PARKING & TRANSPORTATION-CUSTOMER SERVICES MANAGER

About the Role

The Customer Services Manager provides leadership and strategic oversight to support effective and consistent delivery of Transportation Services. This role promotes a customer-focused environment, identifies opportunities to enhance service quality and operational effectiveness, and fosters collaboration across the university community. The manager oversees daily front office operations, leads the customer service team, and ensures exceptional support for students, faculty, staff, patients, and visitors.

Responsibilities

• Team Leadership and Operations:
  • Manages and supervises the front office team, ensuring timely, accurate, and courteous resolution of customer inquiries and service requests.
  • Provides training, coaching, and performance monitoring to ensure adherence to departmental policies and service standards.
  • Manages staffing coverage, schedules, and shift coordination to maintain uninterrupted customer service.
• Customer Services and Communications:
  • Delivers high-quality customer service, addressing complex inquiries about parking policies, permits, citations, and account matters.
  • Oversees all customer communication channels (phone, email, in-person) to ensure timely, clear, and professional responses.
  • Prepares customer communications and instructions to promote consistency and positive service experiences.
  • Supports maintenance and updates of the departmental website and collaborates on communication plans for customer outreach.
  • Serves as a liaison for UAB Transportation, fostering relationships with internal and external stakeholders.
  • Coordinates departmental presence at UAB events to increase awareness and gather feedback for service improvements.
• Financial Responsibility:
  • Oversees daily handling, recording, and reconciliation of payments, refunds, and financial transactions.
  • Implements revenue control procedures for permit management, fee collection, and cash-handling to ensure accountability.
  • Collaborates with Finance and Accounting teams to support financial processes, reporting, and audit needs.
• Systems and Data Management:
  • Utilizes parking management software (e.g., T2) and university systems (e.g., Oracle) for quality control, data analysis, and service improvements.
  • Oversees customer communication platforms to ensure accurate data entry and timely responses.
  • Supports adoption and implementation of new customer service technologies and system updates.
  • Compiles and evaluates operational data to generate reports that identify trends and support decision-making.
• Policy and Compliance:
  • Supports development, implementation, and refinement of departmental policies and procedures to ensure compliance with UAB guidelines.
  • Ensures front office team adherence to policies and operational standards through monitoring and corrective action.
  • Identifies and recommends process improvements to enhance efficiency, service quality, and customer satisfaction.
  • Represents UAB Transportation on the UAB Parking Appeals Panel, providing expertise for fair citation adjudication.
• Performs other related duties as assigned.

Requirements

Bachelor's degree in Business Administration, Accounting, Communications, or a related field and three (3) years of related experience required. Work experience may substitute for the education requirement.

Preferred Qualifications

• 3-5 years of experience in customer service settings, with at least 2 years of managerial or supervisory experience, preferably in higher education or parking management.
• Strong communication skills, with the ability to convey information clearly and professionally to diverse audiences.
• Proficiency with database management systems and customer communication platforms, including troubleshooting and learning new technologies.

Pay

Salary Range: $52,555 - $85,400

Schedule

• Primary work arrangement: Onsite
• Shift: Day/1st Shift (final schedule to be determined by the department/hiring manager)