Rep II, Customer Support (Parking)

Department: Parking Services • Location: Parking Office • Employment type: Full-Time Regular (non-exempt)

About the role

The City of Fort Collins is seeking a Rep II, Customer Support to serve as the primary point of contact for customers seeking assistance with parking-related inquiries and services. You will address customer concerns via phone, email, and in-person interactions, provide accurate information about parking locations, rates, and regulations, and resolve issues efficiently to ensure a positive customer experience. You will also assist in managing parking permits, processing payments, and maintaining records in a fast-paced environment.

Responsibilities

• Assist internal and external customers with information about services, directions, registration, utility service, memberships, and billing inquiries.
• Maintain member records in databases and ensure administrative activities related to customer support programs are completed accurately.
• Monitor and respond to general email inboxes promptly and courteously.
• Collaborate with other city departments to solve problems.
• Perform data entry and maintain databases and spreadsheets for the department.
• Perform administrative, general clerical, and filing tasks as needed.
• Perform cashiering duties on a regular rotational basis.
• Conduct research and analyze processes to resolve customer issues and disputes.
• Administer and monitor programs relevant to the department’s functions.
• Coordinate on-site initiatives and events supporting customer support efforts and long-term engagement.
• Conduct financial transactions such as petty cash management, billing, fee processing, or account balancing.
• Generate statements and reports.
• Produce materials supporting customer service efforts, including assisting in the development of messaging, mailings, and publications.
• Understand and interpret policies, procedures, codes, and regulations.
• Perform other special projects as assigned.

Requirements

• High school diploma or GED.
• Minimum two years of customer service experience.
• Specific knowledge of department-related ordinances, policies, procedures, and regulations.
• Specific knowledge of services and products offered by the department/division.
• Ability to use Microsoft applications including Word, Excel, Outlook, and PowerPoint.
• Ability to perform basic math and accounting skills.
• Ability to use multiple technological systems to manage customer information and billing.
• Knowledge of general office equipment operations.
• Works on assignments that are moderately difficult and require developed functional experience.
• Ability to work with minimal supervision as well as in a team setting.
• Data entry and spreadsheet development experience.
• Excellent customer service and communication skills.
• Ability to communicate clearly and effectively both orally and in writing.
• Ability to respond effectively to difficult or stressful situations, including de-escalation of difficult customers.
• Ability to actively problem-solve with limited guidance.
• Ability to assess and anticipate customer needs.
• Ability to identify and recommend process improvements.
• Ability to educate and sell products and services to customers.

Skills

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.
• Strong learning orientation; leverages all resources and is creative in learning to adapt to changing issues and trends.
• Desire and ability to understand the diverse needs of internal and external customers and exceed their expectations.
• Desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Pay

Annual salary range: $41,710 – $62,566. Anticipated hiring range: $43,000 – $52,000. Salaries are paid biweekly.

Benefits

• Medical, dental, and vision insurance (for self, spouse, domestic partner, children) – eligible on the 1st of the month following date of hire.
• Paid vacation, paid holidays, sick leave, and an additional one-time bank of 40 PTO hours for new, full-time hires.
• Retirement plan with company contributions after a 6-month probation period and immediate vesting.
• Flexible spending accounts for medical expenses, dependent care, or both.
• Employee Assistance Program offering counseling, legal, and financial assistance.
• Life insurance, short-term and long-term disability.
• Wellness program and access to workout facilities.
• Employee and family onsite health clinic.
• Learning and development opportunities at all levels in the organization with career mobility.
• Collaborative work environment.