Communications Center Supervisor – First Shift (SHRA) Position Available In Mecklenburg, North Carolina

Position Number:

010264

Department:

Business Services (Adm)

Employment Type:

Permanent –

Full-time Months Per Year:

12

Essential Duties and Responsibilities:

+ Answer eight phone lines for Parking & Transportation Services that include regular phone lines, deck payment stations, and Niner Paratransit. + Monitor and respond to radio traffic from parking enforcement employees and transportation drivers. + Log attendance and status of parking enforcement employees and transportation drivers. + Be familiar with the entire campus including building locations and all parking areas. + Know what parking permit is required for each area and understand restrictions and exceptions for each lot or deck. + Provide directions to all parking areas and campus buildings upon request. + Recommend parking options that make sense for each individual situation including payment options available. + Assist customers attempting to make payments in visitor parking areas with various issues including malfunctioning equipment, lack of payment and general directions to operate the machine. + Provide accurate football and other special event parking information including purchasing parking permits and different options for tailgating events. + Update records as requested from customers which includes verifying information in NC DMV database and Banner. + Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed. + Maintain accurate logs of malfunctioning meters, equipment and other issues which are reported. + Accurately enter notes into citations and permit records which may be helpful for appeal decisions and collection purposes. + Able to remain calm under stressful situations. + Able to research and link vehicle records to current students using NC DMV , parking permit software and Banner Student Accounts using all records to obtain link of address, parents name, etc. + Able to effectively operate parking equipment management software to remotely open and lower deck gates, identify issues with equipment from alarms and report to appropriate person, re-tune equipment loops, verify permit access to determine equipment failure, verify permit access history, and send fees to exit verifiers or Pay on Foot stations as needed. + Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers and supervisors regarding employee status, permit verification, vehicle update, and authorize citations as needed upon verification of appropriate records. + Provide information to customers regarding campus transit, bicycle lockers and transportation services, report problems with buses to appropriate supervisor and monitor PassioGo upon customer request for bus arrival times. + Able to effectively operate Avigilon camera software to review video, verify vehicle information for digital deck voucher and identify payment and research all anomalies reported from parking equipment management software. + Able to effectively navigate parking permit software to verify and update vehicle and permit records, identify duplicate records, correct and merge duplicate records, update disability placards, add and remove scofflaws and verify payment of citations. + Able to use multiple programs simultaneously such as parking permit software, NC DMV , Banner Finance and other student account records to validate and compare addresses, vehicles and payment information and update records appropriately. + Provide excellent customer service by responding promptly and courteously at all times to various patrons including students, visitors, faculty, staff and parents of students. + Responsible for the direct supervision of first shift (5AM-2PM) and (7AM-4PM) personnel. + Authorized to act as the Communication Center Manager over all personnel in absence of management. Minimum Experience /

Education:

Required Minimum Qualifications:

Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.

University Preferred Qualifications:

Graduation from high school and three years of progressively responsible administrative/office management experience including one year of supervisory experience; or an equivalent combination of education and experience.

Preferred Education Skills and Experience:

+ Graduation from high school or completion of its equivalency. + Three (3) years of full-time customer service experience and office/clerical work experience or an equivalent combination of training/experience. + Minimum one (1) year experience in a supervisor/lead position. + Proficient computer skills in working with multiple computer programs simultaneously to include intermediate skills in MS Office Suite (Word & Excel), Google docs and Gmail. + Knowledge of SKIDATA and AIMS parking systems desired. + Experience in training other employees. + Excellent communication skills; must be able to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary. + Two-way handheld radio and 10-code experience. + Proven excellent customer service skills, able to respond with prompt and courteous services at all times even in challenging difficult situations. + Ability to learn industry-specific software. Accurate data entry both handwritten and computerized will be required. + Ability to work independently. + Experience working in college/university setting desired; familiarity with the UNC Charlotte Campus a plus.