Under the general supervision of the Deputy Director of Community Vitality, responsible for coordinating and overseeing the support and development of Community Vitality's Parking and Access related products and services, and to perform related duties of the work group. This is a working supervisor position responsible for customer support functions in the Parking and Access work group. Position includes supervising staff that perform clerical and technical customer service-oriented assignments in support of optimizing the utilization of the city's limited parking and access resources. These tasks may include meeting and greeting customers, assisting with permit sales, record management, maintaining databases, processing transactions, providing customers with information, compiling data, budget and invoice coordination, and preparing reports.
Duties & Responsibilities
1. Parking & Access Product Support
Provides responsive and high-quality support to our customers for all Parking & Access Products;
Manages resolution of technical issues for all products, and records all communication and activity in providing the resolution for customers on a timely basis;
Provides excellent customer management through clear communication, responsive follow through, and advocacy for customer issues within internal work groups;
Prioritizes numerous issues of varying severity, and effectively manages the resolution of all issues quickly. This includes taking ownership of the data entered into the Inquire Boulder CRM system updating both customers and appropriate internal employees of the status of all issues on a timely basis;
Collaborates extensively with internal team members to resolve issues;
Provide rotational technical support coverage to customers during the working week and on holidays as necessary, as well as participating in an on-call weekend rotation.
2. Parking & Access Software Product Development
Under the general direction of the Deputy Director of Community Vitality, provide support to the Parking and Access Team in the development of new parking products that meet department and community goals.
In partnership with the Parking & Access Manager, designs and develops innovative solutions to parking challenges through the development of software products in coordination with key vendors.
Provides direction to and management of key vendors that are providing the software platform, including contract management and performance review appraisals of vendors and products.
Provide support via problem determination and resolution within own realm of applications as required to maintain system functionality and efficiency; provide technical inputs and recommendations for use in departmental decision-making; and provide detailed assessments for necessary modifications to existing applications and systems to meet business initiatives.
Maintains and updates the T2 permit database point of sale system as needed and ensures accuracy of data entry. This includes checking for duplicate and incomplete data. Coordinates with the IT department to resolve software and hardware problems.
Works closely with the Business Services Team to identify and improve business systems associated with parking-related products, serving as the main point of contact between customer service staff and business services.
3. Supervises Front Line Customer Service Representatives and models excellent interaction with the public and city staff to ensure the best possible customer service
Develops a high functioning team of Customer Service Representatives through effective hiring, training, and general professional development.
Delegates tasks, managing and balancing workload for staff, work group accountability and managing day to day operations; ensures workload balance for team by collaborating and negotiating priorities with Community Vitality leadership
4. This position contributes to completion and supervision of the following tasks associated with other functions within the division:
Approves and issues permits for ambulatory vending, entertainment vendor and special entertaining permits. Assigns location, collects fee, educates permit holders regarding codes and regulations, maintains files for required documentation, i.e.: sales tax license and insurance riders.
Assists the EcoPass Coordinator with smart card distribution and with RTD database activation and deactivation information. Responds to EcoPass correspondence through the general EcoPass email address.
Maintains accurate records for all issued permits including permit copies, licenses, insurance riders, sales tax licenses, renewal dates, etc. Maintains a division calendar with all permit assignments that can be used by the event coordinators.
5. Develops training program, processes and procedures for Customer Service Representatives.
6. Operates office equipment and personal computer. This includes using data entry, word processing and spreadsheet software, and creating, editing, formatting, copying, and printing files.
Performs related duties as required to meet the needs of the city;
Keeps current with trends and issues as they affect the professional field of parking and access. This requires updating job knowledge through attendance and participation in continuing education opportunities such as conferences and specialty schools offered on parking and access trends, management strategies and techniques;
Promotes a culture of teamwork and synergy through collaboration and communication;
Responsible for the safety of self, others, materials, and equipment. Uses all required safety equipment and follows all safety regulations, policies and procedures. Reports all accidents and damage to city property.
Responsible for knowing and complying with all city and department policies; participating in professional trainings and development; and adhering to attendance and workplace attire policies;
Maintains and promotes professional ethics (i.e., honesty, integrity, respect, fairness, caring) in all conduct.
Generally, duties are listed from most to least critical or time consuming.
REQUIRED MINIMUM QUALIFICATIONS: Bachelor's degree in Business Administration, Business Information Systems, Public Administration, or related field and a minimum of five years of related experience including at least five years of supervisory experience in the public or private sector or an equivalent combination of education/experience. Minimum of three years of experience in applications development, information technology contract management, data solutions, or five years of related experience. At least two years of experience in working within the parking profession, including work in T2 Inc. systems and applications. Professional, confident, and clear verbal and written communication skills; Detail oriented with excellent organizational skills; Ability to quickly learn and apply technological solutions to business practices; Ability to provide timely solution of issues in order to ensure customer satisfaction, eliminate downtime, and prevent cost overruns; Ability and initiative to research solutions using a variety of resources and tools, and guiding clients through corrective steps; Experience with cash handling and reconciliation, data entry, and related tasks requiring a robust attention to detail; Interest, desire, and ability to communicate courteously and effectively with the public and City staff and to provide good customer service both in person and over the telephone as an initial point of contact; Demonstrated ability to work independently with minimal supervision; to prioritize and resolve problems; and to complete tasks while working under pressure in a fast-paced environment; Have and maintain acceptable background information, including criminal conviction history and credit history.
DESIRED QUALIFICATIONS – In addition to the required minimum qualifications: Certified Administrator of Public Parking or other recognized parking certification; Knowledge of T2 Parking and Access management software and equipment, Crystal Reports and general project management experience.
About City of Boulder
City of Boulder department of Community Vitality Parking and Access.