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Customer Service Representative II - Parking

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Customer Service Representative II - Parking

Salary

$26.02 - $28.62 Hourly

Location

Boca Raton, FL

Job Type

Full-Time

Job Number

04433

Department

Financial Services

Division

Parking Services 12/05801

Opening Date

10/16/2025

Closing Date

10/21/2025 11:59 PM Eastern

FLSA

Non-Exempt

Bargaining Unit

+ Description

+ Benefits

+ Questions

General Statement of Job

The Parking Services Representative II performs advanced customer service functions related to parking operations, serving as a senior representative for resolving complex customer inquiries and account issues, and supporting the efficient operation of the division. The position handles higher-level tasks than the Parking Services Representative I, including processing and maintaining customer accounts for parking citations and permits, reconciling revenues, and generating reports to support the parking management system.

Work involves frequent, high-volume interaction with the public in person, by phone, and through digital platforms, requiring professionalism, tact, and effective problem-solving. Duties include specialized customer service and account management functions, with emphasis on serving as the subject-matter expert for the City’s parking management software. Responsibilities include accounting, collections, data entry to maintain accurate customer and vehicle records, posting of daily transactions, generating reports, and assisting staff in resolving system-related questions and discrepancies.

An essential aspect of this role is active participation in customer relations activities, resolving complex questions, problems, and complaints with tact and courtesy. The position requires the exercise of initiative and independent judgment in problem-solving. Work is reviewed by the Parking Services Manager through conferences, direct observation, analysis of reports and records, and reports received from customers and others.

Essential Functions

+ Participates in billing, collections and customer service activities. Customer service activities include handling more difficult problems and complaints by e-mail, telephone and personal contact with customers. Receives requests for and provides information relating to the parking operations to other City departments and outside agencies.

+ Receives correspondence pertaining to customers and prepares the preparation of replies to correspondence; Reviews daily reports of parking transactions, reviews and prepares monthly reports. Participates in resolving problems with banks concerning deposit and credit card discrepancies.

+ Oversees the issuance, renewal, and cancellation of parking permits, including reviewing resident applications for accuracy, ensuring compliance with eligibility requirements, troubleshooting permit-related issues, and assisting residents with replacement permits. Performs data entry activities to update customer, vehicle, and permit information.

+ Provides professional, accurate and timely customer service information relating to City parking programs and fees to the public.

+ Communicates information and coordinates activities with field staff using standard communication equipment.

Knowledge, Skills and Abilities

Knowledge of:

+ Accounting, billing, and collection procedures.

+ Business practices, methods, and equipment, including computerized billing and account systems.

+ Modern techniques for responding to and resolving customer questions, problems, and complaints in a tactful and courteous manner, often under difficult circumstances.

+ Laws, rules, and regulations controlling fiscal record keeping, billing, collections, and related business practices.

+ Parking citation rules and regulations, including the ability to determine the validity of a parking citation.

Skilled in:

+ Use of a variety of Microsoft Office Suite products to include Word, Excel, and Outlook, at an intermediate level.

Ability to:

+ Respond tactfully and courteously to customers and the general public and to answer questions, resolve problems and complaints successfully.

+ Operate computerized billing and collection equipment and other standard office equipment; and to perform mathematical calculations rapidly and accurately.

+ Maintain records, assemble and organize statistical data and prepare complete and accurate accounting reports and statements.

+ Express oneself clearly and concisely, orally and in writing.

+ Establish and maintain effective working relationships with other coworkers, customers, representatives of outside agencies and the general public.

+ Assist CSR I personnel in resolving operational and customer concerns; trains and orients new employees.

Minimum and Preferred Qualifications

+ High School Diploma or GED equivalent, preferably with college-level training in accounting and other business practices.

+ Four (4) years of parking administrative or customer service experience or equivalent combination of training and experience.

+ Proficient in database management programs, Microsoft Office Suite, and parking enforcement/permit management software.

PREFERRED QUALIFICATIONS:

+ Experience with Oracle applications.

SPECIAL REQUIREMENTS:

+ Must be able to obtain Parking Enforcement Specialist certification within 6 months of hire.

POST OFFER PRE-EMPLOYMENT SCREENING REQUIREMENTS:

Final offer and employment are contingent upon successful completion of the following post-offer, pre-employment screening items:

+ Criminal Background Check

+ Employment Verification

The City of Boca Raton is an Equal Opportunity (https://www.myboca.us/1226/Equal-Employment-Opportunity) , Inclusive, Veteran's Preference Employer and Drug Free Workplace. It is the policy of the City of Boca Raton to prohibit discrimination on the basis of race, color, religion, gender, gender identity or expression, marital status, age, national origin, disability, pregnancy, familial status, sexual orientation, genetic information, or any other status or condition protected by applicable federal, state or local laws.

BENEFITS SUMMARY

Full-Time Non-Bargaining Employees

ANNUAL LEAVE: Shall accrue prior to an employee attaining permanent status in the classified service, and may be used after six (6) months of employment at the sole discretion of the Department Head, but it shall not be paid out upon resignation or termination unless the employee has attained permanent status (one full year). The maximum accrual is 360 hours.

Year of ServiceAccrual

0 to 5 full years8 hours per month

5 to 10 full years10 hours per month

10 to 15 full years12 hours per month

15 full years and over14 hours per month

CASH OUT OF ANNUAL LEAVE: Employees who have attained permanent status shall be permitted to cash out up to forty (40) hours of accrued and unused Annual Leave, either in a single lump sum payment or two or more partial payments, each fiscal year.

SICK LEAVE: 8 hours per month. Any hours in excess of 960 will be paid off annually at 50%. Upon retirement, employees with a minimum of 5 years continuous service will receive 50% of sick leave balance. Termination for reasons other than retirement shall be entitled to payment for accrued, but unused sick leave, as follows:

Years of servicePercentage

Less than 2 full years0%

2 to 5 full years10%

5 to 10 full years20%

10 full years or more30%

Retirement (normal, early or disability)50%

HEALTH INSURANCE (Premiums): Employee Medical (Base Plan) - Paid 100% by City. Employee contributions are required for the buy up employee coverage plans. Employee Dental (DHMO or Basic PPO Plan) & Vision (Basic Plan) paid 100% by City. Employee contributions are required for the Employee + Dependent(s) for the Medical, Dental, & Vision Plan.

CONTINUOUS SERVICE BENEFIT: As of December 1 each year - Paid during the month of December.

Year of ServiceBenefit

5 to 10 full years$600 annually

10 to 15 full years$800 annually

15 full years and over$1,100 annually

RETIREMENT PLANS: The two pension/retirement options are listed below:

+ An option to enroll in a Defined Contribution Retirement Plan. The Defined Contribution Retirement Plan will not require a mandatory contribution. The City will contribute seven (7%) percent of the annual base wages annually. The vesting period for this plan shall be one (1) year from date of hire in the classified service, which coincides with your one-year probationary period.

+ An option to enroll in a Defined Benefit Retirement Plan option is available. There is a ten (10) year vesting period with a multiplier of 2.00% at normal retirement and a mandatory seven and three-quarters (7.75%) percent employee contribution.

+ The two (2) options will be fully explained prior to an irrevocable selection.

Optional: 457 Deferred Compensation Savings Plan is available.

HOLIDAYS: 15 per year: 12 recognized holidays and 3 floating days which are allocated for the fiscal year beginning October 1, to all 8 hour per day employees. Employees hired between October 1 and March 31 shall receive 3 floating holidays. Employees hired between April 1 and September 30 shall receive 1.5 floating holidays. Floating holidays must be used within the fiscal year. Non-task employees working 10-hour days receive 10, 10-hour paid holidays but do not receive floating holidays.

FUNERAL LEAVE: Up to 3 workdays - In State; Up to 5 workdays - Out of State

TUITION REIMBURSEMENT: Full-time employees are eligible for tuition reimbursement as outlined in the City’s Tuition Reimbursement Policy which is available in Human Resources and subject to the availability of departmental funds.

MILITARY LEAVE: Members in military reserve units who attend annual training are entitled to paid leave not to exceed 30 days each calendar year.

EAP: Employees, spouses, and eligible dependents have access to five (5) face-to-face sessions with a counselor through Cigna's Employee Assistance Program (EAP). Services include assistance with legal, financial, parenting, elder care, pet care, and identity theft.