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Position Number: 010264

Department: Business Services (Adm)

Employment Type: Permanent - Full-time

Months Per Year: 12

Essential Duties and Responsibilities:

+ Answer and manage multiple phone lines for Parking & Transportation Services, including deck payment stations and Niner Paratransit support.

+ Monitor and respond to radio traffic from enforcement employees and transportation drivers; provide clear, concise, and accurate communication at all times.

+ Supervise, direct, and support Communication Center personnel on assigned shifts; act as the Communication Center Manager in the absence of management.

+ Provide training, coaching, and mentoring to employees; monitor performance, provide feedback, and ensure adherence to department policies.

+ Deliver excellent customer service by responding promptly, professionally, and courteously to students, visitors, faculty, staff, and parents—even under difficult or stressful conditions.

+ Maintain working knowledge of campus geography, building locations, and all parking areas; provide accurate directions, parking options, and permit/payment guidance tailored to customer needs.

+ Research and resolve customer account issues, including payment errors, vehicle/permit discrepancies, and equipment malfunctions.

+ Accurately log and document employee status, customer interactions, citations, equipment issues, and other relevant information for recordkeeping and appeals.

+ Operate, troubleshoot, and support multiple technology platforms, including parking permit management software, payment systems, Avigilon cameras, and industry-specific systems ( SKIDATA , AIMS , Banner, DMV ).

+ Monitor equipment, cameras, and traffic flow in parking facilities; remotely resolve gate or equipment issues and escalate to appropriate personnel when necessary.

+ Provide information and support for special events (e.g., football games, conferences, tailgating), including advising on parking permits, payment options, and event-specific rules.

+ Maintain composure and sound judgment during emergencies, special events, or high-stress situations; make quick decisions and delegate effectively.

+ Ensure compliance with parking rules and policies by authorizing citations, verifying permits, and assisting enforcement staff with records research.

Minimum Experience / Education:

Required Minimum Qualifications:

Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker; or an equivalent combination of training and experience.

Preferred Education Skills and Experience:

+ Graduation from high school and two years of progressively responsible administrative/office management experience; including some experience as a lead worker with responsibility for coaching, mentoring, and training employees, providing feedback, and fostering a positive team environment.; or an equivalent combination of training and experience.

+ Knowledge of SKIDATA and AIMS parking systems desired, with proficiency in using a computer with multiple monitors and navigating multiple computer programs simultaneously; intermediate skills in MS Office Suite (Word & Excel), Google docs and Gmail; ability to learn industry-specific software.

+ Experienced and excellent customer service skills, to communicate clearly and professionally in person, by phone, email; to respond with prompt and courteous services at all times even in challenging difficult situations, ability to adjust quickly to changing priorities, special events, and emergencies while exercising sound judgment.

+ Experience with Two-way handheld radio and 10-code experience / ability to effectively, and concisely communicate over multiple phone lines and two-way radios as necessary with familiarity with dispatch, call center, or communication center operations, preferably within a higher education or transportation/parking environment working in a college/university setting desired; UNC Charlotte campus a plus..

+ Strong attention to details with accurate data entry experience both handwritten and computerized with ability to work independently with accountability and maintains confidentiality and demonstrates problem-solving and conflict resolution skills.; dependable in attendance and punctuality.