Customer Experience Coordinator

This position is a member of the Parking and Transportation Services' Customer Experience Unit within the Montana State University Police Department. The person in this position will perform all customer service duties, coordinate the unit's citation appeals process, and provide administrative support. Performs of customer service functions in person, over the phone, and by email, including the sale of parking permits, payment of parking citations, and responding to general inquiries.

Duties and Responsibilities

Issue parking permits and receive payments for citations.
Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes.
Answer inquiries and questions in person, over the phone, and by email.
Answer questions regarding parking rules and regulations with accurate information to best serve customers.
Correspond with customers who need parking permits (on and off campus).
Utilize various programs, i.e.: Microsoft Office Suite, T2.
Data entry and verification.
Maintain accurate databases and various digital and paper records.
Screen citation appeals for recommendations to the appeals board.
Schedule and conduct monthly appeals board meetings.
Prepare appeals dockets.
Apply results and send letters.
Assist with administrative duties such as mass notifications and customer correspondence.
Website design and maintenance.
All other duties as assigned.

Required Qualifications

• Experience, Education, Knowledge & Skills

Progressively responsible general office experience which includes responding to questions and concerns from the public regarding policies and procedures, detailed record keeping responsibilities, and multitasking. An equivalent combination of relevant education and experience may also be considered.
Demonstrated experience performing data entry using a personal computer.
Demonstrated experience reconciling cash register drawer and tapes.
Demonstrated experience operating various office equipment such as computers, copier, calculator, and credit card terminals.

Preferred Qualifications

• Experience, Education, Knowledge & Skills

Familiarity with the MSU-Bozeman campus.
One year customer service experience with parking enforcement.

The Successful Candidate Will

Effectively operate work-related equipment.
Demonstrated competence in maintaining accurate filing and record keeping systems.
Maintain, process, and verify information with a high degree of accuracy and close attention to detail.
Communicate effectively with employees and the public - in person, through email, and over the phone; establish and maintain effective working relations with co-workers and the public.
Demonstrated competence organizing and prioritizing multiple, simultaneous work assignments, meeting deadlines, and exercising adaptability to changing priorities, with a high level of attention to detail and accuracy.
Represent University Police and Parking and Transportation Services to others in a professional and courteous manner.

Position Special Requirements/Additional Information

Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics.

Must pass a comprehensive background investigation.
This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University's rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required.

This position has supervisory duties?
No