Responsibilities 50% Oversee PTS’ customer program ïƒ˜ Provide day-to-day operational oversight of the customer service desk including staffing, training, and coordination of service delivery and communication. o Supervise customer service desk staff, including the hiring, scheduling, training, evaluating, and discipline of full-time and student staff. o Act as a back-up for the customer service desk as needed. o Coordinate information flow to ensure customer service staff and customers are aware of project/program impacts. ï‚§ Understand and be able to communicate issues like, facility maintenance schedules, structural repair, construction impacts, etc. ï‚§ Act as coordination point between customers and senior leadership team. Act as a first-level escalation point for in-depth customer service issues. o Identify, monitor and track issues and concerns; efficiently solve operational problem; and initiate appropriate actions as required. o Create training and documentation materials. ïƒ˜ Act as a back-up for Parking Operations support functions such as event calendar support, reservations, meters, and coupons as requested. ïƒ˜ Provide exceptional customer service to internal and external customers o Actively promotes and ensures a culture of quality customer service. Ensure complaints are resolved in a timely manner and individualized service is provided within current department and University policies. o Identify and resolve complex and challenging customer situations. Elevates and informs the Assistant Director/senior leadership as appropriate.
25% Support PTS’ transit program ïƒ˜ Act as back-up transit supervisor as needed (requires FTA certification and drug testing protocols) ïƒ˜ Act as back-up paratransit driver as needed (requires FTA certification and drug testing protocols) ïƒ˜ Assist with management of transit technology programs, including paratransit scheduler, bus tracking, and GIS database.
25% Administrative Duties ïƒ˜ Comply with all University and departmental financial and operational conduct policies and enforce proper financial procedures. ïƒ˜ Act as point of contact for the student hiring process, including compliance with I-9s and ensuring that appropriate PCIDSS training is completed. ïƒ˜ Represent PTS at student job fairs and other events ïƒ˜ Assist in development and implementation of departmental policies, procedures and initiatives. ïƒ˜ Contribute to the quarterly and annual report. ïƒ˜ Represent PTS on committees as assigned. ïƒ˜ Complete other duties and tasks as assigned by the Assistant Director/leadership team. ïƒ˜ Attend training, conference sessions, and/or seminars to stay current with emerging practices and continuous improvement.
Annual Salary Range: $45,760, - $49,500
Work Environment The position requires work to be performed primarily in an office setting.
Minimum Qualifications ïƒ˜ BA/BS with at least 2 years of experience or 6 years combined equivalent education and experience. ïƒ˜ Demonstrated excellent written and verbal skills. ïƒ˜ Ability to work independently and in consultation with multiple stakeholders. ïƒ˜ Ability to balance multiple work demands and to thrive in a changing environment.
Preferred Qualifications ïƒ˜ Supervisory experience ïƒ˜ Ability to manage multiple projects ïƒ˜ Ability to work independently and in consultation with multiple stakeholders ïƒ˜ Ability to resolve work-related problems in a respectful and timely manner ïƒ˜ Ability to prioritize workload demands to reflect deadlines and priorities ïƒ˜ Ability to gather, analyze, and report information ïƒ˜ Ability to establish effective working relationships with diverse, multiple customer base ïƒ˜ Ability to anticipate problems and seek timely and appropriate solutions ïƒ˜ Knowledge of and experience with University policies, systems and procedures. ïƒ˜ Ability to function in a collaborative and collegial environment. ïƒ˜ Demonstrated commitment to customer service.
Internal Number: 335602
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.