APARC COMM CTR OPR

MARTA•Atlanta, GA

10h•$37,000 - $55,000

About The Position

The APARC Command Center Operator helps provide a quality customer experience and ensure the smooth operation of parking facilities. The operator is likely to be the first MARTA contact for parking customers, responding promptly to calls and resolving issues while communicating parking policies and procedures. The position monitors parking-facility devices using CCTV cameras and command-center monitors, including information on ticket status, facility capacity, and equipment status. The operator assists customers with Pay-on-Foot, Pay-in-Lane, and other equipment, reports accidents, incidents, and safety concerns, and works with team members, APARC Line Supervisors, and the APARC Administrator to maintain quality standards. The role includes troubleshooting APARC System and area-equipment problems, keeping a daily log of equipment needs or failures, and reporting deficiencies for repair. Other related duties may be assigned, including Transit Ambassador assignments. The role involves site visits to various parking facilities, possible permanent assignment to a larger facility, and travel between locations via the MARTA rail system. Parking Services operates 24/7; the employee must be able to work nights, weekends, holidays, and special events and be available on call 24 hours a day, seven days a week.

Requirements

High school diploma or equivalent required.
Two years of experience working in a customer service environment or call center required.
Excellent written and verbal communication skills, including the ability to communicate effectively with customers remotely.
Ability to maintain composure during chaotic situations.
Proficiency with automated systems using a personal computer and associated software packages.
Must pass a physical examination, including a drug/alcohol screen.
Must complete a credit reference check and background investigation.
Must be able to work weekends, holidays, nights, and special events and be available on call 24 hours a day, seven days a week.
Must be able to make site visits to various parking facilities and move between locations via the MARTA rail system.
Must meet the listed physical demands, including occasionally lifting less than 50 pounds and standing, sitting, walking, using hands to finger, feel, and reach, and climbing, balancing, stooping, kneeling, or crawling.
Specific vision requirements include close vision, distance vision, depth perception, and the ability to adjust and focus.

Nice To Haves

Work experience in a parking services command center area is highly desirable.
Familiarity with systems for parking services command center operations is highly desirable.
Knowledge of automated financial systems is highly desirable.

Responsibilities

Troubleshoot problems with any part of the APARC System and provide solutions that satisfy customer needs; communicate significant facility issues to the APARC Administrator.
Communicate with customers, management, and other personnel to assist with questions, problems, and concerns.
Respond promptly to calls through the APARC Central Command Center intercom or by phone, determine resolutions, and choose efficient ways to address each situation.
Assist customers with APARC System Pay-on-Foot, drive-lane Pay-in-Lane devices, and other equipment.
Monitor parking-facility devices using CCTV cameras and command-center monitors, including ticket status, facility capacity, and equipment status.
Troubleshoot area equipment, maintain a daily log of equipment needs or failures, and report deficiencies through the appropriate channels for repair.
Immediately report accidents, incidents, and safety concerns to the APARC Line Supervisor and APARC Administrator.
Work with team members, APARC Line Supervisors, and the APARC Administrator to maintain quality standards.
Perform other related duties as assigned, including Transit Ambassador assignments.
Visit various parking facilities and move between work locations via the MARTA rail system.