Customer Service Specialist

Parking Department

Job Summary

Duties & Responsibilities

• Manage and supervise front counter staff and oversee daily front counter operations.
• Monitor, train, and coach Customer Service Representatives to ensure high-quality service and adherence to departmental standards.
• Provide support to the Parking Administrative Manager by assisting with tasks and projects as needed.
• Respond to complex parking inquiries received via email, phone, or in person from customers, faculty, staff, and students, providing accurate information about citations, customer accounts, and parking policies and procedures.
• Assist with maintaining and updating departmental website content and support the implementation of new customer service technologies and tools.
• Assist with dispatch (e.g., motorist assistance, violation checks, etc.), bagged meter requests, and other parking reservation requests.
• Respond to general email requests as needed (e.g., waitlist, permits, citations, rate changes, etc.).
• Maintain and balance cash drawer as needed.
• The majority of work is performed in a standard office atmosphere. At times, high call volume and multiple customers may create a fast-paced or hectic environment.
• Overtime may be required during football season.
• Perform other related duties as assigned.

Working Conditions

Additional Physical Demands

Minimum Qualifications

1. High school diploma or equivalent.
2. Any one or combination totaling three (3) years (36 months) from the following categories:
A. 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)
B. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
3. One (1) year (12 months) of work experience comparable to that gained as a Customer Service Representative

Preferred Qualifications

Experience in the parking or transportation industry
Experience using T2 Parking Management Software
Five years of experience in customer service, public relations, or related public-facing work and public contact
Two years of managerial or supervisory experience in customer service or a related field
Familiarity with the University of Illinois campus streets and parking lots
Extensive knowledge of office practices and procedures

Knowledge, Skills and Abilities

• Strong knowledge of customer service operations and office procedures
• Knowledge and skills in conflict resolution, performance management, and coaching staff
• Ability to coordinate daily workflow and ensure consistent service standards
• Strong verbal and written communication skills for interacting with staff, customers, and leadership
• Ability to adapt to changing demands and support a positive, collaborative team environment
• Excellent organizational skills and the ability to manage competing priorities
• Ability to remain calm and professional during high-stress or high-volume situations
• Ability to oversee activities within office as needed
• Ability to perform responsibilities with minimal supervision

Appointment Information

This is a 100% full-time Civil Service 4809 - Customer Service Specialist position, appointed on a 12-month basis. The expected start date is as soon as possible after 2/5/2026. The budgeted salary range for this position is $53,000 - $55,000 per year. Sponsorship for Work authorization is not available for this position now or in the future.

For more information on Civil Service classifications, please visit the SUCSS web site at https://www.sucss.illinois.gov/pages/classspec/default.aspx.

Application Procedures & Deadline Information

Applications must be received by 6:00 pm (Central Time) on January 29,2025. Apply for this position using the Apply Now button at the top or bottom of this posting. In order to be considered as a transfer candidate, you must apply for this position. Applications not submitted through https://jobs.illinois.edu will not be considered. If required by the position, transcripts or other documentation of credentials are to be provided no later than the first day of employment. For further information about this specific position, please contact iustaffdevelopment@mx.uiliinois.edu For questions regarding the application process, please contact 217-333-2137.

At the University of Illinois Urbana-Champaign — the state’s flagship public university and one of the world’s leading research institutions — every staff member helps shape what’s next. Founded in 1867, Illinois is home to a vibrant community of 59,000 students from all 50 states and 129 countries, supported by 15 colleges and instructional units, more than 20 research institutes, and one of the most comprehensive student service ecosystems in the nation. Whether you’re empowering first-generation students, fueling breakthrough innovation, or strengthening communities across Illinois and beyond, your work here has a far-reaching and deeply meaningful impact. The university offers a highly competitive benefits package designed to support your well-being, growth, and financial security. Join a top 10 public university that has launched over 330 startups and continues to redefine excellence — where the Illinois Value Proposition ensures that your contributions are recognized, your potential is nurtured, and your career can thrive.

Champaign-Urbana

Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position; however, all employment decisions will be made by a person.

This position is intended to be eligible for benefits. This includes Health, Dental, Vision, Life Insurance, a Retirement Plan, Paid time Off, and Tuition waivers for employees and dependents.

The University of Illinois System is an equal opportunity employer, including but not limited to disability and/or veteran status, and complies with all applicable state and federal employment mandates. Please visit Required Employment Notices and Posters to view our non-discrimination statement and find additional information about required background checks, sexual harassment/misconduct disclosures, and employment eligibility review through E-Verify.

Applicants with disabilities are encouraged to apply and may request a reasonable accommodation under the Americans with Disabilities Act (2008) to complete the application and/or interview process. Accommodations may also be requested on the basis of pregnancy, childbirth, and related conditions, or religion. Requests may be submitted through the reasonable accommodations portal, or by contacting the Accessibility & Accommodations Division of the Office for Access and Equity at 217-333-0885, or by emailing accessibility@illinois.edu.

Requisition ID: 1034337
Job Category: Administrative Support
Apply at: https://jobs.illinois.edu