What are the responsibilities and job description for the Facilities Services Representative (NCS) - Parking Authority position at City of Baltimore, MD?
THIS IS A NON-CIVIL SERVICE POSITION
POSTING DATE: 4/24/2025
SALARY RANGE: $15.00 - $21.28 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 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 Facilities Specialist Representative assists the Division Manager, Facilities Manager and Assistant Manager of the Off-Street Parking Division in overseeing the operations of the Municipal parking garages and lots. Provides assistance to customers in resolving problems; assists in monthly billing.
ESSENTIAL FUNCTIONS
- Provides solutions to current and potential customers through answering questions, documenting, investigating and resolving problems and/or complaints.
- Corresponds daily with our contracted parking garage operator employees to diagnose and provide solutions for monthly and transient customer access issues.
- Updates and maintains customer information in cardholder program (Zephire);
- Interacts with walk-in customers to assist in card application review, data entry into the Zephire System, access card activation, monitoring in the PARCS System (Spark) and cancellations.
- Interacts with all monthly customers utilizing this system, which includes individuals, small and large organizations and universities.
- Responds to customer inquiries, taking validation orders, printing and distributing the validations to current customers, one-time individual customers, and small or large organization customers.
- Perform clerical duties as needed, including filing, photocopying, collation and answering phones.
- Creates invoices for valet and validation accounts.
- Reviews accounts for activity and usage, creates and issues invoices, and answers customer questions.
- Creates billing for garage accounts and processes refund requests for customers.
- Perform physical inspections of garages and lots as needed.
- Performs other duties as assigned
Supervision Received and Exercised: This position works under general supervision with little functional guidance, following established procedures; situations requiring others’ input should be referred to a department supervisor; changes to a policy or procedure always require supervisory approval. This position does not supervise other staff members.
EDUCATION AND EXPERIENCE REQUIREMENTS
EDUCATION: High school diploma or GED required, advanced technical training is preferred.
AND
EXPERIENCE: Minimum of three years of customer service and/or related experience required.
KNOWLEDGE, SKILLS, AND ABILITIES
- Knowledge and Ability to use Microsoft Office Suite to include Outlook, Excel, Word and Adobe Acrobat.
- Ability to learn the Off-Street Parking systems such as Spark and Zephire;
- Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume.
- Ability to apply concepts of basic mathematical computations.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write professional business emails, routine reports and correspondence.
- Ability to speak professionally on the phone and effectively in-person before groups of customers or employees of the organization.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
- Ability to deal with problems involving several concrete variables in standardized situations.
PHYSICAL REQUIREMENTS
The office environment is conducive with regulated office temperatures and lighting. The noise level can occasionally be moderate. The position frequently requires the employee to sit, stand, walk, stoop, bend, use hands and reach with hands and arms. Occasional light lifting of up to 50 pounds and pushing items up to 100 pounds, such as carts or crates of equipment, may be required. Specific vision abilities required are close and distance vision and ability to adjust focus. The out-of-office environment is conducive with outdoor weather conditions.
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
Financial Disclosure:
This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law.
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
Salary : $15 - $21
