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Apply for Job Job ID372504 LocationTwin Cities Job FamilyCampus Operations Full/Part TimeFull-Time Regular/TemporaryRegular Job Code7422PT Employee ClassCivil Service Add to Favorite Jobs Email this Job About the Job Background Parking and Transportation Services is a self-supporting unit of the University of Minnesota within Auxiliary Services. The department is responsible for the administration, operation and maintenance of reliable and efficient transportation services on the Twin Cities campus including transit, parking, fleet, streets, walkways and way-finding. PTS supports alternatives to the single-occupant vehicle and promotes programs to encourage the University community to walk, bike, carpool, or take the bus. The department handles compliance documentation for all University vehicles or licensed equipment and administers the fuel credit card, vehicle insurance and safety, and employee driver training programs. PTS Mission Facilitating safe and effective integrated transportation systems that provide services for pedestrians, bicycles, transit and vehicles. Responsibilities 80% Oversee Day-to-Day Desk Operations * Provide daily oversight of the Ops Center. Manage the Ops Center. Alter assignments to maintain appropriate coverage on a day-to-day basis to attend to service needs. Interview and hire help desk coordinators. Orient, train, coach, discipline, and evaluate staff in the help desk operation. Administer labor contracts, and University and departmental policies. Schedule and lead bi-monthly meetings. Follow department protocol for dealing with emergencies including notification of attendants and closeout procedures. Provide exceptional customer service to internal and external customers. Actively promote and ensure a culture of quality customer service. Ensure complaints are resolved in a timely manner and individualized service is provided within current department and University policies. Identify, monitor and track issues, concerns, and challenging customer situations ; Work to find the best parking solution for customers or direct them to appropriate personnel or resources. Look for ways to improve efficiency and service levels. Attend training sessions or seminars to improve performance. Recommend policies and/or operating procedures changes. Attend meetings and follow up with customer departments regarding parking needs. Efficiently solve operational problems; and initiate appropriate actions as required. Elevate and inform the subject matter experts/senior leadership as appropriate. Partner with the subject matter experts/senior leadership to ensure smooth sale/distribution of credentials associated with PTS programs. Coordinate information flow to ensure operations center staff and customers are aware of project/program impacts. Inform Operations Coordinators about upcoming impacts to campus and PTS operations. This includes, but is not limited to facility maintenance schedules, structural repair, construction impacts, closures, etc. Control information flows and act as a coordination point between operations center staff, and the senior leadership team. Act as a first-level escalation point for in-depth customer service issues. Conduct order analysis and inventory and maintain appropriate card stock level Coordinate system updates/upgrades with PTS IT and vendor Perform financial analysis to answer customer billing questions. Partner with the accounting/finance staff to resolve customer service issues. Coordinate the verification of EFS-based translation and arrange for the collection of payments. Comply with all University and departmental financial and operational conduct policies and enforce proper financial procedures. Maintain fiscal integrity by monitoring predetermined margins with an emphasis on sound cash control procedures. Conduct spot audits or other types of audits when requested. Work with customer service to ensure proper cash handling procedures are followed. Work in connection with he departmental accounting staff to investigate cash control. procedural problems, errors, and potential theft. Assist with quarterly and annual audits and oversee and back up month end closing as requested. Process credit card payments following PCI DSS compliance requirements. Ensure resolution and escalation of parking and transportation issues Escalate issues to supervisor/management as appropriate. Implement ordering processes and resolving issues for parking, alternative transportation, transit, and mobility programs. Assist with basic financial analysis to answer customer billing questions. Work with the accounting/finance staff to resolve customer service issues. Answer customer questions and provide guidance regarding the campus transit services. Utilize Metro Transit website to assist customers with Metro Transit products and services and/or redirect as needed. Support the Climate Action Plan by promoting alternative transportation. * Ensure facility access and revenue control equipment is working efficiently and effectively. * Establish parking usage in facilities based on supply and demand and make real-time adjustments as needed. * Utilize departmental PARCS to monitor space, adjust counts and provide usable space to all users of parking facilities. * Monitors video system for issues and maintenance concerns in University parking facilities. * Provide direction and feedback to the PARCS vendor on operating issues and testing/software upgrades. Evaluate site specific concerns and develop plans to mitigate or eliminate potential problems Report/Coordinate issue entries into vendor ticketing system. Test equipment. Assist with parking app implementation. Support parking operations * Serve as backup to ops center functions as needed, including parking validations, parking reservations, and parts management system. * Assist with other parking functions, including events, as needed 20% Support PTS Administration/Strategic Planning * Partner with PTS leadership in implementing quality control procedures and performance measures to ensure a high level of customer service and appropriate implementation of PTS programs and services. Participate in efforts to enhance PTS wide programs, initiatives, and projects. ,, Responsible for ensuring compliance with established standards. Respond to questions related to PTS policy. * Administration Staff departmental and U-wide committees and work groups as requested. Assist in development and implementation of departmental policies, procedures and initiatives. Answer questions related to PTS administrative policy, respond to or initiate inquiries, and explain policies and procedures. Develop and maintain administrative processes, procedures and systems including electronic and manual tracking and filing systems for PTS. Resolve issues and problems independently, as appropriate. Identify areas of improvement and make recommendations. Investigate and develop responses to complicated, complex and/or sensitive inquiries, requests and issues. Attend training, conference sessions, and/or seminars to stay current with emerging... For full info follow application link. The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds. The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu.