Customer Service Ambassador

Madison, City of•Madison, WI

1d•Onsite

About The Position

The City of Madison Parking Division is seeking Customer Service Ambassadors to provide essential frontline service at our gated parking facilities. In this role, you’ll be the face of the Parking Division, ensuring smooth operations, assisting customers, and supporting a wide range of parking services. This position offers a unique opportunity to work independently, solve problems on the spot, and contribute to the safety and efficiency of our city’s parking infrastructure. Customer Service Ambassadors typically work alone and in challenging conditions, including small work areas, heavy traffic, construction zones, extreme weather, and interactions with potentially upset customers. The current recruitment is to fill two (2) vacancies. In addition, this recruitment will establish a candidate pool to fill any full-time or part-time Customer Service Ambassador vacancies that may arise over the next six (6) months.

Requirements

One (1) year of customer service experience that included cash handling responsibility.
Familiarity with safe cash handling techniques.
Familiarity with computers and ability to learn and use computer software applicable to the duties of the position.
Familiarity with basic hand tools and ability to learn and perform minor repairs to equipment.
Demonstrated ability to effectively work with multicultural communities.
Possession of a valid driver's license and ability to meet the transportation requirements of the position.
Ability to sit or stand for long periods of time to work at computer, fee computer, and monitor video surveillance for revenue collection and customer assistance.
Ability to walk and stand for extended periods of time for special event parking, enforcement, directing traffic, and assisting customers at various locations within and near the gated facilities.
Ability to bend, twist, squat, reach, and use hand tools for minor repairs to parking equipment, snow/ice removal of drive lanes and walkways, and stocking supplies.
Ability to move barricades and signs, which includes having to lift up to 25 pounds on occasion and up to 50 pounds with assistance, as needed.
Ability to work in adverse weather conditions.

Nice To Haves

Strong customer service and communication skills with the ability to remain calm and professional in challenging situations.
Dependable, self-motivated, and able to work independently with sound judgment.
Comfortable working outdoors in all weather conditions and around traffic, construction, and other changing environments.
Basic mechanical and computer skills with the ability to troubleshoot equipment and learn parking systems.

Responsibilities

Provide customer service by answering questions regarding directions, events, building locations, and parking policies.
Proactively engage with customers to enhance their parking experience and address any potential issues or concerns.
Assist parking structure customers with making payments using the automated pay and exit stations.
Use various software and/or monitoring cameras.
Diagnose and resolve customer service concerns and/or equipment issues.
Monitor parking equipment at assigned facility/facilities throughout the shift to ensure efficient entry and exit of vehicles.
Perform basic maintenance and repairs on parking structures and parking control equipment, such as replacing dislodged gate arms, clearing ticket jams, replacing receipt rolls, and replacing ticket boxes.
Set up and remove barricades and/or signs to facilitate efficient entry and exit of vehicles, to include both pay-on-entry and pay-at-exit operations.
Enforce parking regulations in City-operated parking facilities as assigned.
Assist in training new employees.
Calculate and collect parking fees, using a fee computer or manually, for customers entering and exiting parking facilities, ensuring accurate change is made.
Deposit money in a safe.
Record deposit information accurately, following established policies and procedures.
Issue Failure-to-Pay notices in lieu of payment, following established policies and procedures.
Maintain assigned areas, facilities, and equipment in a clean and orderly condition.
Secure equipment, booth, safes, offices, and restrooms when not in active use.
Keep entry/exit drive lanes and walkways clear of snow, ice, safety hazards, litter, and debris.
Report issues requiring assistance to resolve to maintenance personnel, leadworker, and/or supervisor.
Perform other related duties as assigned.