Customer Service Ambassador
Madison, City of (WI)
Madison, WI, WI
customer service
parking
pm
customer service
assistance
software
revenue
safety
supplies
operations
monitoring
maintenance
loan
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October 1, 2022
Madison, City of (WI)
Madison, WI, WI
OTHER
$21.39875-21.39875/HOUR
The Parking Division is looking to fill multiple positions to provide frontline customer service work at it's gated facilities, as well as providing additional support for all operations. Employees in this position are responsible for monitoring parking equipment operations to maintain optimal performance and utilizing parking software applications to provide excellent customer service as well as making minor equipment repairs, performing basic facility maintenance, cashiering, enforcing, recordkeeping, and promoting various parking options to customers. Incumbents usually work alone and in a variety of adverse conditions: small work area, extreme weather, heavy traffic, construction, dealing with potentially abusive customers, as well as irregular and late hours.
This recruitment will form a pool of candidates that will be used to fill any Customer Service Ambassador vacancies of varying FTEs over the next six (6) months.
This recruitment will form a pool of candidates that will be used to fill any Customer Service Ambassador vacancies of varying FTEs over the next six (6) months.
The current open positions are:
70% Position
Sunday: 4:00 pm - 11:30 pm
Monday: 4:45 pm - 12:00 am
Tuesday: 4:45 pm - 12:00 am
Saturday: 9:00 am - 5:00 pm
75% Position
Sunday: 8:30 am - 4:15 pm
Monday: 4:4 5pm - 12:30 am
Tuesday: 4:45 pm - 12:30 am
Saturday: 8:30 am - 4:30 pm (winter); 7:30 am - 4:30 pm (summer)
80% Position
Sunday: 4:15 pm - 11:45 pm
Thursday: 5:15 pm - 12:45 am
Friday: 5:15 pm - 2:45 am
Saturday: 5:15 pm - 2:45 am
Sunday: 4:00 pm - 11:30 pm
Monday: 4:45 pm - 12:00 am
Tuesday: 4:45 pm - 12:00 am
Saturday: 9:00 am - 5:00 pm
75% Position
Sunday: 8:30 am - 4:15 pm
Monday: 4:4 5pm - 12:30 am
Tuesday: 4:45 pm - 12:30 am
Saturday: 8:30 am - 4:30 pm (winter); 7:30 am - 4:30 pm (summer)
80% Position
Sunday: 4:15 pm - 11:45 pm
Thursday: 5:15 pm - 12:45 am
Friday: 5:15 pm - 2:45 am
Saturday: 5:15 pm - 2:45 am
Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.
- Provide customer service for customers. Explain parking procedures and rates. Give directions and answer questions as requested. Solve complaints for customers or refer them elsewhere for assistance as appropriate.
- Hand out informational flyers, maps and questionnaires. Conduct surveys when necessary.
- Notify Leadworker, Supervisor or appropriate personnel of complaints that warrant immediate attention, such as customer inconveniences or dangerous situations.
- Notify the Police Department when customers need assistance or when vandalism, unlawful, or suspicious behavior needs to be investigated.
- Monitor parking equipment throughout the shift to ensure efficient ingress/egress. Answer helpline (or intercom) calls and utilize video surveillance and parking software for customer service purposes. Direct traffic when situations warrant.
- Calculate parking fees via the parking revenue control system. Collect fees and make change accurately. Make regular deposits while following safe money handling procedures. Issue Failure to Pay tickets in lieu of payment. Issue tickets for parking violations.
- Make minor repairs to entry/exit stations, gates, fee computers, pay on foot machines and other equipment used at the work site. Work with Parking Revenue Leadworkers in monitoring and filling tickets and receipts to ensure seamless customer service.
- Report vandalism or equipment needing major repairs to the appropriate personnel. Keep drive and walking areas clear of snow, ice, safety hazards, litter, dirt and all other obstructions. Inspect facility for maintenance issues. Work collaboratively with other Parking staff to ensure a clean and safe environment.
- Maintain work area. Ensure safety of work area, cashiers and cash by following prescribed safety rules and regulations. Order supplies and keep supplies properly stocked, filled, and ready to use. Keep all equipment, booths, safes, offices and restrooms secure at all times. Pick up trash in the facilities and perform other assigned cleaning duties.
- Keep a record of vacancy count, repairs to equipment, transaction journal information, lost and found items, survey data, etc.
- Assist in training new employees.
- Perform related work as required.
One (1) year of customer service experience, which included cash handling responsibility.
Based on the number of applications received, random selection may be used to determine who will be invited to the in-person, computerized test sessions.
If an applicant does not possess the specific requirements outlined above, HR will review the application materials to determine if the applicant possesses the following equivalent experience:
Familiarity with the following:
If an applicant does not possess the specific requirements outlined above, HR will review the application materials to determine if the applicant possesses the following equivalent experience:
Familiarity with the following:
- Safe cash handling techniques.
- Computers and ability to learn and use computer software applicable to the duties of the position.
- Basic hand tools and ability to learn and perform minor repairs to equipment.
The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.
For the complete list of the knowledge, skills, and abilities, please reference the classification specification online.
For the complete list of the knowledge, skills, and abilities, please reference the classification specification online.
Ability to meet the transportation requirements of the position.
Physical Requirements:
Employees will be expected to sit for long periods of time to work at computer, fee computer and monitor video surveillance for revenue collection and customer assistance. Employees may also need to walk and stand for extended periods of time for special event parking, enforcement, directing traffic, and assisting customers at various locations within and near the gated facilities. Employees work in adverse weather conditions. Employees need to bend, twist, squat and reach and use hand tools for minor repairs to parking equipment, snow/ice removal of drive lanes and walkways, and stocking supplies. Employees will have to move barricades and signs, which includes having to lift up to 25 pounds on occasion and up to 50 pounds with assistance, as needed.
Physical Requirements:
Employees will be expected to sit for long periods of time to work at computer, fee computer and monitor video surveillance for revenue collection and customer assistance. Employees may also need to walk and stand for extended periods of time for special event parking, enforcement, directing traffic, and assisting customers at various locations within and near the gated facilities. Employees work in adverse weather conditions. Employees need to bend, twist, squat and reach and use hand tools for minor repairs to parking equipment, snow/ice removal of drive lanes and walkways, and stocking supplies. Employees will have to move barricades and signs, which includes having to lift up to 25 pounds on occasion and up to 50 pounds with assistance, as needed.
By your start date, you will be required to complete a form declaring your Covid-19 vaccine status as a condition of employment.
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