Dept.of Off Street Parking

Compensation

Full Description

Lead Customer Service Rep.  Job Description    Reports To: Customer Service Manager   Department:  Operations-PHT    Pay Band:  3 - Non- Exempt Effective Date:     October 1, 2025    Overall Responsibilities:    Individuals in this position have primary responsibility for assuring customer satisfaction. Also, assist the Customer Service Manager with the day-to-day operation in the Customer Service Department.    Duties and Responsibilities:    Audits daily garage cashier reports against computer reports, deposit slips and all validation tickets and to related revenue.    Audits and reconciles lot revenues to deposits, cashier reports and ticket usage.    Prepares Excel recap sheets for daily revenue and record deposits to General Ledger.    Cancel daily parking tickets, merchant and prepaid parking coupons.    Consolidates daily deposits and prepare manifest for Wells Fargo pick-up.    Counts & processes credit card receipts.    Prepare account analysis as required using Excel.    Enter daily deposit reports in General Ledger.    Performs special studies and projects as required by Customer Service Manager.    Cover receptionist desk.    Acts as a liaison between customers and parking staff.    Receives payments and issues monthly parking decals and cards.    Resolves customer service issues.    Answers telephone inquiries regarding facility locations, monthly and daily rates and space availability by facility.    Handles complaints and/or problems regarding parking operations, customer accounts, parking cards, and reports of damage to vehicles while parked in JHM garages or lots.    Updates computer files with current customer information.    Processes customer refund payments.    Creates daily credit card sales report.    Completes monthly payment application reports for all parking facilities.    Prepares validation orders with an invoice and follows up on payment.    Submits end-of-month financial reports.    Conducts end of month closing using the billing software.    Generates, prints and mails monthly parking invoices.    Research missing check and credit card payments.    Trains and assists Customer Service Representatives.    Assists the Customer Service Manager with scheduling of Customer Service Department.    *Oversee the Customer Service Office in the absence of the Customer Service Manager.    Accounts Receivable Customer Service Duties:   All the above plus handles all our credit customers’ accounts receivable.    Updates account receivable customers key cards.    Process credit cards payments and IA accounts.     Required Knowledge, Skills and Abilities:    Knowledge of simple mathematics. Ability to:    1. Perform arithmetic computations in a timely and accurate manner.  2. Utilize PC and other related equipment.  Knowledge of basic accounting & bookkeeping procedures.  3. Utilize Excel in accomplishing assigned tasks.  4. Use of other simple office machines.  5. Ability to meet deadlines.  6. Ability to understand and carry out moderately complex written and oral instructions.  7. Focus mentally and visually for long periods of time.  8. Knowledge of agency rules and regulations pertaining to customer service.  9. Ability to courteously and effectively deal with transient customers and parking account representatives.  10. Ability to maintain clerical records according to agency requirements.  11. Knowledge of Revenue Control Software, AX Dynamics and PARIS.   Minimum Entrance Requirements:      Associate degree in accounting or finance with some supervisory experience.    Job Knowledge:    Approximate equivalence in education and experience of    1. Four (4) years or more experience plus a high school or specialized school education.  - or     2. Associate degree in accounting or finance to be completed within 1 year, or equivalent technical training certification plus one (1) year experience.      Judgment and Decision Making:     Diversified duties involve broad knowledge of a restricted field, requiring use of a wide range of procedures and judgment to perform, plan or make decisions on operations or processes; some of which are without clear-cut precedent.  Decisions involving other areas not within the restricted field of the operation should be referred to the supervisor.    Responsibility:    Loss of cash, equipment, materials and/or process would seldom exceed $500.00 per incident.    Errors may involve losses such as workflow delays, work stoppage, damage to vital equipment affecting the process or productivity of others.    Regular contacts with other departments and/or general public and customers, where handling might affect results.    Manual Skill and Dexterity:     Skills and dexterity required are comparatively easy to acquire.  No unusual operational care or deftness required.  Works within fairly broad guidelines.  The manual abilities required are within the capabilities of the average individual following approximately one- or two-weeks’ experience.    Physical Effort:    Light physical effort.  Occasional lifting of 25-to-30-pound weight material.  Duties require frequent mental and visual attention where workflow is intermittent and cycle for process involves waiting.    Working Conditions:     Very good working conditions.  Absence of unpleasant elements for all practical purposes.   Usual office conditions.