Customer Service Representative

Indiana University
Published
June 5, 2021
Location
Indianapolis, IN
Category
Job Type

Description

Department

PARKING SERVICES (IA-PARK-IUINA)

Department Information

Parking and Transportation Services (PTS) is a division of Auxiliary Services on the IUPUI campus. We are committed to providing customer focused parking and transportation solutions that support the needs of students, employees and visitors. Our primary goal is to provide an exceptional customer experience to those we serve.

We are committed to being a welcoming campus community that reflects and enacts the values of diversity, equity and inclusion. Successful candidates will seek to understand different perspectives and cultures, can actively contribute to a work climate where differences are valued and supported, and are sensitive to cultural norms, expectations and ways of communicating. We hope to identify individuals who can assist us in dismantling racism and other oppressions so that everyone has the opportunity to succeed at IUPUI.

Job Summary

The PTS Customer Service Representative is responsible for providing exceptional customer service to members of our community who park in various garage facilities on campus. This position is highly visible and requires strong interpersonal skills and the ability to remain professional in all situations.

Primary duties and responsibilities include:

  • Troubleshoot and resolve visitor or permit holder issues in garage facilities at exit lanes, entry lanes, or the Automatic Pay Station (APS) machines.
  • Issue electronic billings to customers when equipment issues cannot be resolved or the customer is unable to make payment.
  • Serve as basic technical support of equipment in garage locations, and immediately report unresolved equipment issues to PTS equipment support team or supervisor.
  • Provide guidance and solutions to the vendor managing overflow customer calls as necessary.
  • Serve customers of large special events on campus as necessary.

Required Qualifications

High school diploma or GED.

Proficient communication skills. Maintains a high degree of professionalism. Demonstrates a high commitment to quality. Demonstrated customer service skills. Demonstrated time management and priority setting skills. Ability to build strong customer relationships. Friendly and service-oriented. Demonstrated problem solving skills. Effective interpersonal skills.

Preferred Qualifications

One year of customer service experience. One years of experience in the parking industry. Maintains a high degree of professionalism when interacting with difficult or irate customers. Identifies members of the community who may need assistance and quickly intervenes to offer solutions. Ability to learn and communicate university parking permits, permissions, and valid parking locations.

Possess a valid Driver's License with the ability to be insured by Indiana University.

Working Conditions / Demands

The majority of time will be spent outdoors and there is possible exposure to extreme hot or cold temperatures. Ability to lift/carry minimum of 25 pounds, but not more than 50 pounds. Risk of bodily injury from mechanical parts, electricity, etc. Possible exposure to fumes, odors, etc. that may affect respiration and skin, Job may induce stress when dealing with upset/irate customers. Must be able to perform essential job duties with or without reasonable accommodation.

Work Location

Parking Services

IUPUI Campus

Indianapolis, Indiana

Job Classification

Career Level: Foundational

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service

Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at [Click Here to Email Your Resumé] or by visiting IUPD.

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