Parking Operations Specialist - 0826

City of Greenville•516 Rutherford Street (Parking Administration) - Greenville, SC

3d•Onsite

About The Position

Under regular direction and in compliance with standard operating procedures and policies, this role provides parking operations and facilities oversight by monitoring parking facilities using closed-circuit television (CCTV) and specialized parking software. The specialist exercises limited discretion in the interpretation and application of standard policies, procedures, and rules. They provide customer services to patrons within parking facilities and dispatch personnel to the field as needed to resolve equipment and system problems. The role also performs necessary equipment repairs, collects daily revenues from pay stations, counts and reconciles revenues against reports, troubleshoots communication issues, and prepares money banks for special events. This position is responsible for preparing related reports for the Office of Management and Budget (OMB) Department.

Requirements

High school diploma or equivalent.
One (1) year of customer service experience.
FEMA training and certifications ICS 100, IS 552, and ICS 700, within three (3) months of employment.
Valid South Carolina Class D Driver's License.
Knowledge of basic principles and practices of parking operations.
Knowledge of Call Center operations.
Knowledge of high-level customer service and effective communication techniques for dealing with the public and de-escalation techniques.
Knowledge of telephone etiquette.
Knowledge of computer operation sufficient to enter, retrieve, and interpret operational data.
Knowledge of office procedures, and equipment, including computer operations, such as word-processing, spreadsheets and database management.
Knowledge of record-keeping procedures and practices.
Knowledge of methods of handling, receipting, and maintaining records of money received.
Knowledge of proper grammar, spelling, and arithmetic in writing reports and communicating with the public.
Ability to communicate basic information to the public in a respectful and knowledgeable manner.
Ability to utilize a variety of communication and interpersonal skills to interact successfully with people at several levels inside and outside the organization.
Ability to perform job duties under stressful conditions, react appropriately using good judgment, and effectively prioritize simultaneous demands.
Ability to identify and report safety issues.
Ability to accurately make change, process, and account for monies and receipts by making basic mathematical calculations.
Ability to work a flexible schedule that includes nights, weekends, holidays, working split shifts, and a reasonable amount of overtime.
Ability to problem solve basic customer or equipment issues that may arise and make sound independent decisions within scope of authority.
Ability to function in a work environment with moderate noise levels from several sources creating constant activity.
Ability to establish and maintain effective working relationships with co-workers, supervisors, and the public.
Ability to read, understand, and follow manuals and policies.
Ability to write reports, summaries, and compose emails in a clear and professional manner.
Ability to use hand tools and electric tools to make basic facility and/or equipment repairs.
Ability to drive City vehicle between facilities.
Ability to work in inclement weather conditions including cold rain, wind, heat, snow, sleet, etc.
Ability to operate gates, spitters, elevators, pay stations, fire/burglary panels, hotel encoders, smoke detectors, card readers, and communication boards.
Ability to operate general office equipment to include scanner, printer, copier, smart phone, telephone, and computer with Microsoft Office Suite.
Ability to utilize specialized software and systems to include parking access systems, camera control centers, work management software, and other remote access software.

Nice To Haves

Call center, parking operations, or surveillance/dispatch experience.
Cash handling or accounting experience.
Associate degree in business, public administration or accounting.

Responsibilities

Utilizing CCTV, monitor facility entrances and exits to address customer concerns, broken gates, tailgating, driving around gate arms, and for general customer assistance with the pay stations.
Prepare documentation and support for instances that involve risk management claims.
Monitor facilities for traffic flow, perform elevator checks including emergency phones, walk stairwells, perform random roving of facilities on foot, assist customers and ambassador as needed.
Utilize judgement with customers to provide for a positive customer service experience while limiting revenue loss.
Prepare documentation for customers that fail to provide adequate payment at the exit and coordinate with the Customer Service Coordinator.
Monitor parking and access and revenue control systems, and other communications equipment to address system failures to ensure revenue recovery.
Prepare daily activity report and document incidents throughout shift.
Perform daily inspections on parking access and revenue control systems equipment to ensure the equipment is fully operational.
Perform scheduled PM on payment machines and hotel encoders.
Perform basic repairs to gates, ticket dispensers, hotel encoders and pay stations and coordinate more technical repairs to the respective representative.
Perform resets of equipment to include fire/burglary panels, security incidents, hotel encoders, pay stations, hotel readers, communications boards, gates, emergency phones, and elevators.
Identify and prioritize operational issues and address accordingly.
Perform regular testing of systems to ensure maximum utilization.
Review inventory for call center/payment machines and submit documentation to Parking Operations Supervisor.
Coordinate downtown events for parking requirements and prepare paperwork for events and cancellations.
Ensure funds are properly accounted for and reconciled following established money handling procedures.
Prepare related reports for OMB.
May serve as Event Lead as determined by supervisor.
Deliver prepared event bags to event staff safe and collect event funds at the end of the event.
Secure funds for verification in secured money room safe.
Deliver verified deposits to the bank for deposit.
Monitor, clean and maintain pay stations.
Perform other duties as assigned.