Customer Service Representative
Job Description
Posting Number
PG194084SPInternal Recruitment
NoWorking Title
Customer Service RepresentativeAnticipated Hiring Range
$36,000 - $38,890Work Schedule
Will be asked to work an 8 hour shift between 7:00 am and 5:00 pm, Monday through Friday, with a one hour scheduled lunch; may vary by day or week. Overtime may occasionally be required, based on departmental needs, which may include weekends.Job Location
Raleigh, NCDepartment
TransportationAbout the Department
North Carolina State University Transportation Department (NC State Transportation) is a receipts-supported auxiliary within the Finance and Administration Division responsible for parking and transit services, managing over 20,000 parking spaces, maintenance and operation of 9 parking decks, enforcing parking regulations, parking citation review and appeal and administration of a 10-route transit system serving over 3.4 million riders per year.
Essential Job Duties
This position will have multiple duties within the Transportation Department, Parking Services unit.
Primarily (60%), this position will utilize a thorough knowledge of the campus streets, buildings, facilities, and parking policies to assist customers as the initial point of contact for in-person visitors to campus at the Visitor Information Center (VIC).
The Visitor Information Center (VIC) Host will:
Primarily (60%), this position will utilize a thorough knowledge of the campus streets, buildings, facilities, and parking policies to assist customers as the initial point of contact for in-person visitors to campus at the Visitor Information Center (VIC).
The Visitor Information Center (VIC) Host will:
- Work independently at the VIC.
- Assist all campus visitors that drive up to the gates.
- Answer any incoming calls to the VIC.
- Provide information and assistance to all customers.
- Interpret and disseminate information regarding transportation policies and procedures to customers in a way that is easily understandable.
- Use parking management software (AIMS) to confirm permit details of visitors
- Issue temporary virtual permits to customers
- Provide specific directions to various campus locations.
- Continuously and consistently present a positive image of the University.
During times without customers (40%), this position will also assist front office staff in providing remote customer service via email and phone assistance. They will field phone calls, greet guests and respond to emails using the same skills and knowledge required when helping customers in person.
In this capacity, the VIC Host will:
- Screen calls and emails.
- Formulate, type and revise departmental correspondence.
- Verify accounts for ticket payments, permit purchases, waiting lists and refunds with a focus on Carpool permit processing, approving, monitoring, communicating and reporting.
- Provide information and assistance to all customers.
- Interpret and disseminate information regarding transportation policies and procedures to customers in a way that is easily understandable.
Other Responsibilities
Based on departmental needs, this position may be asked to assist other departmental units during peak times.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts NC State University’s rights to assign or reassign duties and responsibilities to this job at any time. Other duties as assigned to help the unit achieve departmental goals.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts NC State University’s rights to assign or reassign duties and responsibilities to this job at any time. Other duties as assigned to help the unit achieve departmental goals.
Minimum Experience/Education
High School Diploma or equivalency; or demonstrated possession of the competencies necessary to perform the work.
Other Required Qualifications
- Ability to quickly learn and use a variety of office equipment and software, including parking software, copiers, receipt printers, databases, spreadsheets, Microsoft Office, Zoom, Google Suite, and Cisco multi-line phone systems.
- Demonstrated ability to make autonomous decisions within established policies and procedures, using sound judgment and best business practices.
- Excellent interpersonal, verbal, and written communication skills, with the ability to clearly explain policies and regulations to customers. Skilled in handling communication through text, chat, email, phone, video conferencing, and in-person interactions.
- Proven ability to provide exceptional customer service to diverse personalities, efficiently handling inquiries, transferring calls, and taking messages. Identifying customer trends and reporting them to management for analysis.
- Administrative experience with proven organizational skills, capable of managing and prioritizing multiple tasks and pivoting between them as required.
- Ability to compile and review reports, recommend improvements or strategies for change, and respond to inquiries professionally, accurately, and confidentially.
- Willingness and ability to learn new programs, services, policies, and procedures.
Preferred Qualifications
AIMS Parking Software Experience is a plus
Required License or Certification
NA
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
06/25/2024Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)
07/01/2024Special Instructions
Please include as attachments a resume and cover letter, you may also include references.
Make sure that the work history you list on your application is identical to the work history listed on your resume. The application must be filled out completely, do not use the phrase “see resume.”
Make sure that the work history you list on your application is identical to the work history listed on your resume. The application must be filled out completely, do not use the phrase “see resume.”
Position Number
00041049Position Type
SHRAPosition Classification Band Title
Administrative Support AssociatePosition Classification Band Level
JourneyPosition Classification Salary Range
$ 33,540 - $ 54,455Salary Grade Equivalency
GN04Alternate Option
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.00Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Mandatory - Medical EmergenciesTime Limited Position
NoDepartment Id
424001 - TransportationAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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