Customer Service Administrator
Customer Service Administrator
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Job Description
About the Department of Parking and Transportation Services
Parking & Transportation Services at Mount Royal University are designed to provide students faculty staff and visitors with adequate accessible and well-maintained parking preserve the beauty of our campus and its environment carpooling cycling and public transit are offered to reduce the number of single occupant vehicles driven to the regulations help to ensure that there is an orderly system in place for all who use vehicles when coming to campus. The regulations also ensure that emergency vehicles and equipment have immediate access to all campus locations.
About the Role
Reporting to the Manager of Parking and Transportation Services (PTS) the PTS Customer Service Administrator is familiar with all aspects of Parking and Transportation Services operations at Mount Royal University. This position is responsible for monitoring troubleshooting resolving and reporting customer concerns in a timely fashion. This position has three primary functions: front-facing customer service inquiries including customer service desk monitoring lot patrols and event support. This position will have a clear understanding of all operational requirements as it relates to PTS and is a key member of the PTS team.
This position is a full-time replacement term role working 35 hours per week ending October 16 2026.
Responsibilities
The Parking and Transportation Services Customer Service Administrator duties and responsibilities are customer service focused/driven.
Customer Service Duties
- Work the front-line customer service desk as the primary point of contact for customers.
- Answering calls from customers and taking steps to resolve issues in a timely manner.
- Monitoring and responding to emails and phone messages.
- Makes recommendations to improve customer service on campus to Customer Service Team Lead and the PTS Manager as it relates to PTS Operations.
- Troubleshoots issues and works with PTS Manager & Team Lead as it relates to external service providers to find solutions to existing challenges.
- Gathers and analyzes operating data; develops reports of parking and transportation metrics as directed and makes recommendations on how to better serve the campus community.
- Able to proficiently utilize Microsoft Word and Excel in relation to the job duties and requirements.
- Maintains process documentation and ensures it is current and up to date.
- Responsible for ensuring the effective and efficient delivery of payroll deduction processes in relation to employee parking permits when required.
- Be familiar with parking site conditions equipment and software to able to provide exceptional customer service and troubleshoot issues in a timely manner to meet customers needs.
- Sell manage and troubleshoot campus lockers on a daily and annual basis as needed.
- Support the PTS Manager and PTS Customer Service Team Lead as needed when/where directed.
- Other duties as assigned and required by the PTS Manager.
Enforcement Duties
- On a regular basis able to work outside conducting mobile and foot patrol of parking lots and structures to identify issues and incidences of payment non-compliance and to resolve and/or report issue related to ticketing equipment malfunctions. Able to work outside as required for events as it relates to Position Duties and Responsibilities.
- Identify and report parking lot deficiencies such as wheel stops damaged sign replacement etc.
- Conduct regular lot counts for occupancy levels.
- Support event management on campus where and when required.
Required Soft Skills
- High attention to detail.
- Ability to effectively manage multiple priorities at the same time and keep track of multiple tasks.
- Good communication skills especially interpersonal communication skills. Phone clarity and etiquette is essential.
- Problem solving critical thinking and adaptability.
Qualifications
- One year post secondary certificate/ program or equivalent.
- Minimum of 12 18 months of related experience.
- Experience with customer service and working with clients with complex needs in often stressful environments is required.
- Experience handling customer complaints with a high level of emotional intelligence is required.
- Knowledge and experience with parking hardware and software point-of-sale and inventory management software is considered an asset.
- Knowledge and experience with Microsoft Office (Word & Excel) and Google Workspace (Gmail Chat Docs Sheets etc) is required.
- Some mechanical ability to restock parking machines clear ticket jambs and to reset machines is considered an asset.
- Ability to walk/stand for 4 hours per day is required.
Salary: $45992.00 - $58244.00 per annum
Closing Date: Open until a suitable candidate is found
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: Last Name Requisition Number Document (ex. Smith 999999 ).
Required Experience:
Unclear Seniority
Employment Type
Temp
