Customer Service Representative
Duties and Responsibilities:
Reporting to the Assistant Director, Campus Safety Services, the position of Campus Safety Customer Service Representative works on the frontline to the main office to provide exceptional customer service to faculty, staff, students, and visitors of the University and ensure the smooth operation of the Shared Services (Patrol and Parking Services) Counter.
The position requires maturity, discretion, tact, excellent judgement, organizational, time management and administrative skills; excellent interpersonal and written communication skills, and the ability to independently respond to queries and resolve problems. Customer Service Representatives are responsible for the on-site reception and provision of referrals for walk-ins, as well as fielding requests for service by phone, email and video chat. Primary duties include the administration of parking permits/locker rentals and collection of fines, parking violations, immobilization and towing charges as well as performing the sensitive role of Appeals Officer and making decisions on fines based on details provided by customer/client.
Further responsibilities include accepting and processing various types of payments; providing relevant parking, safety and security information to a variety of clients; lending assistance to users effecting their transactions through Parking Services' on-line application system; and handling the accounting and deposit preparation of all revenue generated in the Department; preparing reports for student billing and collection agencies; updating the departmental website; and setting up discount codes and validation links for special event parking requirements. The incumbent must participate in all training sessions, respond appropriately to client needs, and must meet University standards with respect to customer service. Occasionally, Customer Service Representatives may also be required to assist with providing support for special events on campus by providing point of entry temporary parking permit sales. Perform other related duties as assigned - some over-time hours are required to meet operational commitments.
Qualifications:
The incumbent must possess the following qualifications:
• Knowledge of and experience with cash register, computer applications, and the Internet with the ability to explain complex instructions/directions to users.
• Excellent interpersonal and customer service skills along with the ability to interact with the diverse population of students, staff, faculty, and visitors at Carleton University is required of the incumbent in this position. The incumbent must participate in all scheduled training sessions, respond appropriately to client needs, and must meet established departmental standards with respect to customer service.
• The incumbent must be available to work flexible hours. Some over-time is a required for this position (over-time must be pre-authorized).
• The incumbent must have a thorough knowledge of Carleton University parking, traffic, and locker regulations and Carleton University regulations and procedures, in general.
• Excellent organizational skills, computer skills, and familiarity with InternetFirefox Mozilla/Google Chrome, institutional databases (such as Banner), and Microsoft Office software including Word, Excel, Access, and Exchange are required in this position.
• Must have precise data entry skills, cash-handling abilities, efficient computer and cash register experience, accurate typing and record keeping abilities.
• Insurability is a requirement of the position.
Education and Experience:
The above is normally acquired through the completion of:
• One year of business/office administration training beyond secondary school and/or a college diploma in a related field.
• Training/good working knowledge/experience in using the Internet and major computer application packages.
• Three years related experience in a customer service counter-based office environment.
HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.