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Customer Experience Coordinator

Job Description

Position Number:

100463

Title:

Coordinator

Functional Title:

Customer Experience Coordinator

Category Status:

33-Exempt Regular

Applicant Search Category:

Staff

University Authorized FTE:

1.000

Unit:

VPA-Transportation Services-Parking

Campus/College Information:

Founded in 1856, University of Maryland, College Park is the state’s flagship institution. Our 1,250-acre College Park campus is just minutes away from Washington, D.C., and the nexus of the nation’s legislative, executive, and judicial centers of power. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of research entities, embassies, think tanks, cultural centers, and non-profit organizations is simply unparalleled. Synergistic opportunities for our faculty and students abound and are virtually limitless in the nation’s capital and surrounding areas. The University is committed to attracting and retaining outstanding and diverse faculty and staff that will enhance our stature of preeminence in our three missions of teaching, scholarship, and full engagement in our community, the state of Maryland, and in the world.

Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.

Vaccine Protocol

The University of Maryland has made the safety of our students, faculty and staff, and our surrounding communities a top priority. As part of that commitment, the University requires that students, faculty, and staff on the UMD campus be vaccinated against COVID-19. As a prospective and/or a new employee at UMD, you will be required to comply with the University’s vaccination protocol. Proof of full vaccination will be required before the start of employment in order to work at any University of Maryland location. Prospective or new employees may seek a medical or religious exemption to the vaccination requirement at return.umd.edu and must have an approved exemption prior to the start of their employment. Failure to provide proof of vaccination or to obtain approval for a medical or religious exemption will result in the offer of employment being rescinded.

Position Summary/Purpose of Position:

The Department of Transportation is seeking a highly motivated, energetic, and driven candidate to supervise the student customer service initiative and continue to provide outstanding customer service to the University of Maryland community. The successful candidate will be asked to provide exemplary customer service to the community around transportation related issues and requests in the chain of customer contact, respond to and resolve walk in customer requests, e-mails, phone calls, and answer customer’s questions regarding policies and procedures for the Department of Transportation. They’ll be responsible for hiring, training, and evaluating the student employees of the front desk, ensuring they continue to provide a high standard of customer service and satisfaction.

The position supervises two full-time customer service support staff members. This position will also be responsible for scheduling cashiers, ensuring coverage of the cashier area, setting expectations for staff, and maintaining accountability for all staff job functions.

Key Responsibilities:
  • Oversees the operations of guest services to deliver the best customer service experience to the University of Maryland’s community
  • Lead, direct, and develop a team of 2 full-time direct reports, ensuring they meet their performance goals
  • Managing, planning, scheduling, training, recruiting, and selecting student employees as customer service representatives
  • Develop and execute special projects, programs, and initiatives that may arise from the operation
  • Approve and monitor proper cash handling and compliance with PCI standards for appropriate card use
  • Manage tow release processes
  • Approve cashier records including daily cashier reports, audit cashier permits, sales, and bank funds
  • Serve as back up for administrative functions and have a working knowledge of validation code issuance and use, 2 and 3 day permit program, and MVA flagging

Compensation:
  • Starting salary range of 70k depending on relevant skills and experience.
  • The University also offers a comprehensive benefits package, including 22 Days Annual Leave; 15 Days Sick Leave; 3 Days Personal Leave; 15 Paid Holidays
  • Tuition Remission

Minimum Qualifications:

Education:
Bachelor’s degree from an accredited college or university.

Experience:
  • Five (5) years of experience working in customer service, particularly in the parking management industry or in a higher education setting
  • Three (3) to five (5) years of supervisory experience

Knowledge, Skills, and Abilities:
Demonstrated ability to independently handle multiple tasks and set priorities in a high-paced environment.

Preferences:

Preferences:
  • Excellent communication skills both verbal and written and strong listening skills required
  • Strong customer service skills necessary
  • Excellent oral, writing, editing, and interpersonal skills as proficiency in Microsoft PowerPoint and Excel is required
  • Strong organizational skills and attention to detail
  • Experience with Information Systems, and parking management software is preferred
  • Experiences in higher education or parking management preferred

Additional Information:

Compensation:
  • Starting at 70k, depending on relevant skills and experience.
  • The University offers a comprehensive benefits package, including 22 Days Annual Leave; 15 Days Sick Leave; 3 Days Personal Leave; 15 Paid Holidays
  • Tuition remission is available

To apply, please upload a cover letter, resume and names and phone numbers of three professional references.

Job Risks

Not Applicable to This Position

Physical Demands

Sedentary work. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Posting Date:

12/05/2022

Closing Date:

12/19/2022

Open Until Filled

No

Diversity Statement:

The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.

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