Office Specialist

Towson University•Towson, MD

13d

About The Position

This role is responsible for processing and handling customer requests and escalations within Account Management, focusing on escalations and exception processing. The specialist ensures decisions align with policy and procedure intent, handles various customer escalations including complaints, appeals, exceptions, and suspected inappropriate use of permits, and conducts in-depth research involving external entities like the University Billing Office and MVA. The role also involves coordinating with IT for system issues and serving as a liaison for Parking & Transportation Services with cross-functional teams. Key responsibilities include processing special permit requests, appeal requests, and exception requests, resolving account issues through research and independent judgment, and processing requests for virtual permits. Additionally, the specialist monitors operations for potential improvements, provides recommendations, and serves as a backup for the Office Coordinator.

Requirements

Bachelor’s Degree
Five years or more of related experience
Strong customer service skills
Strong work ethic
Strong analytical skills
Strong leadership skills
Strong mentorship skills
Exceptional oral communication skills
Exceptional written communication skills
Ability to organize, prioritize, follow up and track multiple tasks in a high-volume and fast-paced environment
Ability to work efficiently with confidence and minimal oversight
Ability to work cooperatively with others and independently
Ability to familiarize and use operational technology

Nice To Haves

Prior operations management experience
Prior business administration experience
Related field experience that includes customer account management

Responsibilities

Processing and handling customer requests and escalations.
Ensuring decisions are in line with policy and procedure intent.
Handling customer escalations from A&F front desk section staff, including complaints, appeals, exceptions, suspected inappropriate use of permits, excessive violation of department regulations, and parking sanctions.
Completing required in-depth research on customer accounts, which may involve the University Billing Office, MVA, or Towing Company.
Coordinating with the PTS Operation IT Analyst for any parking management system issues creating customer and/or account issues.
Partnering and serving as a liaison for Parking & Transportation Services with cross-functional teams for customer service-related exceptions, escalations, issues, and concerns for parking permits, appeals, and citations.
Processing special permit requests by researching and applying critical thinking to determine appropriate permit types, and using independent judgment to approve/deny requests or accommodate exceptions.
Reviewing appeal requests, completing in-depth research, and determining if fines should be reduced.
Reviewing requests for exceptions to normal approaches for permits, parking assignments, etc., and defining criteria for approved exceptions.
Resolving account issues through in-depth research and independent judgment, including account updates, refund processing, credit/debit processing, process adjustments, and coordination with other offices.
Processing requests for virtual permits, including department guest permits and special department requests.
Monitoring trends and customer service section systems for potential improvements and problem resolution.
Coordinating with the Assistant Director A&F or designee to provide recommendations for improving efficiency and service.
Serving as back-up and assuming responsibilities in the absence of the Office Coordinator, including monitoring front office staff, assigning tasks, and providing support.
Performing other duties as assigned.