Customer Engagement Associate

Posting DetailsPosting Detail InformationWorking Title Customer Engagement AssociatePosition Location Fort Collins, COWork Location Position is fully in-office/in-personResearch Professional Position NoPosting Number 202401506APPosition Type Admin Professional/ Research ProfessionalClassification Title Technical/Support IINumber of Vacancies 1Work Hours/Week 40Proposed Annual Salary Range $35,000 - $38,000Employee BenefitsColorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, commitment to diversity, equity and inclusion , and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.• For detailed benefit plan information for eligible employees, visit https://hr.colostate.edu/hr-community-and-supervisors/benefits/benefits-eligibility/ and https://hr.colostate.edu/prospective-employees/our-perks/ .• For the total value of CSU benefits in addition to wages, visit https://hr.colostate.edu/total-compensation-calculator/ .• For more information about why Fort Collins is consistently ranked in the top cities to live in, visit https://hr.colostate.edu/prospective-employees/our-community/ .Desired Start Date 09/23/2024Position End Date (if temporary)To ensure full consideration, applications must be received by 11:59pm (MT) on 09/09/2024Description Of Work UnitFounded in 1870, Colorado State University is among the nation’s leading research universities and enrolls approximately 32,000 undergraduate, graduate, and professional students. Located an hour north of the Denver metro area, Fort Collins is a vibrant community of approximately 157,000 residents that offers the convenience of a small town with all the amenities of a large city. Fort Collins is situated on the Front Range of the Rocky Mountains with views of 14,000 foot peaks, and offers access to numerous cultural, recreational, and outdoor opportunities.It is the mission of this department to provide safe, efficient multi-modal access to campus and manage parking resources to support campus activities and enhance life in the university community. The department is a self-funded auxiliary of Colorado State University that supports all maintenance and operations as they relate to transportation services on campus.Position SummaryThis position is responsible for: Providing an exceptional customer service experience in regards to parking regulations, transportation and mobility options on campus, issuing and selling parking permits and processing payments for parking citations. Other responsibilities include: Managing mail, email, phone, and in-person correspondence, filing and scanning documents, maintaining and creating customer accounts in parking management software system, researching customer accounts and other duties as assigned. Working with departments and third-party vendors to identify and sell required permits to support campus access/activities.Required Job Qualifications• One year of general clerical experience• One year of cash handling experience• Two years of customer service experience• High School Diploma/ GEDPreferred Job Qualifications• Two years of general clerical experience• Three years of cash handling experience• Five years of customer service experienceDiversity StatementAbility to advance the department’s commitment to diversity and inclusion through research, teaching and outreach with relevant programs, goals and activities.Essential DutiesJob Duty Category Issue PermitsDuty/Responsibility• Access computer records to evaluate an individual’s status/attributes and determine eligibility for permit type and appropriate fee per regulations: advise customer of their options.• Issue yearly, semester, monthly or daily permit(s) and collect payment by cash, check, credit card, Aries account transfers or payroll deductions.• Issue visitor, construction and vendor permits after eligibility verified.• Issue special permits for Housing and/or job assignments, Adult Fitness, Electric Vehicle, ADA , State Vehicle Service, etc. Review and refund permits, calculating refund amount, and determining refund eligibility.• Calculate pro-rated permit pricing. Audit daily transactions and cash drawer to ensure accurate management of funds, permit applications, and customer accounts.• Ensure accurate assignment of vehicles to permits and that vehicles on customer accounts are updated as needed.Percentage Of Time 30Job Duty Category Citation ResolutionDuty/Responsibility• Assist customers with education and resolution of parking citations and/or citation appeal process.• Review customer history and office procedures to route appeal for review and determine eligibility for simple appeal reductions.• Process payments for citations over the phone, in office, or by mail utilizing parking and payment software.• Ensure software system accurately reflects customer interaction, customer contact information and citation status.• Complete required documentation to support department processes.• Apply department processes and procedures to successfully resolve and educate customers regarding citation(s).• Ensure accurate assignment of vehicles with associated citations to customers.Percentage Of Time 25Job Duty Category Customer EducationDuty/Responsibility• Explain parking regulations and provide guidance on parking lots and parking signage.• Listen and partner with customers to acquire information and resolve concerns with transportation and mobility needs.• Document and maintain accurate and complete customer records to provide documentation regarding customer activity.• Explain appeal procedures and appeal results to customer.• Manage and de-escalate difficult customer(s) and/or situations to establish an environment to where solutions and compliance are mutually discussed and resolved.• Participate in new employee orientation and onboarding.• Educate departments on acceptable permit regulations and usage.• Develop and update materials to support training and other department communication as needed.• Determine when situations/events require escalation.• Capable of simplifying complex parking structure to customers to assist with wayfinding on campus.• Contribute feedback regarding department materials to support training and other department communication as needed.Percentage Of Time 25Job Duty Category Miscellaneous DutiesDuty/Responsibility• Develop processes, tracking methods, or other routine record keeping ensuring work is organized and prioritized to ensure timely completion.• Review incoming information to successfully route key information to the appropriate audience to ensure timely response and service is provided.• Determine when internal forms, training materials, procedures, job aids, and customer facing communication require change to maintain exceptional service.• Support, initiate, and complete changes to office forms and processes as assigned and approved by supervisor.• Identify opportunities to assist and train team members with understanding of department policy, processes, and software.• Support record retention policies and inventory management. Reallocate resources and evaluate office activities to assert action as needed to support department goals, facilitating collaborative problem-solving.• Participate in staff meetings to lead initiatives to improve office efficiencies and customer service.• Communicate and present marketing material to customers off site as assigned.• Evaluate and take initiative in extended learning opportunities as available or as assigned.• Other tasks as assigned.Percentage Of Time 20Application DetailsSpecial Instructions to ApplicantsTo apply, please upload a cover letter that addresses the required and preferred job qualifications, a resume, and the contact information for three professional references. References will not be contacted without prior notification of candidates.Conditions of Employment Pre-employment Criminal Background Check (required for new hires)Search Contact Tommy Crews, tcrews@colostate.eduEEO StatementColorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715, titleix@colostate.edu .The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836, oeo@colostate.edu .The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836, oeo@colostate.edu .Any person may report sex discrimination under Title IX to the Office of Civil Rights, Department of Education .Background Check Policy StatementColorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.References RequestedReferences RequestedMinimum Requested 3Maximum Requested 3