What are the responsibilities and job description for the Customer Service Ambassador position at City of Madison, WI?
General Description
Are you a dependable, customer-focused individual who thrives in a fast-paced environment? The City of Madison Parking Division is seeking Customer Service Ambassadors to provide essential frontline service at our gated parking facilities. In this role, you’ll be the face of the Parking Division, ensuring smooth operations, assisting customers, and supporting a wide range of parking services. This position offers a unique opportunity to work independently, solve problems on the spot, and contribute to the safety and efficiency of our city’s parking infrastructure. Customer Service Ambassadors typically work alone and in challenging conditions, including small work areas, heavy traffic, construction zones, extreme weather, and interactions with potentially upset customers.
The current recruitment is to fill multiple full-time Customer Service Ambassador positions. In addition, this recruitment will establish a candidate pool to fill any full-time or part-time Customer Service Ambassador vacancies that may arise over the next six (6) months.
HOURS: Positions are scheduled for 40 hours per week. Shifts may include night, weekend, and holiday hours. A limited number of daytime shifts may be available. Scheduled shifts for each position may be changed with a minimum advance notice of five (5) business days.
Employees may be eligible for loan forgiveness through the Public Service Loan Forgiveness Program.
Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.
Examples of Duties and Responsibilities
Customer Service
- Provide customer service by answering questions regarding directions, events, building locations, and parking policies.
- Proactively engage with customers to enhance their parking experience and address any potential issues or concerns.
- Assist parking structure customers with making payments using the automated pay and exit stations.
- Use various software and/or monitoring cameras. Diagnose and resolve customer service concerns and/or equipment issues.
- Monitor parking equipment at assigned facility/facilities throughout the shift to ensure efficient entry and exit of vehicles.
- Perform basic maintenance and repairs on parking structures and parking control equipment, such as replacing dislodged gate arms, clearing ticket jams, replacing receipt rolls, and replacing ticket boxes.
- Set up and remove barricades and/or signs to facilitate efficient entry and exit of vehicles, to include both pay-on-entry and pay-at-exit operations.
- Assist in training new employees.
- Calculate and collect parking fees, using a fee computer or manually, for customers entering and exiting parking facilities, ensuring accurate change is made.
- Deposit money in a safe. Record deposit information accurately, following established policies and procedures.
- Issue Failure-to-Pay notices in lieu of payment, following established policies and procedures.
- Maintain assigned areas, facilities, and equipment in a clean and orderly condition.
- Secure equipment, booth, safes, offices, and restrooms when not in active use.
- Keep entry/exit drive lanes and walkways clear of snow, ice, safety hazards, litter, and debris.
- Report issues requiring assistance to resolve to maintenance personnel, Leadworker, and/or Supervisor.
- Enforce parking regulations in City-operated parking facilities as assigned.
- Direct traffic inside City-operated parking facilities to maintain efficient entry and exit of vehicles.
Perform other related duties as assigned.
Minimum Qualifications
- One (1) year of customer service experience that included cash handling responsibility.
-OR-
- Familiarity with the following:
- Safe cash handling techniques.
- Computers and ability to learn and use computer software applicable to the duties of the position.
- Basic hand tools and ability to learn and perform minor repairs to equipment.
Based on the number of qualified applicants, random selection may be used to determine which applicants are invited to test and/or interview for these positions.
The City of Madison strives to provide exceptional customer service to all its residents and visitors. Therefore successful candidates will have demonstrated ability to effectively work with multicultural communities.
For a complete list of the Knowledge, Skills, and Abilities, please see the classification specification.
Special Requirements
- Possession of a valid driver's license and ability to meet the transportation requirements of the position. Employees in this classification who provide their own vehicle to assist at various locations will be reimbursed for mileage and parking.
Physical Requirements:
- Ability to sit or stand for long periods of time to work at computer, fee computer, and monitor video surveillance for revenue collection and customer assistance.
- Ability to walk and stand for extended periods of time for special event parking, enforcement, directing traffic, and assisting customers at various locations within and near the gated facilities.
- Ability to bend, twist, squat, reach, and use hand tools for minor repairs to parking equipment, snow/ice removal of drive lanes and walkways, and stocking supplies.
- Ability to move barricades and signs, which includes having to lift up to 25 pounds on occasion and up to 50 pounds with assistance, as needed.
- Ability to work in adverse weather conditions.
