Customer Success Representative

University Staff – Regular

About the role

This position serves as the first point of contact for Parking Services, managing email, phone calls, and in-person interactions. The schedule is Monday through Thursday, 9:00 AM to 3:00 PM.

Responsibilities

• Provides problem resolution for all supported products and services
• Follows procedures and policies for handling incoming and outgoing support contacts via telephone, email, web request, chat, or walk-in service desk
• Provides accurate and timely logging of data in the incident management application
• Escalates cases when necessary following appropriate documentation and procedures
• Creates, organizes, reviews, and updates support documentation
• Investigates problem trends from collected data and provides documentation outlining findings
• Assists with data entry as needed

Requirements

• High School Diploma or equivalent
• Demonstrated exceptional interpersonal, written, and oral communication skills
• Ability to use, learn, and adapt to a variety of technology platforms used in parking administration (e.g., Microsoft Office, AIMS, AI)
• Commitment to delivery of high-quality customer service to a diverse college population
• Ability to work in a fast-paced environment; learn and communicate continually changing and detailed information

Preferred Qualifications

• Associate’s degree
• 2+ years in a customer service role
• Demonstrated commitment to diversity, equity, and inclusion
• Experience working and communicating with a variety of teens, adults, and/or stakeholders from varying backgrounds and learning styles
• Experience working in higher education

Pay

Starting at $19.00 an hour