Customer Service Representative (NCS) - Parking Authority

Job Summary

The Customer Service Representative (CSR) of the Residential Permit Parking program (RPP) serves to provide customer service to participants of the RPP program. The CSR utilizes customer service skills and parking-professional knowledge to assist customers navigate and participate in the process of acquiring residential parking permits. Assistance is provided over the phone, over email and in person.

Essential Functions

• Reviews new and renewal permit applications to ensure accuracy and completeness for approval and processing of online and in-person sales;
• Edicates citizen accounts and troubleshoot complex scenarios in real time to resolve issues efficiently;
• Provide administrative support for special projects;
• Review outreach documents such as flyers that are shared with RPP community leaders for distribution;
• Interpret city parking laws for understanding and use when applicable;
• Supports work to issue special permits for unique parking situations;
• Cookordinate with city agencies, non-profits, churches and quasi-public non-governmental organizations as needed;
• Supports inventory and permit control by organizing, filing, and stocking permits for easy access and availability;
• Prepare reports to support internal understanding and assessment;
• Maintain organized filing systems using both alphabetical and numerical methods;
• Utilize and integrate external software relevant to daily operations;
• Handle high-volume workloads with efficiency, accuracy, and attention to detail;
• Demonstrate flexibility by adapting to changing priorities and performing a variety of tasks that fluctuate daily;
• Perform other duties as assigned

Minimum Qualifications

• Education: High school diploma or GED required. Additional Advanced Training Beyond High School Is Required.
• Experience: Minimum of 2 years, customer service-related experience required

Knowledge, Skills, & Abilities

• Demonstrate exceptional customer service skills to effectively assist various customers, public, and vendors;
• Ability to provide information clearly to customers to ensure understanding;
• Ability to read, interpret and verify required documents for residential permits;
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals;
• Ability to maintain organization, accuracy, and clarity in a fast-paced work environment;
• Ability to write routine correspondence such as business emails and memos, and when required, reports;
• Ability to follow established procedures to ensure consistency and minimize errors;
• Ability to speak effectively before groups of customers or employees of the organization;
• Basic mathematical skills, including addition, subtraction and multiplication using units of American numeral system and currency;
• Ability to read and comprehend simple instructions, short correspondence, and memos;
• Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization;
• Ability to manage tasks in a structured and orderly manner;
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions;
• Ability to identify issues and develop solutions in standard situations with limited variables;
• Ability to handle and de-escalate heightened or sensitive communications from customers or others while maintaining composure and effectiveness in dynamic or high-pressure situations;
• Ability to work independently and collaboratively as part of a team when required;
• Ability to collaborate with the RPP section team-members on daily tasks to ensure efficient workflow;
• Ability to be coachable and accept constructive feedback to make necessary performance improvements;
• Ability to ensure workflow efficiency and operational consistency

Additional Information

• Background Check Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.
• Probation All persons, including current City employees, selected for this position must complete a mandatory 90-day probation.
• Financial Disclosure This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Additional Information

The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly.

Additional Information

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER, and we are committed to a workplace that values diversity, equity, and inclusion.