Customer Service Specialist (CS25-255)
- Southern Illinois University E
- Edwardsville, Illinois
- Full Time
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**Positio Title:** Customer Service Specialist (CS25-255)\
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**Location:** Edwardsville, IL\
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**Division:** Administrative Svcs\
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**Apply Before:** 00791\
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**Department:** Parking Services\
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**FLSA:** Non-Exempt\
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**Description:** **Description**\
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**Position Overview:**\
Southern Illinois University Edwardsville (SIUE) is seeking a
detail-oriented and customer-focused **Customer Service Specialist**
**(CS25-255)** to support Parking Services operations. This position
plays a key role in overseeing the financial accounting, customer
service, and operational support functions for the department. With
oversight of over \$3 million in annual revenue from online
transactions, in-office payments, and pay stations, this role ensures
accurate reconciliation and reporting in collaboration with the
Bursar\'s Office and other administrative units.\
\
The Customer Service Specialist supervises front-line staff, resolves
customer concerns, and facilitates parking appeal decisions in
accordance with University policies. The position also coordinates
special parking requests and provides statistical and operational
reports to university leadership and the Parking and Traffic Committee.\
**What You\'ll Be Doing:**
- Reconcile and manage financial transactions from all revenue sources
(office, online, pay stations), ensuring proper deposits and
coordination with the Bursar\'s Office.
- Serve as fiscal officer delegate for multiple Parking Services
accounts, managing account activity and monthly billing processes.
- Approve and coordinate departmental parking requests, including
guest permits, validation codes, and \"no ticketing\"
authorizations.
- Review parking citations without assigned customers and manage the
tracing and assignment of responsible parties for collection.
- Review and adjudicate parking appeals in accordance with SIUE
Parking and Traffic Regulations, past practices, and professional
judgment.
- Supervise and manage Customer Service Representatives, including
hiring, training, performance evaluations, scheduling, and
disciplinary actions.
- Respond to escalated customer complaints and provide effective
resolution strategies.
- Generate reports and statistical information for department
leadership, Parking and Traffic Committee, and other university
departments as needed.
- Recommend and implement improvements to parking policies and
procedures based on customer interaction, data analysis, and
operational insights.
- Act as a liaison between Parking Services and other campus
departments including the Bursar\'s Office, Financial Aid, and
Administrative Services.
- Ensure the effective use of multiple parking and financial systems
including T2 Flex, ChargePoint, Banner, AIS, Nelnet, and related
platforms.
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**Minimum Acceptable Qualifications**\
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**Minimum Qualifications:**\
-High school diploma or equivalent.\
-Any one or combination totaling three (3) years (36 months) from the
following categories:\
college coursework in business administration, communications, public
relations or a closely related field as measured by the following
conversion table or its proportional equivalent:\
30 semester hours equals one (1) year (12 months)\
Associate\'s Degree (60 semester hours) equals eighteen months (18
months)\
90 semester hours equals two (2) years (24 months)\
Bachelor\'s degree (120 semester hours) equals three (3) years (36
months)\
responsible work experience in customer services, public relations,
office administration, b\
\
\
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**Location:** Edwardsville, IL\
\
\
**Division:** Administrative Svcs\
\
**Apply Before:** 00791\
\
**Department:** Parking Services\
\
**FLSA:** Non-Exempt\
\
**Description:** **Description**\
\
**Position Overview:**\
Southern Illinois University Edwardsville (SIUE) is seeking a
detail-oriented and customer-focused **Customer Service Specialist**
**(CS25-255)** to support Parking Services operations. This position
plays a key role in overseeing the financial accounting, customer
service, and operational support functions for the department. With
oversight of over \$3 million in annual revenue from online
transactions, in-office payments, and pay stations, this role ensures
accurate reconciliation and reporting in collaboration with the
Bursar\'s Office and other administrative units.\
\
The Customer Service Specialist supervises front-line staff, resolves
customer concerns, and facilitates parking appeal decisions in
accordance with University policies. The position also coordinates
special parking requests and provides statistical and operational
reports to university leadership and the Parking and Traffic Committee.\
**What You\'ll Be Doing:**
- Reconcile and manage financial transactions from all revenue sources
(office, online, pay stations), ensuring proper deposits and
coordination with the Bursar\'s Office.
- Serve as fiscal officer delegate for multiple Parking Services
accounts, managing account activity and monthly billing processes.
- Approve and coordinate departmental parking requests, including
guest permits, validation codes, and \"no ticketing\"
authorizations.
- Review parking citations without assigned customers and manage the
tracing and assignment of responsible parties for collection.
- Review and adjudicate parking appeals in accordance with SIUE
Parking and Traffic Regulations, past practices, and professional
judgment.
- Supervise and manage Customer Service Representatives, including
hiring, training, performance evaluations, scheduling, and
disciplinary actions.
- Respond to escalated customer complaints and provide effective
resolution strategies.
- Generate reports and statistical information for department
leadership, Parking and Traffic Committee, and other university
departments as needed.
- Recommend and implement improvements to parking policies and
procedures based on customer interaction, data analysis, and
operational insights.
- Act as a liaison between Parking Services and other campus
departments including the Bursar\'s Office, Financial Aid, and
Administrative Services.
- Ensure the effective use of multiple parking and financial systems
including T2 Flex, ChargePoint, Banner, AIS, Nelnet, and related
platforms.
\
\
**Minimum Acceptable Qualifications**\
\
**Minimum Qualifications:**\
-High school diploma or equivalent.\
-Any one or combination totaling three (3) years (36 months) from the
following categories:\
college coursework in business administration, communications, public
relations or a closely related field as measured by the following
conversion table or its proportional equivalent:\
30 semester hours equals one (1) year (12 months)\
Associate\'s Degree (60 semester hours) equals eighteen months (18
months)\
90 semester hours equals two (2) years (24 months)\
Bachelor\'s degree (120 semester hours) equals three (3) years (36
months)\
responsible work experience in customer services, public relations,
office administration, b\
\
