Customer Service Supervisor

at  University of Michigan

HOW TO APPLY

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

JOB SUMMARY

Logistics, Transportation & Parking (LTP) is seeking a motivated, collaborative, customer-focused professional to lead parking attendants and parking ambassador, and take the lead on working with challenging customer issues within Parking Attendant Services. Successful candidates will be highly motivated, dependable, detail oriented, have excellent communication skills (both oral and written), and work well in a team setting. In addition, candidates must be able to work independently and prioritize tasks within a fast-paced, team-oriented environment. The candidate must adhere to a high standard of personal and professional conduct,,and possess a dedication to excellent customer service, interpersonal skills, and an ability to interact with a diverse customer population.
The position reports to the Parking Attendant Services Manager.

REQUIRED QUALIFICATIONS*

Associate’s Degree or equivalent education and work experience (must at least have a high school diploma or GED).
Considerable hands on experience working in a cash-handling operation.
Minimum two years of customer service experience.
Demonstrated excellent written and verbal skills.
Proficiency in the use of a computer, including Microsoft and Google programs.
Able to work independently and as part of a team with little or no supervision.
Able to make sound and consistent decisions.
Ability to move and/or be stationary for long periods of time.
Ability to move things that could weigh up to approximately 20 pounds.

DESIRED QUALIFICATIONS*

Supervisory experience or equivalent leadership training.
College degree in business, transportation or related field.
Experience working in parking, transportation or a related field.
Knowledge of University of Michigan and LTP services, such as fleet, bus routes, parking, etc.
Experience with T2, Tiba, and iParc.
Knowledge of University policies and procedures.

Provide functional supervision of Parking Attendants,Parking Ambassadors, and Customer Service Representatives working at multiple campus locations.
Ensure staffing at all locations in accordance with established schedules and updating scheduling as needed.
Monitor and evaluate staff performance to ensure compliance with unit policies, rules, and regulations.
Administer progressive disciplinary action as needed in accordance with the AFSCME Bargaining Unit Agreement and unit policies.
Participate in hiring activities and conduct training.
Manage the unit cash fund, determine cash inventory needs, create bank deposits, issue and retrieve funds from attendants.
Maintain and operate parking revenue control equipment.
Work with other supervisors and management: review operations, identify and recommend changes in operational procedures.
Interpret University, departmental and unit policies and procedures for customers and staff.
Respond to customer inquiries or complaints; assist staff to resolve specific problems or concerns with customers.
Assist to maintain facility communication, access and count systems by conducting visual inspections and vehicle counts.
Cover other shifts for fellow supervisors, as needed.
This position is performed in an office setting and field setting with a 50/50 split. Must be able to work outside in all types of weather.
Other duties as assigned or as needed.