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University of Illinois Urbana-Champaign · 23 hours ago

Customer Service Specialist

Urbana, IL

Full-time

Onsite

Mid Level

$53K/yr - $55K/yr

3+ years exp

The University of Illinois Urbana-Champaign is a leading research institution seeking a Customer Service Specialist. This role is responsible for managing front counter operations, supervising staff, and providing customer support related to parking services.

Higher Education

No H1B

Responsibilities

Manage and supervise front counter staff and oversee daily front counter operations

Monitor, train, and coach Customer Service Representatives to ensure high-quality service and adherence to departmental standards

Provide support to the Parking Administrative Manager by assisting with tasks and projects as needed

Respond to complex parking inquiries received via email, phone, or in person from customers, faculty, staff, and students, providing accurate information about citations, customer accounts, and parking policies and procedures

Assist with maintaining and updating departmental website content and support the implementation of new customer service technologies and tools

Assist with dispatch (e.g., motorist assistance, violation checks, etc.), bagged meter requests, and other parking reservation requests

Respond to general email requests as needed (e.g., waitlist, permits, citations, rate changes, etc.)

Maintain and balance cash drawer as needed

The majority of work is performed in a standard office atmosphere. At times, high call volume and multiple customers may create a fast-paced or hectic environment

Overtime may be required during football season

Perform other related duties as assigned

Qualification

Customer service experienceSupervisory experienceT2 Parking Management SoftwareConflict resolutionOrganizational skillsVerbal communicationWritten communicationTeam collaborationAdaptability

Required

High school diploma or equivalent

Any one or combination totaling three (3) years (36 months) from the following categories: college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent: 30 semester hours equals one (1) year (12 months), Associate's Degree (60 semester hours) equals eighteen months (18 months), 90 semester hours equals two (2) years (24 months), Bachelor's degree (120 semester hours) equals three (3) years (36 months)

Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience

One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred

Experience in the parking or transportation industry

Experience using T2 Parking Management Software

Five years of experience in customer service, public relations, or related public-facing work and public contact

Two years of managerial or supervisory experience in customer service or a related field

Familiarity with the University of Illinois campus streets and parking lots

Extensive knowledge of office practices and procedures

Benefits

Health

Dental

Vision

Life Insurance

A Retirement Plan

Paid time Off

Tuition waivers for employees and dependents

Company

University of Illinois Urbana-Champaign

The University of Illinois Urbana-Champaign is dedicated to building upon its tradition of excellence in education, research, public engagement and economic development.

Founded in 1915

Champaign, IL, US

10001+ employees