Parking Coordinator

Overview:
**Term: 1 year**

The Customer Service Representative reports to the Manager, Sustainable Transportation, and provides exceptional front-line service to our diverse University of Waterloo population along with extensive operations support such as financial processing, parking coordination, special event support, managing departmental social media platforms, and resolving problems/disagreements related to contravention of the University of Waterloo Parking Regulations.

University of Waterloo (UW) comprises of over 8.3M gsf of space supporting over forty thousand students in undergraduate and graduate programs, prestigious cutting-edge research, residences, and wide range of support services. All these activities are supported by a complex transportation infrastructure including over six thousand parking spaces.

Responsibilities will align with the Plant Operations goal of contributing towards providing a safe and accessible, invitingly clean and comfortable, functionally enriched and well-maintained campus environment through service excellence.

**There are 2 vacancies available and they are contingent on funding.**

**Responsibilities**:
Front-line Service Delivery
- Represents Sustainable Transportation as the first in-person point of contact for parking inquires
- Supports UW by addressing inquiries and answering questions from employees, retirees, student and office walk-ins
- Answers multiple incoming calls from employees, departments and off campus visitors regarding a variety of inquires (i.e. tickets, account updates, vehicle information, permit types etc.)
- Assesses eligibility of requested services, verifies submitted supporting documentation, and responds in timely, accurate, & professional manner
- Communicates clearly and with high level of diplomacy both favorable & unfavorable decisions while adhering to UW Parking regulations and processes
- Uses effective communication and active listening skills to manage and deescalate tense situations, ensuring a safe and respectful environment for all parties involved
- Resolves problems independently or escalates to Sr. CSR or management, issues that are unique/potentially serious/or aggravated in nature

Enforcement of Parking Regulations
- Communicates (verbally and in writing) with employees, students, retirees, and contractors in all matters of parking infraction resolution: reviews process for ticket payments, explains next steps for vehicle retrieval, etc
- Reviews permit records and places holds on student accounts (QUEST) that exceed UW threshold amount
- Arranges towing services for vehicles on campus as required (e.g. fire routes, accessible spaces, escalated permit infractions, etc.)
- Coordinates release of towed vehicles
- Coordinates all aspects of monthly meetings with the Property Infractions Committee
- Attends meetings, takes minutes, and promptly follows up on decisions made by the Property Infractions Committee
- Uses and maintains confidential information related to all areas of parking operation

Operational support
- Responsible for opening and/or closing the office ensuring the operation is clean, organized and remains secure
- Ensures the log of overnight parking/special requests and tow log are collected, delivered, and up to date each day from the Special Constables Services office
- Issues and provides permits to employees, retirees, students, visitors, and contractors on a daily, monthly, termly, and yearly basis
- Runs reports through specialized parking software to gather data to verify permit related information to support issuance of tickets or permits
- Responds to radio calls from parking enforcement, UW special constable services, and Plant Operations management regarding parking infractions, gate issues, unexpected events, blocked access
- Prints and distributes parking vouchers for gated locations for either reserved parking or large event parking
- Manages daily use of departmental/faculty parking spaces: issues vouchers, provides detailed instructions on location, assigns code access, etc
- Supports and coordinates employee requests for permit holds and cancellation for leaves of absence, mat-leave, summer suspension
- Supports employees with requests for accessible parking and works closely with HR, Accessibility Services, and Occupational Health
- Answers frequent gate calls to assist with entry, exit, or prepares for processing payments through dedicated software
- Prepares, obtains approvals, and sends out correspondence to employees and students regarding parking lot updates, construction, closures, convocation relocations and waitlist releases
- Maintains parking and financial documentation as required by UW policy and CRA regulations
- Assists with scheduling and coordination of UW wide events
- Liaises with campus clients to support booking of parking lots, providing permits, collecting fees, and processing payments
- Supports Parking Enforcement Officers and Special Constable Services durin