Customer Service Representative (NCS) - Parking Authority

THIS IS A NON-CIVIL SERVICE POSITION POSTING DATE: 10/29/2024 SALARY RANGE: $15.00 - $30.00 Hourly BACKGROUND CHECK: Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint screening and must be successfully completed. PROBATION: All persons, including current City employees, selected for this position must complete a mandatory 6-month probation. SUMMARY OF POSITION The Customer Service Representative (CSR) of the Residential Permit Parking program (RPP) serves to provide customer service to participants of the RPP program. The CSR utilizes customer service skills and parking professional knowledge to assist customers navigate and participate in the process of acquiring residential parking permits. Assistance is provided over the phone, over email and in person. ESSENTIAL FUNCTIONS • Reviews new and renewal permit applications to ensure accuracy and completeness for approval. • Educates the public about permit eligibility and the process of the RPP program. • Performs community outreach to provide education and resources about the RPP program. • Maintains relations and open communications with the 46 community groups that partner with our agency on their Parking Plans. • Maintains permit program database; prepares, processes and balances daily work sheets for deposits by the following business day; review permit applications and sells permits. • Assists manager with support of special projects. • Runs custom reporting for special projects within the permit management system; reviews outreach documents reaching tens of thousands of customers annually; reviews and interprets city parking laws; organizing and formatting data for specialized use such as GIS mapping & SQL data table importing. • Supports work to issue special permits for unique parking situations. • Coordinates with city agencies, non-profits, churches and quasi-public nongovernmental organizations. • Supports inventory and permit control by organizing, filing, and stocking permits for easy access and availability. • Sets up reports to facilitate understanding and ensure clarity for in-house assessment. • Performs other duties as assigned. Supervision Received and Exercised This position has no supervisory responsibility over others and works under general supervision from the RPP Section Manager and Assistant Manager. EDUCATION AND EXPERIENCE REQUIREMENTS EDUCATION: High school diploma or GED required; Additional advanced training beyond high school required. AND EXPERIENCE: Minimum of 2 years, customer service related experience required. KNOWLEDGE, SKILLS, AND ABILITIES • Customer service skills to assist various customers, public, and vendors. • Ability to provide information clearly to customers to ensure understanding. • Ability to read, interpret and verify required documents for residential permits: • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. • Ability to write routine correspondence such as business emails and memos, and when required, reports. • Ability to speak effectively before groups of customers or employees of the organization. • Ability to add and subtract two-digit numbers and to multiply with 10’s and 100’s. • Ability to perform these operations using units of American money, weight measurement, volume, and distance. • Ability to read and comprehend simple instructions, short correspondence, and memos. • Ability to effectively communicate information in one-on-one and small group situations to customers, clients, and other employees of the organization. • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. • Ability to manage and develop solutions to problems involving few concrete variables in standardized situations. • Knowledge, skills, and ability to handle and deescalate heightened communications at times from customers or others. Physical Requirements This position is in an office environment conducive with regulated office temperatures and lighting. The noise level can become moderate. The majority of time is spent sitting; however, the employee has discretion about walking, standing, etc. Hand-eye coordination and manipulation of a phone and keyboard is frequent. The position occasionally requires stooping or bending. Light lifting, such as three or four reams of paper, or other materials (up to 20 pounds) may be required. BENEFITS The City of Baltimore offers a generous and competitive benefits package. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Requests for accommodations should not be attached to the application. BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER Apply Job!