Administrative Assistant II, Parking Services

Towson University•Towson, MD

3d•Onsite

About The Position

This position provides administrative support within Parking Services, focusing on customer service and account management. The role involves initial customer interactions via various channels, acting as a liaison between management and the campus community, and assisting customers with basic research related to parking services, citations, and permits. The Administrative Assistant II will also handle initial appeal decision disputes, schedule meetings, and manage customer account requests. Key responsibilities include processing reports, assisting with permit issuance, managing ePermit access codes, and inquiring about vehicle registrations. The role also serves as a backup for Office Coordinators in citation processing, adjudicating appeals, and updating special group accounts. Additional duties include representing the department at events, supporting front desk operations, assisting with emergency preparedness and special projects, and supporting department events.

Requirements

High School Diploma, or equivalent.
Three years of experience providing administrative support.
Strong Customer Service background.
Exceptional oral and written communication skills.
Skill in various computer software packages, such as word processing, spreadsheets, database, and presentation programs, Internet, email, and calendaring software.
Ability to familiarize and use department industry technology.
Ability to organize, prioritize, follow up, be detail-oriented, and track multiple tasks in a high-volume and fast-paced environment.
Work efficiently with confidence and minimal oversight.
Ability to work cooperatively with others and independently.
Ability to compose official correspondence, reports, research, and other complex documents providing administrative support to department management.
Ability to understand and follow oral and written instructions.
Except for qualifications established by law, additional related experience, and formal education in which one has gained the knowledge, skills, and abilities required for the full performance of the work of the job class may be substituted for the education or experience requirement on a year-for-year basis with 30 college credits being equivalent to one year of experience.

Responsibilities

Provide initial customer interaction for phone calls, walk-ins, mail, chats, and email correspondence.
Act as an intermediary for supervisor and/or management, interacting with the campus community, staff, and the public.
Assist customers with basic research for general information regarding citations, appeals, directions, and special group permit requests based on established policies and procedures.
Handle initial appeal decision disputes through customer phone calls, emails, and walk-ins.
Schedule customer escalation meetings with the appropriate section supervisor and/or management.
Schedule customer parking exception request-related meetings with the appropriate section supervisor and/or management.
Schedule meetings as directed by the supervisor and/or management.
Process and handle customer account management requests and concerns at a basic level.
Perform initial account research and/or updates to determine the appropriate way to handle situations and complete associated tasks.
Process and audit daily system reports.
Assist with the issuance of temporary permits.
Manage online ePermit reservation access codes change and/or cancellation requests.
Obtain vehicle registration inquiries via the state of Maryland METERS.
Serve as back-up and assume responsibilities in the absence of both Office Coordinators for citation processing, adjudicating basic appeals, processing general account updates for special groups, and processing department guest code requests.
Serve as a department representative in tabling events on campus.
Provide backup for front desk operations.
Assist with Emergency Preparedness.
Assist with special projects as directed by management.
Support department events as directed by management.