Parking Customer Service Agent

Job DescriptionEmbodying the Virginia Tech motto of Ut Prosim (That I May Serve), the Division of Auxiliary and Business Services has responsibilities across multiple Virginia Tech campuses and throughout the Commonwealth of Virginia, always working to meet the needs of the University and anticipate the needs of those we serve. Auxiliary and Business Services strives to be customer focused and operationally minded while offering a diverse group of services that support and enhance the Virginia Tech experience. We take pride in being a responsive, innovative, and inclusive workforce that are stewards of the resources entrusted to us.The Parking Customer Service Agent is responsible for providing parking services support to employees, students, and visitors of the Virginia Tech campus. General responsibilities of this position include: providing excellent customer service to a diverse group of customers, selling and issuing parking permits and Smart Way bus passes, processing citation payments, and performing data entry to process information into the Flex Parking database system. The incumbent will perform report maintenance, daily cash drawer balance, permit inventory, weekly processing of meter collections, and daily processing of returned mail. Additional duties for this position may include being the backup for the Receptionist. This position is responsible for collecting the majority of the revenue received at Parking Services and may require additional hours on nights, weekends, or special events. It is also mainly performed in an office environment and involves considerable sitting and standing for long periods of time, including repetitive motion through the use of a computer.The incumbent also performs other duties as requested; takes initiative to support a healthy work environment; strives to fulfill the terms in the Standards of Business Conduct; exemplifies Virginia Tech's Principles of Community; and supports the university's motto, Ut Prosim (That I May Serve).Required QualificationsExperience• Strong customer service and cashiering experience in a high-demand environment.• Experience reconciling accounts and/or reports.• Data entry experience.Knowledge, Skills, and Abilities• Demonstrated proficiency with Microsoft Office programs such as Excel and Word.• Excellent interpersonal and communication skills.• Ability to work with diverse and irate customers in a team-based environment.• Ability to provide accurate, detail-oriented results on a consistent basis.• Must be able to safely and frequently move and handle up to 30 lbs.• Work is primarily performed in an office environment and involves considerable sitting and• standing for long periods of time and repetitive motion through the use of a computer.• May need to work additional hours outside of normal schedule to meet the needs of thedepartment and division.• Must be able to work in a variety of weather conditions.Preferred Qualifications• Experience working with database applications.• Knowledge of Virginia Tech Campus.• Knowledge of parking rules and regulations.Pay Band3Appointment TypeRegularSalary InformationAnticipated starting salary is $37,000Review DateApril 15, 2024Additional InformationThe selected finalist will be required to successfully complete a criminal conviction and driver records check.Job DutiesCashier/Customer Service(70%)• Responsible for the sale and reconciliation of faculty, staff, and student parking permits while maintaining strict accountability of the funds generated.• Responsible for selling and processing special group permits such as Retiree, bicycle, BBW, Carpool, Temporary Medical Disability, Special Use, New Employee, Turf, and Visitor Parking permits.• Balances daily permit sales and permit inventory, comparing cash, check, Amex, Discover, Visa, MasterCard, Hokie Passport, and Checks with Flex daily balance/reconciliation report.• Reconciles cashier/permit reports and prepare daily deposit report in compliance with VT policies and procedures.• Provide walk-in service to university visitors and guests and provides them with maps, guides, etc., and direct the guests to the appropriate lot(s) for parking.• Processes returned parking permits and put them on a form after marking them returned in FLEX.• Each cashier will file their own forms upon completion of daily reconciliation for each day with session ID on the forms.• Seeks cashier supervisor or authorized personnel for cashier overrides and receipt reversals as needed.• Ensures proper permits are issued to individuals who participate in specialty programs.• Verifies this information from lists obtained by the department (Hill Crest, 30 YR employees, Retirees, Rescue Squad members, Summer Programs, etc.) Checks registration of vehicles on Flex and or verifies information using DMV.• Processes parking citations in the Flex database system.• Verifies that citation is attached to the correct customer.• This log will need to be included with the daily reconciliation report and checked the following day.• Verifies class schedules and employment using the Banner System.• Responsible for petty cash.• Cash should be stocked as needed, and requests go to Supervisor if change is needed.• Ensure all money in the drawer is locked in the drawer/bag in accordance with VT policies and procedures.• Removes academic holds using Banner.• Process third-party charges for VBC permits when requested by the customer.• Process all CAP permits (Bike Bus and Walk permits and Carpool Permits) and verify customer eligibility.• Accepts appeals for parking citations and explains the appeals process to appellants.• Provides parking services support to employees, students, and visitors, while maintaining a friendly and professional attitude.Inventory Control(15%)• Will be subject to occasional audit with regard to permits on hand versus permits allocated by Parking Accounts Receivable Supervisor.• Reports any permit discrepancies to supervisor.• Maintain accurate requests to have permits allocated when inventory is running low; verify permits allocated versus permits received upon receipt.• Verifies Permits sold in the Flex Database System match the Daily Permit Inventory Report.• Monitors inventory on all permits, parking forms, and supplies.• Ensures information is entered into the inventory control log.Telephone Receptionist(10%)• Serve as phone receptionist as assigned.• Answers the primary multiline phone system with Parking and Transportation.• Directs Calls to appropriate personnel.• Will process Visitor parking permit requests when covering phone receptionist position and email customer when permits are ready for pickup.• File Request after pickup.• Provides general information to customers on parking processes, policies, and procedures.• Will train and serve as backup/Receptionist.• Required to work special events for Moss Center at the North End Garage.• This may include working overtime, including nights and weekends.• Maintaining proper cash handling in accordance with university and department policy.• This includes reconciling parking fees and completing necessary paperwork for deposit.Other Duties(5%)• Maintains clean work area and any department demands as management requires.• Processes returned mail and investigates the address to get billing delivered properly.• Ensures Identity Finder is run monthly and verification is given to authorized personnel.About Virginia TechDedicated to its motto,Ut Prosim(That I May Serve), Virginia Tech pushes the boundaries of knowledge by taking a hands-on, transdisciplinary approach to preparing scholars to be leaders and problem-solvers. A comprehensive land-grant institution that enhances the quality of life in Virginia and throughout the world, Virginia Tech is an inclusive communitydedicated to knowledge, discovery, and creativity. The university offers more than 280 majors to a diverse enrollment of more than 36,000 undergraduate, graduate, and professional students in eight undergraduate colleges, a school of medicine, a veterinary medicinecollege, Graduate School , andHonors College . The university has a significant presence across Virginia, including theInnovation Campus in Northern Virginia; the Health Sciences and Technology Campus in Roanoke; sites in Newport News and Richmond; and numerousExtension offices andresearch centers . A leading global research institution, Virginia Tech conducts more than $500 million in research annually.Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, sex (including pregnancy), gender, gender identity, gender expression, genetic information, national origin, political affiliation, race, religion, sexual orientation, or military status, or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants, or on any other basis protected by law.If you are an individual with a disability and desire an accommodation, please contactApril ****** regular business hours at least 3 business days prior to the event.