Customer Service Representative II

University of Idaho

Customer Service Representative II

Location: Moscow

Division/College: Auxiliary Services

Employee Category: Classified

Pay Range: $16.62 per hour or higher depending on experience

FTE: 1

Full/Part Time: Full Time

Position Summary:
Under the direction of the Parking and Transportation Services Office Manager, the Customer Service Representative II provides day-to-day parking office operation assistance and customer service. The position requires public contact assisting the university community and the general public via phone, email, and in-person by interpreting and explaining parking rules under constant revision and related financial records while using judgement and discretion in a wide variety of situations. The incumbent is expected to gain and maintain knowledge of and compliance with university policies and procedures in order to review, monitor, maintain, reconcile and correct parking and related financial records. The Customer Service Representative II ensures compliance with FERPA confidentiality laws when working with the university community and the general public and safeguards the university assets as well as ensures the accurate and timely recording and depositing of all university funds received from a variety of sources. The Customer Service Representative II coordinates event, permit and citation charges, and billing and collection for all parking accounts.

Duties include addressing university customer parking needs through daily customer interactions, matching customer requirements to parking product options; permit sales, and data entry; explaining services; updating and maintaining records; understanding and carrying out parking office procedures and policies; assisting field staff as needed; addressing, processing and escalating citations and citation appeals; performing clerical and related tasks for the department. The incumbent will interpret and apply extensive parking product and policy information and explain complex regulations which are continuously reviewed and updated for clarity and improved customer service.

Minimum Qualifications:

• High school diploma or equivalent

• 1 year of work experience that required a focus on customer service
• Learning and following pre-established processes and procedures with a high degree of consistency
• Composing, proofing and editing a variety of business documents using proper grammar and punctuation as demonstrated in application materials
• Using computer software and applications for word processing, developing spreadsheets, email and internet research

Preferred Qualifications:

• One year office experience
• Previous work at University of Idaho, Banner and MS Office experience, conflict resolution, meeting tight deadlines, project flexibility, filing systems and inventory systems.
• Working knowledge of office support operations, and highly developed math and computer skills.
• Demonstrated ability to type letters, labels and lists; create basic graphics in MS Word; use correct spelling, punctuation and grammar in composing written statements and proofreading; communicate effectively both verbal and written; ability to deal with aggressive and confrontational customers in a professional manner.
• Must be able to learn quickly and multitask.
• Ability and willingness to acquire an understanding of parking regulations and policies.

Physical Requirements & Working Conditions:



Required Licensures, Certifications or other


Posting Number: SP003357P

Posting Date: 04/27/2022

Closing Date:

Open Until Filled: Yes

Special Instructions:
Applications received by May 16, 2022 will be given first consideration.

Applicants please provide a resume and a letter of qualification which provides examples of how you meet each of the required experiences and required education and any applicable preferred qualifications.

Background Check: Applicants who are selected as final possible candidates must be able to pass a criminal background check.

To apply, please visit: jobs.uidaho.edu

EEO Statement
University of Idaho is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer.


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