POSITION OBJECTIVE
Working under general direction, perform a diverse set of duties of an administrative nature requiring a high degree of precision, accuracy and confidentiality for the schools and department at CWRU. These functions include processing parking assignments, ID cards and key requests for faculty, staff and students utilizing multiple databases to include Lenel, HARLD, POS system, and the T2 system. Some assignments involve more complex/difficult matters such as answering audit inquiries. Relying on the knowledge of parking vacancies at the university, ensure the resolution of faculty, staff and student daily parking requests are met in a timely manner to ensure outstanding customer satisfaction. Long-term assignments that require one to rely on own resources in task accomplishment include using Excel to reconcile parking wait lists and Lenel access to buildings on campus as well as key controls.
Essential Functions

• Facilitate communications between the divisions/departments and the university in general but in particular regarding their parking, IDs, keys and access systems. Independently address all account inquiries (via phone calls, emails, and walk-ins) from internal and external stakeholders. Has the authority to make exceptions to the policy under certain circumstances - e.g. waiving late fees or removing financial holds, on a student's account based on gathered facts from the student or departments. Initiate refunds in a timely manner and post adjustments. At their discretion, balance between policy and/or practice and exceptions and determine when to escalate matters. (15%)
• Determine routing and priority status (emergency, routine, etc.) for all requests. Respond, initiate and follow-up on routine communications to acknowledge receipt of customers' requests. Example, contact the university point of contacts regarding access as well as manage access and key requests for university students and employees and contractors and vendors. (15%)
• Capture images for the university identification card (ID) and enter accurate data into the ID system at the time of issuance. Verify paperwork of prospective cardholders prior to issuance of IDs. Issue ID cards in accordance with university ID policy. (10%)
• Manage access control system, and direct inquiries to the appropriate point of contact at the university. Gather and compile information for management use regarding access and work with department managers in identifying needs as they relate to attaining reports and information needed by management. Maintain ongoing contacts to solve access problems and resolve issues. Responsible for the reconciliation of data imports from other university systems with Access Services databases such as SIS, Human Resources and UCI Parking. Devise and maintain accurate files of all related paperwork for CaseCard issues, ID’s, parking and key issuance. Contact leadership on a regular, proactive basis to ensure satisfaction of access related needs. (10%)
• Issue parking permits to university entities and enter accurate data into parking system at time of issuance. Verify identity and authorization of paperwork of prospective permit holder prior to issuance in accordance with university parking policy. Prepare routine reports on ID issuance, parking issuance, etc. as needed. Collect and input data for parking waiting lists. (10%)
• Ensure that terminated/suspended persons are removed or suspended from all systems promptly and that university keys are returned in a timely manner. Verify identity and authorize paperwork of prospective key holders prior to issuance. Enter accurate data into the key shop database. Issue university keys in accordance with the university key control policy. (10%)
• Responsible for performing detailed account review for chaser tickets, courtesy parking passes, RTA passes, and summer programs and requests are accurate and proper. Reconcile daily receipts to ensure transactions have been entered correctly and are reconciled. Responsible for recording and reconciling fees received for services provided on a daily basis. (10%)
• Responsible for inventory of all supplies, forms, ID supplies, parking permits and provide monthly inventory report. Prepare reports to internally charge responsible departments for all keys prepared by the key shop that are not picked up by the key holder within a given timeframe. (10%)
• Maintain the Access Services department website as part of case.edu as it pertains to parking, ID card information, and all other categories under the department supervision. Alongside maintaining the department website and keep up to date with urgent messages to relay to the university and surrounding community. (6%)

Nonessential Functions

• Advise technician of potential service issues related to food service and access card readers. Provide detailed information on service-related problems (2%)
• Perform other duties as assigned. (2%)

CONTACTS
Department: Continuous contact with the Director of Access Services to keep apprised of all urgent requests and situations or to request assistance in resolving issues and concerns.
University: Daily contact with department managers, faculty, staff, and students for parking permits, keys, IDs, access, and resolution with the CaseOne card.
External: Daily contact with contractors, vendors, and temporary employees
Students: Daily contact with student customers for parking, IDs, keys, CaseCard transactions and access.
SUPERVISORY RESPONSIBILITY
No supervisory responsibility.
QualificationsExperience: 4 to 5 years of extensive customer service experience.
Education: High school education required
Required Skills

• Self-starter with the ability to work independently, and function with minimal supervision. Displays initiative, enthusiasm, and a strong sense of responsibility.
• Experience in bookkeeping or general accounting. Ability to pay particular attention to detail, particularly in accounting functions.
• Knowledge of university policies, procedures and PeopleSoft Financials systems preferred.
• Good understanding of computers with experience in Microsoft Word, Excel, email, browsers, and Internet searches. Knowledge of basic terminology related to computer hardware and software.
• Must have the ability to work with a complex set of standards, procedures and terminology, applying significant attention to detail, accuracy and verification. Ability to learn new skills and systems.
• Excellent communication skills. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively.
• Ability to build relationships, develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, departments, etc., to help achieve business goals.
• Ability to work in a team concert, being able to play the roles of team leader and team player as required. Ability to actively listen and be responsive to verbal and non-verbal clues
• Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
• Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
• Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritize appropriately.
• Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
• Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Ability to interact with colleagues, supervisors, and customers face to face.
• Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Embraces diversity.
• Experience working with diverse populations and willingness to support a community commitment to diversity, equity, and inclusion.
• Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
• Ability to meet consistent attendance.

WORKING CONDITIONS
General office environment; walk up customer service counter. Overtime required during peak periods.
In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.
Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.