What are the responsibilities and job description for the Communication Center Representative position at University of North Carolina Charlotte?

Communication Center Representative

Please see Special Instructions for more details.

UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist may be subject to a criminal background check and/or motor vehicle report.

Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.

The Search Committee will not contact references without first verifying permission with the finalist.

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

Do not write 'see resume' on your application when completing the job duties section.

Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment).

Please submit a resume and cover letter with your application if requested.

These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

Position Information

General Information

Vacancy Open to	All Candidates
Employment Type	Permanent - Full-time
If time-limited, note appointment end date
Hours per week	40
Months per year	12
Position Number	010230
NC Salary Grade Equivalency	GN06
Classification Title	Administrative Support Specialist - Journey
Working Title	Communication Center Representative
Salary Range	$35,608 - $42,203
Anticipate Hiring Range	$35,608 - $42,203
FLSA Status	Non Exempt
Division	Business Affairs
Department	Business Services (Adm)
Work Unit	Parking & Transportation Services
Work Schedule	12:00 pm - 9:00 pm; Monday - Friday. Work schedule and hours are subject to change, may include third shift.
Primary Purpose of Position	This position is the first point of contact by phone or intercom, for the Parking and Transportation Services Department at UNC Charlotte. They answer multiple lines of incoming phone calls, payment station intercoms, as well as Niner Transit and Paratransit calls. They monitor and respond to radio traffic from parking enforcement employees and transportation drivers. This position assists customers with permit and vehicle updates, verifying records for accuracy using multiple industry-specific programs simultaneously. They must be professional at all times while dealing with a diverse population and sometimes angry and aggressive patrons. This position must know all Parking and Transportation Services rules and regulations, transportation routes and services and have the ability to access a variety of information to assist customers.
Minimum Education/Experience	Required Minimum Qualifications: Graduation from high school and one year of related office experience; or an equivalent combination of education and experience. University Preferred Qualifications: Graduation from high school and demonstrated knowledge, skills, and abilities gained through three years of specialized office experience or an equivalent combination of education and experience.
Essential Job Duties	Answer eight phone lines for Parking & Transportation Services that include regular phone lines, deck payment stations, and transit. Monitor and respond to radio traffic from parking enforcement employees and transportation drivers. Be familiar with the entire campus including building locations and all parking areas. Know what parking permit is required for each area and understand restrictions and exceptions for each lot or deck. Provide directions to all parking areas and campus buildings upon request. Recommend parking options that make sense for each individual situation including payment options available. Assist customers attempting to make payments in visitor parking areas with various issues including malfunctioning equipment, lack of payment and general directions to operate the machine. Provide accurate football and other special event parking information including purchasing parking permits and different options for tailgating events. Update records as requested from customers which includes verifying information in NC DMV database and Banner. Monitor cameras and traffic flow in gated parking areas and assist with customer payments when needed. Maintain accurate logs of malfunctioning meters, equipment and other issues which are reported. Accurately enter notes into citations and permit records which may be helpful for appeal decisions and collection purposes. Able to remain calm under stressful situations. Able to research and link vehicle records to current students using NC DMV, parking permit software and Banner Student Accounts using all records to obtain link of address, parents name, etc. Able to effectively operate parking equipment management software to remotely open and lower deck gates, identify issues with equipment from alarms and report to appropriate person, re-tune equipment loops, verify permit access to determine equipment failure, verify permit access history, and send fees to exit verifiers or Pay on Foot stations as needed. Respond to radio traffic and provide appropriate information to parking enforcement employees, transportation drivers, managers and supervisors regarding employee status, permit verification, vehicle update, and authorize citations as needed upon verification of appropriate records
Other Work Responsibilities	Monitor weather and notify units in the field if adverse weather conditions are imminent. Provide information to customers regarding campus buses, bicycle lockers and paratransit service, report problems with buses to appropriate supervisor and monitor PassioGo upon customer request for bus arrival times. Able to effectively operate Avigilon camera software to review video, verify vehicle information for digital deck voucher and identify payment and research all anomalies reported from parking equipment management software. Able to effectively navigate AIMS parking permit software to verify and update vehicle and permit records, identify duplicate records, correct and merge duplicate records, update disability placards, add and remove scofflaws and verify payment of citations. Able to use multiple programs simultaneously such as parking permit software, NC DMV, Banner Finance and other student account records to validate and compare addresses, vehicles and payment information and update records appropriately. Provide support for parking enforcement employees with: permit checks disability placard checks license plate updates log availability of parking enforcement employees Special events Pay-by-phone vehicle payments logging handheld ticket writer malfunctions Provide support for transportation services by receiving phone calls for paratransit pick-ups and changes to schedules and log request and driver who responded. Provide excellent customer service by responding promptly and courteously at all times to various patrons including students, visitors, faculty, staff and parents of students.
Departmental Preferred Experience, Skills, Training/Education	Graduation from High School or completion of its equivalency. Two (2) years Full Time Customer Service experience and office/clerical work experience or an equivalent combination of training/experience. Knowledge of SKIDATA, License Plate Recognition, and AIMS parking systems desired. Experience working in college/university setting desired. Familiarity with UNC Charlotte campus preferred. Experience using a phone system in a call center environment with multiple lines that includes features such as call waiting, call hold, call transfer, etc. is preferred. Must be able to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary. Two-way handheld radio and 10 code experience preferred. Proficient in using a computer with intermediate skills in MS Office Suite (Word & Excel), Google Docs/Sheets and Gmail. Ability to learn industry-specific software. Proficient computer skills working with multiple computer programs simultaneously with accurate data entry both handwritten and computerized will be necessary for position. Excellent customer service skills, able to respond with prompt and courteous service at all times even in challenging and difficult situations. Ability to work independently, managing job duties and responsibilities in absence of oversight. Strong attention to detail is necessary for position. Excellent communication skills, both written and verbal.
Necessary Licenses or Certifications
Work Location	PaTS Communication Center
Posting date	03/07/2025
Closing date	03/23/2025
Proposed Hire Date	03/31/2025
Contact Information
Special Notes to Applicants	UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits The finalist may be subject to a criminal background check and/or motor vehicle report. Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two *current/previous supervisors.* The Search Committee will not contact references without first verifying permission with the *finalist*. Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application. Do not write 'see resume' on your application when completing the job duties section. Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment). Please submit a resume and cover letter with your application if requested. These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* How did you hear about this employment opportunity?
- UNC Charlotte Website
- HERC Job Board
- Inside Higher Education
- Circa (formerly known as Local JobNetwork)
- Another Website
- Agency Referral
- Advertisement/Publication
- Personal Referral
- Other
Where did you learn about this posting?
(Open Ended Question)
* Do you have professional knowledge of SKIDATA and other parking management software? If so, please explain your experience and knowledge and what systems you have experience with.
(Open Ended Question)
* Do you have experience with operating two-way handheld radios and use of 10 codes? If so, please explain your experience.
(Open Ended Question)
* How many years of customer service experience do you have that is relatable to the position that you are applying to?
- less than 2 years
- 2 - 4 years
- 4 - 6 years
- 6 -8 years
- 8 - 10 years
- more than 10 years

Applicant Documents

Required Documents

Resume / Curriculum Vitae
Cover Letter / Letter of Interest
Contact Information for References

Optional Documents

The University of North Carolina at Charlotte is an Affirmative Action/Equal Opportunity employer and an ADVANCE Institution that strives to create an academic climate in which the dignity of all individuals is respected and maintained. Women, minorities, veterans, and individuals with disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, gender identity or sexual orientation.

Salary : $35,608 - $42,203

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