Customer Service Specialist, Intermediate

All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

Working Title:

Institution:

Bargaining Unit / Union:

City:

FLSA:

Full Time / Part Time:

Employment Condition:

Salary Range:

Job Description

The Customer Service Specialist Intermediate will provide general support and assistance within the public safety center. They will also participate in specific administration activities including support for parking operations. Providing information direction and policy clarification to students employees and members of the community in person electronically or over the phone. The position will also interact with parking systems to review interpret and report data necessary for daily operations budget planning and decision-making.

PRINCIPLE RESPONSIBILITIES AND RESULTS

Function as a subject matter expert for parking operations. Is knowledgeable on parking policy and procedures and operations. Is able to provide accurate responses to inquiries related to areas such as parking building access and patrol operations by telephone email and in person or redirect to the appropriate department personnel.

• Monitor and respond to email enquiries

• First level of support for front desk student workers.

• Assist in the de-escalation of complaints and concerns for walk-in phone and email interactions

Priority: Essential A Percent of Time: 40%

Data monitoring review and reporting. Regularly interacts with parking software (permit and ramp) and equipment including payment kiosks and the mobile pay app platform. Investigates service interruptions and communicates with the department vendor and users

• Review parking permit data submissions lot assignments loads and counts and permit allocations.

• Collect and report parking data and financial metrics.

• Verify and prepare parking revenue for deposit

Priority: Essential A Percent of Time: 35%

Provides general/non-technical support to the department.

• Participates in meetings and department operation activities.

• Support physical key distribution and return functions.

• Sale and distribution of university parking permits.

• Operate the departments cash register.

Priority: Essential A Percent of Time: 15%

Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner.

Priority: Secondary Percent of Time: 10%

Salary Range: $20.76-$27.53/hourly

Minimum Qualifications

• Customer Service skills sufficient to communicate knowledgeably and provide prompt courteous and accurate information to clientele or refer them to the correct department or office

• Database management sufficient to search for and manipulate records and create reports

• Keyboarding sufficient to compose emails and professional business-quality correspondence

• Basic Math skills sufficient to record and reconcile financial transactions related to fees collected

• Knowledge of spreadsheets sufficient to enter analyze and manipulate data to provide meaningful reporting

• Data Entry skills sufficient to accurately and proficiently record sales of parking permits

Preferred Qualification

• Desire and ability to learn understand and explain multiple policies and procedures pertaining to parking permits key access

• Effectively set priorities establish procedures to accomplish assigned responsibilities and be a good time manager

• 1 year of supervisory experience or leading a team.

• Adaptable to new and emerging technologies and apply them to assigned responsibilities

• Ability to interpret and analyze simplistic to complex problems related to the office and university policies/procedures

• Working knowledge of Federal/State/Institutional guidelines pertaining to the confidentiality

Work Shift (Hours / Days of work)

8:00am-4:30pm Monday-Friday

About

The successful candidate will share St. Cloud States commitment to our mission and in particular the value we place in diversity equity and inclusion (DEI) as outlined in SCSUs Its Time strategic framework. Notably we uphold the advancement of diversity equity and inclusion and engage in intentional actions to address systemic inequities throughout the university and surrounding environment. DEI values practices and strategies are embedded into the fabric of our institution and campus community and they align with the priorities expressed in the Minnesota State systems Equity 2030 initiative. SCSU expects all of its employees to help advance these practices and to contribute to the development of an anti-racist inclusive community.

Employment for this position is covered by the collective bargaining agreement for the American Federation of State County and Municipal Employees (AFSCME) which can be found at: Cloud State University is committed to excellence and actively supports cultural diversity. To promote this endeavor we invite individuals who contribute to such diversity to apply including minorities women LGBTQIA persons with disabilities and veterans. St. Cloud State University does not discriminate on the basis of race sex color creed religion age national origin disability marital status status with regards to public assistance sexual orientation gender identity gender expression or status as a U.S. veteran. The Interim Title IX coordinator at St. Cloud State University is Judith Siminoe. For additional information contact the Office of Institutional Equity & Access Admin. Services Bldg. Rm 121

Benefits Information:

At Minnesota State we have a GREAT BENEFITS PACKAGE! Our generous benefits include 11 paid Holidays Vacation Time Sick Time six weeks of Paid Parental Leave low cost medical and dental insurance with low deductibles ($250 - $1500) a Pension Plan 457(b) and 403(b) retirement plans and other retirement investment options pre-tax medical and dental expense (with roll-over option) and dependent care accounts employer paid life insurance short and long term disability as well as professional development and a tuition waiver program for employees and their dependents etc. We promote the health and well-being of our employees and take work/life balance seriously.

Desired Start Date:

Position End Date:

Open Date:

Close Date:

Posting Contact Name:

Posting Contact Email: