Purpose:

Answer customer inquiries, assist university visitors, faculty, staff, and students with parking related matters, create a friendly atmosphere, and provide unparalleled customer service

Policy:

It is the policy for Communications Center staff to abide by the mission, vision and values in action which have been established to support the overall mission of University of North Carolina at Charlotte and the Department of Parking and Transportation Services.

Schedule:
Communication Center Operators schedules will vary based on the needs of the department and the student’s class schedule.

Some weekends may be required.

Mandatory workdays include, but are not limited to:

• Move-In
• Home Football Games
• Fall Commencement
• Spring Commencement
• CMS Graduation

Work Environment:

Indoor office environment.

Some outdoor work may be required based on the needs of the department.

• Work outdoors in all weather conditions
• Lift up to (50) lbs
• Walk, stand, and/or sit for extended periods of time

Uniform:
Communication Center Operators are a non-uniformed position.
Business Casual attire is required for this position.

Primary Job Duties:

Communication Center Operator duties include, but are not limited to:

• Answer eight phone lines for Parking & Transportation Services that include regular phone lines, deck payment stations, and transit
• Log attendance and status of parking enforcement employees and transportation drivers
• Be familiar with the entire campus including building locations and all parking areas
• Know what parking permit is required for each area and understand restrictions and
  exceptions for each lot or deck
• Provide directions to all parking areas and campus buildings upon request
• Recommend parking options that make sense for each individual situation including payment options available
• Assist customers attempting to make payments in visitor parking areas with various issues including malfunctioning equipment, lack of payment and general directions to operate the machine
• Provide accurate football and other special event parking information including
  purchasing parking permits and different options for tailgating events
• Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed
• Accurately enter notes into citations and permit records which may be helpful for appeal decisions and collection purposes
• Able to remain calm under stressful situations
• Able to effectively operate parking equipment management software
• Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers and supervisors

Requirements:

• Must possess impeccable customer service skills
• Must possess good judgement and the ability to remain calm under pressure
• Must possess ability to utilize multiple programs simultaneously