Customer Service Supervisor

How to Apply

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Job Summary

Logistics, Transportation & Parking (LTP) is seeking a motivated, collaborative, customer-focused professional to lead parking attendants and parking ambassadors, and take the lead on working with challenging customer issues within Parking Attendant Services. Successful candidates will be highly motivated, dependable, detail oriented, competent communicator (both oral and written), and work well in a team setting. In addition, candidates must be able to work independently and prioritize tasks within a fast-paced, team-oriented environment. The candidate must adhere to a high standard of personal and professional conduct, and possess a dedication to excellent customer service, interpersonal skills, and an ability to interact with a diverse customer population.

The position reports to the Parking Attendant Services Manager.
 

Responsibilities*

• Provide functional supervision of Parking Attendants,Parking Ambassadors, and Customer Service Representatives working at multiple campus locations. 
• Ensure staffing at all locations in accordance with established schedules and updating scheduling as needed. 
• Monitor and evaluate staff performance to ensure compliance with unit policies, rules, and regulations.
• Administer progressive disciplinary action as needed in accordance with the AFSCME Bargaining Unit Agreement and unit policies. 
• Participate in hiring activities and conduct training. 
• Manage the unit cash fund, determine cash inventory needs, create bank deposits, issue and retrieve funds from attendants. 
• Operate parking revenue control equipment. 
• Work with other supervisors and management: review operations, identify and recommend changes in operational procedures.
• Interpret University, departmental and unit policies and procedures for customers and staff. 
• Respond to customer inquiries or complaints; assist staff to resolve specific problems or concerns with customers. 
• Assist to maintain facility communication, access and count systems by conducting visual inspections and vehicle counts. 
• Cover other shifts for fellow supervisors, as needed. Able to work independently with little or no supervision, able to lead a diverse workforce, able to make sound and consistent decisions and other duties as assigned or as needed.
• This position is both performed in an office setting and field setting with a 50/50 split. Work outside in all types of weather. Must be able to move/remain stationary for long periods of time
• Administrative and accounting duties, such as data entry, analysis and service unit billing
• Other duties as assigned by the manager. 
  
   

Required Qualifications*

• Associate's Degree or equivalent education and work experience
• Applicable experience in a cash-handling operation.
• Minimum two years of customer service skills or other applicable and relevant experience
• Proficiency in the use of a computer and Microsoft/Google programs, able to work independently, and as part of a team.  
  
   

Desired Qualifications*

• Supervisory experience or equivalent leadership training
• College degree and relevant experience that demonstrates an ability to learn
• Experience working in parking, transportation or a related field is a plus
• Knowledge of University of Michigan and LTP services, such as fleet, bus routes,
  parking, etc.
• Experience with working with revenue and access control technology in the parking industry
• Knowledge of University policies and procedures
  
   

Work Schedule

Full time 40 hours per week position with work hours Monday - Friday. Typical Shift is 11 pm to 7 am, although coverage may vary.  For clarity, Monday 11 p.m. - Saturday at 7 a.m.  Expected to work 4p - midnight shift when needed for coverage.

As an exempt employee and due to the nature of this position, working after hours might be needed as well as responding to emergent customer service issues during off-hours.
 

Work Locations

This position will work primarily in Medical Campus parking structures. 

Additional Information

Facilities and Operations is a positive organization dedicated to the principles of being respectful, collaborative, solutions-based, and proactive.

Background Screening

The University of Michigan conducts background checks on all job candidates upon acceptance of a contingent offer and may use a third party administrator to conduct background checks.  Background checks are performed in compliance with the Fair Credit Reporting Act.

Application Deadline

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.