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CUSTOMER EXPERIENCE ASST. SUPERVISOR

Requisition Number::  101329
Date:  Aug 30, 2021
Location: 

Durham, NC, US, 27710

Personnel Area:  CENTRAL ADMIN MANAGEMENT CTR

Occupational Summary
Contributes to the implementation and achievement of the organization's mission of providing service excellence through efficient and effective daily operations of the university parking lots and garages. Supervise the follow through of the departments policies and guiding principles for team members which are aimed at improving the organization's performance in operations for permit and daily parking customers. Assist in developing and improving action plans designed to support parking and transportation initiatives, development of the vehicle permit program and follow up on efficiency of the team members operation daily and control/monitoring operations across the portfolio. Collaborate in conjunction with maintenance, technical and enforcement teams on improving communications to support day to day operations and balance time with customers to support our mission of service excellence. This role supports the university and medical center operations

 

Work Performed

  • Oversee and assist in improving customer based programs to achieve high levels of customer satisfaction.
  • Assist in the oversight and development of departmental financial and operational goals.
  • Work in conjunction with the manager on the day-to-day activities of the assigned locations including:  ensuring appropriate customer interaction, supervising the completion/accuracy of all evening daily reports, processing bank deposits, scheduling staff, supervising frontline staff (e.g. cashiers, ambassadors, operations team), preparing month-end reports, auditing daily cashier shift reports, monitoring and checking of time cards, hiring, development and training of frontline staff, issuing permits to staff and departments daily, financial control and preparation of the annual budget.
  • Oversee call center and assist escalated customers by answering any questions they may have or escalate.
  • Notify all operational issues to team members for to have an efficiently run operation daily.
  •  Lead team in issuing employee and departmental permits, resolving permit issues, handling day to day operations pertaining to permit, permit control and daily parking inquires.
  • Have a thorough knowledge of garage and surface lot operation permit operation to assist daily and monthly permit holders with questions.
  • Learn how/use in house software for day to day operation including automated payments.
  • Oversee and be able to perform duties of customer experience representative as needed and assist in next level escalation around questions or inquiries.
  • Work in conjunction with staff to assist daily and monthly permit customers question as it relates to the where to park, new and relocated permits and technology driven questions around operation of pay on foot stations and payment of charges daily and/or monthly.
  • Perform other related duties incidental to the work described herein. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified. Other tasks and duties are to be performed as instructed by management.

 

Required Qualifications at this Level
Education/Training:  
 

  • Minimum Associates Degree however Bachelor's degree in Business Administration or related field is preferred.
  • Work requires organizational and communication skills both verbal and written.
  • Parking systems knowledge is a plus.        

        
Experience:    
Minimum Three (3) years of related experience equal in scope to the requirements and duties of the system related position OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE SUCH AS EXPERIENCE IN THE PARKING OR TRANSIT PROFESSION.        
        
Skills:    

Thoroughness, detail oriented, communication, time management, problem solving, deescalation and ability to complete projects in a timely manner.         

 

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

 

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

 

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

 

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

 


Nearest Major Market: Durham
Nearest Secondary Market: Raleigh