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Parking Services Centre Coordinator

1 month ago

Vancouver, Canada University of British Columbia Full time

Staff - Union

Job Category

CUPE 116

Job Profile

CUPE 116 Hourly - Parking Services Centre Coordinator

Job Title

Parking Services Centre Coordinator

Department

Parking Compliance and Access | Parking and Access Services

Compensation Range

$25.77 - $28.29 CAD Hourly

Posting End Date

December 16, 2024

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.
- Job Summary
- The Parking Services Centre Coordinator position provides customer service and administrative support to the campus community on a number of services and products offered by the Parking & Access department - including parking, keys, UBCcard, Lost & Found, Compass Card, and the UBC Bike Program - and is the primary point of contact for small or initial customer escalations, and troubleshooting of these products.
- They are knowledgeable of all products and services offered and act as the consummate host of the department, ensuring queries and services requests are fully addressed with focus on providing excellent, friendly and professional service throughout every interaction.
- The position works shifts including weekends if an operational need arises.

Organizational Status
Reports to the Operations Supervisor and its Managers, and interacts regularly with members of other units such as the Systems team, Maintenance & Facilities, and Parking Enforcement.

Work Performed
- Performs customer service and administrative activities including:
- Has broad knowledge of the Parking Management Software and process parking permit requests accurately in the system.- Is knowledgeable of the University campus configuration and its parking facilities, able to assist customers with unusual parking and accessibility needs in an equitable and compassionate manner.- Understands how the University building access configuration work, process key requests and support customers with questions around building access.- Swiftly processes and issues large number of UBC Identification cards using the various required systems, and troubleshoot small printer equipment issues.- Coordinates residential parking assignments, and the reserved spaces across campus, including addressing customer and stakeholder queries, invoicing, payment processing, and arrears communication.- Processes financial transactions for keys, permits, bike lockers, traffic fines and UBC cards, and follows proper payment acceptance and refund procedures to maintain audit integrity.- Verifies cardholder identification, confirms cardholder registration and status and resolves issues/updates with registration data.- Handles confidential and sensitive information, and maintains records and transactional information. Prepares and reviews parking reports, and assists on financial, key, and parking permit audits.- Reviews departmental compliance regarding University parking policies and maintain familiarity of current policies and procedures, best practices, and the various software used to perform the work.- Identifies discrepancies in parking records and follows up if payment is due.- Assists customers throughout online sales process and actively promote the use of our on-line services.- Provides feedback to supervisor regarding customer trends or concerns in a timely manner.- Maintains appropriate inventory levels of keys, and other products for issuance. Troubleshoot technical customer issues including cwl and parking portal authentication problems, challenges with parking links, electronic payments, keys and UBCcards.- Takes ownership of customer issues, attempts to minimize escalation to managers and supervisors, and remains as the primary customer’s point of contact throughout completion of the service whenever possible.- Interacts with upset and angered customers and practices de-escalation techniques while attempting service recovery, escalating issues to managers and supervisors when needed.- Checks vehicle records and provides information to relevant operational areas such as parking enforcement.- Carries out any other related duties as required in keeping with the qualifications and requirements of positions in this classification.

Consequence of Error/Judgement
Poor customer service or miscommunication could result in reduced revenue and poor regulation compliance for both the UBC parking and carding office, and impact the reputation of the department. Works within well-defined guidelines and procedures, but is expected to exercise some initiative and judgment in establishing priorities and carrying tasks through to completion; new or unusual problems are to be referred to supervis