mission, and goals.  We pursue professional development to increase expertise and improve our capabilities to deliver improved job performance. 
  • Service:  We contribute to the success of others by responding in a courteous, timely and accurate manner, seeking assistance when necessary to create a positive DU experience that exceeds the expectations of students, and internal and external contacts. We understand that our performance directly affects the future of DU and strive to perform to enhance the DU experience.  We embrace a positive attitude and participate through engagement with changes in procedures, environment, or responsibilities. 
  • Integrity:  We accept responsibility for the University's and public's trust and are accountable for individual actions. We conduct ourselves and perform our duties in an environmentally, socially, and economically responsible manner that is reflective and protective of the trust placed on us as stewards of the University's facility related resources.
  • Excellence:  We strive to achieve excellence in all endeavors and are committed to continuous improvement. We enthusiastically deliver quality services to our customers while consistently seeking to improve those services through creativity and innovation.
  • Engagement:  We seek to "tell our story" through collaboration, communication, and inclusion with the greater DU community. Through involvement, we ensure the needs of students, faculty, staff, alumni, visitors, and neighbors are met and efforts from each department are understood. We take every opportunity to augment the education and research mission of the university through demonstration of real world applications of theories and principles.


Position Summary

This position will work primarily at the customer service counter assisting customers with purchases and requests for information relating to parking on campus.  This position will work with the administrative staff to fulfill permit requests and new permit orders. Will also perform other duties of an administrative nature.

Performs a wide variety of front line customer service to the University community and external clients.   Works in the public eye answering questions, giving directions, fulfilling permit requests, and performing other such duties as is consistent with customer service.  Also will aid in the coordination of special event parking and liaison between customers, enforcement, and campus safety.  Responsible for the management, adjudication, and timely response to customers appealing parking citations. May assist in training new office or field personnel. 

Essential Functions

  • Performs a wide variety of front line customer service to the University community and external clients. 
  • Greets and provides information and materials to faculty, staff, students, and guests of the University. 
  • Completes customers request for services such as selling a wide variety of parking permits, paying parking citations and appealing parking citations. 
  • Fosters positive working relationships with faculty, staff, students, and University guests. 
  • Performs daily activity of the office operation including but not limited to: answering multiple phone lines, performing a wide variety of data entry (i.e., customer permit purchases, citations issued by Officers, and citation payments), responding to customer account inquires, typing routine correspondence, processing mail, duplicating, collating and distributing department material, and making recommendations on purchases to ensure office supplies and equipment service requests are made. 
  • Act as an intermediary with the public. 
  • Must be able to address customers complaints in a professional manner while taking the necessary customer service action. 
  • Resolve billing disputes and keep track of accounts that are overdue and attempt to collect payment. 
    Record transactions in Power Park FLEX and ensure accuracy of billings. 
  • Post transactions in a financial database and reconcile computer reports with operating reports from FLEX.  
  • Prepares, compiles, sorts, files and maintains confidential customer files (paper and electronic). 
  • Documents the quantity and quality of services provided to customers and maintain the spreadsheet that records the statistics.
  • Receives, adjudicates, and responds to customer citation appeals. 
  • Works closely with the coworkers to monitor and improve upon daily office operations, includes the implementation of new technologies and operational techniques to ensure consistency and efficient office business practices. 
  • Responsible for assisting with revenue count reconciliation. 
  • Performs other duties and special projects for the department/division as assigned. 

Knowledge, Skills, and Abilities

Language Skills:

  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
  • Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from clients, managers, or customers.

Mathematical Skills:

  • Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. 
  • Ability to write reports, business correspondence, and procedure manuals. 
  • Ability to effectively present informations and respond to questions from clients, managers, or customers.

Reasoning Ability:

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only a limited standardization may exist. 
  • Ability to interpret a variety of instructions furnished in written, oral, electronic, graphical, or numerical form. 
  • Ability to self-direct own work and capable of effectively coordinating the work of others.

Other Skills and Abilities:

  • Ability to work in a team-oriented environment that requires individual thought and initiative. 
  • Capable of facilitating the interactions of diverse needs and complex organization. 
  • Ability to maintain professional standards and conduct during stressful and oftentimes emotional situations. 
  • Ability to deliver and follow detailed instructions. 
  • Possesses strong oral and written communications skills.
  • Working knowledge of Microsoft office suite software, ability to deal effectively with customers in person, on the phone, and via email.

Required Qualifications

  • High School Diploma
  • 2 years of customer service experience

Please note, this position will require you to have a valid Colorado Driver's License and be insurable under University guidelines.

Preferred Qualifications

  • Bachelors Plus in Business or related field
  • Working knowledge of PowerPark Flex software.
  • 2 years experience with parking customer service

Work Schedule
Varied

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on October 18, 2019

Special Instructions
Candidates must apply online through www.jobs.du.edu">jobs.du.edu to be considered. Only applications submitted online will be accepted.

Hourly Range:
The hourly rate for the position is $16.50 - $17.50

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.

All offers of employment are based upon satisfactory completion of a criminal history background check.

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