General Information
| Job Description | BLANK AST 3 | Working Title | Customer Service Representative, Transportation Services |
|---|---|---|---|
| Job Code | 004722 | Grade | |
| Department Name | Transportation & Parking Svcs - D01121 | Department Head | Irma Henderson |
| Supervisor | Irma Henderson | Effective Date | 06/01/2023 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Department Custom Scope
| The Transportation & Parking Customer Service Representative III services as the primary representative for Transportation & Parking Services by applying policies and procedures to resolve a variety of customer service issues. Works on assignments such as inquires and complaints from customers regarding services that requires research, are varied in nature, recognizes the need for deviation and consideration from standard practice, and refers customers to appropriate supervisors when necessary; applies and explains complex policies and procedures regarding parking permits, parking citations and alternative transportation incentives as they relate to customers? payroll and/or student status, reason for coming to campus, and final campus destination; performs other duties as requested. |
Education & Experience Requirements
Education Requirements
Experience Requirements
| Experience | Requirement |
|---|---|
| 5 years experience in a busy service oriented office and/or customer service experience, previous experience in handling/processing cash and credit card transactions; reconciliation and balancing processes. | Required |
| Demonstrated experience with Microsoft Office Suite (Word, Excel, Access and Outlook) to compile various reports, spreadsheets, business correspondence, and maintaining informational databases. | Required |
| Experience in a higher education environment, or experience in public service, traffic/transportation environments. | Preferred |
License Requirements
| License | Requirement |
|---|---|
| Valid Driver License | Required |
Certification Requirements
| Certification | Requirement |
|---|---|
| Employee Transportation Coordinator Certificate (ETC) with previous experience in planning and implementing rideshare and related transportation programs and knowledge of South Coast Air Quality Management District policies relating to alternative transportation and specifically Rule 2202. | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Customer Service: Applies department and University policies and procedures to identify customer problems, resolve issues and address questions that are moderate to complex in nature and provides appropriate solutions and alternatives in a timely fashion using information researched from a variety of campus and non-campus data sources. Provides information and eligibility guidance on parking permit options and alternative transportation incentives available to students, faculty, staff, visitors and vendors; determines need for deviations from routine practices when individual and unique customer circumstances arise. Assists in the preparation and delivery of informational materials; participates and represents department in presentations and community outreach events; answers questions unique to individuals? housing and commuting situations. Respond to department field staff with information requests by accessing various department databases in order to provide vehicle permit and exemption information, as applicable. Prepares correspondence effectively (written or verbal) to best match customer style, needs, and level of understanding. | 30 |
| Permit Sales: Manages over-the-counter permit sales, web transactions and refunds for faculty, staff and students in a high volume setting using a computer based point-of-sale application where data are entered to and/or researched from a variety of University systems and other electronic data. Reconciles all types of customer transactions; generates and reviews summary reports checking over/under errors and confirming balances; researches inaccuracies and presents potential resolutions to supervisor. Researches customer transaction histories using departmental and campus computer databases, including data from Student Business Services, UC Path, and CA DMV database terminal. Conducts preliminary audit of campus-wide customers? payroll deductions and/or student business account charges, verifies previous cycles? transactions, and resolves discrepancies to assure accurate and timely posting of bi-monthly, monthly, and quarterly permit payments based on deadlines from UC Path, Student Business Services, and Financial Aid. Administers campus-wide Leased Space program; collaborating with departments to determine their operational parking needs and work within budget constraints; provides information to departments on University policies and procedures regarding the uses of different accounting fund types and uses; coordinates location, installation, and enforcement criteria of leased spaces with other internal TAPS units. | 20 |
| Alternative Transportation: Provides initial point of contact and support for customers needing eligibility and enrollment information on Alternative Transportation program and incentives (vanpools, carpools, walking, biking, and public transit); explains why program requirements were not met to ineligible applicants based on the nature of their unique personnel attributes. Administers Guaranteed Ride Home program. Coordinates service requests with Fleet Services, documenting necessary information and ensuring program participants are aware of the program guidelines; analyses data and prepares reports for management regarding program participation and usage. | 20 |
| Citation Processing: Advises customers as to the reasons citations were issued and makes recommendations on actions that could prevent customers from receiving future citations; verifies citation payments and confirm total payment due on unpaid citation; researches customer data to determine their campus affiliation and advises customers on the their available method of payment. Resolves customer complaints, which vary in nature and sequence based on each individual case, by researching applicable University and non-University databases, interpreting and correlating applicable policies and regulations, communicating and explaining findings, and presenting possible alternative solutions, if applicable. Monitors and collates customer feedback, identifies problem patterns, researches current conditions and potential solutions and makes recommendations regarding department procedures and processes to address underlying causes and mitigate future problems. | 20 |
| Operational support for Transportation Services: Participates in the development and implementation of the unit?s mission, goals, and strategic planning. Assists in the review of operations and services to identify operational efficiencies and integrate ?best practices?. Coordinate and/or participate in special projects and assignments, the scope of which may extend beyond day-to-day operations. | 10 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Excellent verbal and written communication skills to effectively and professionally interact with diverse groups using tact and diplomacy; ability to communicate patiently and courteously with sometimes difficult individuals. Skill in listening, anticipating, and responding to the needs of customers. Ability to work with the public in a high volume environment and maintain composure in stressful situations. Skill in establishing and maintaining cooperative working relationships with management, coworkers, and campus departments. Ability to research, apply and explain a variety of rules, policies and procedures. | Required |
| Ability to sit, walk and stand for variable periods; ability to participate in campus and community TAPS/Alternative Transportation events, indoors or outdoors, during varying environmental conditions and weather. Ability to bend, kneel, stoop, lift, carry objects such as boxes of brochures, flyers, pamphlets and other TAPS program materials weighing up to 35 pounds, by hand or with the use of a cart or hand truck. Ability to drive vehicles, such as vans, SUVs, light trucks and electric carts around campus. Ability to use a two-way radio and learn basic radio codes. | Required |
| Strong organizational skills to coordinate and prioritize multiple complex duties, paying attention to detail and deadlines when faced with high volume, fluctuating workload and constantly changing priorities. Ability to perform multiple tasks to completion with frequent interruptions in a fast-paced environment. | Required |
| Effective analytical and problem solving skills, including skill in identifying and brining attention to issues or concerns that require special handling. Strong basic math abilities and keen eye for detail. Skill in fast and accurate data entry. | Required |
| Knowledge of UC Path personnel appointment attributes and campus payroll cycles. | Preferred |
| Knowledge of UCR transportation and parking policy and procedures. | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Must possess or obtain a Valid CA Driver License in accordance with the California Department of Motor Vehicles, if driving a university/personal vehicle for university related business. | Required |
| Must successfully pass a background check through the department of Justice. | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| Supervision |
Environment
Working Environment
| Campus |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |