This is a description of a Staff Position Classification. It is not an announcement of a position opening. To view descriptions of current openings, please go to UNMJobs and Search Postings to view positions that are currently accepting applications.
The following statements are intended to describe, in broad terms, the general functions and responsibility levels characteristic of positions assigned to this classification. They should not be viewed as an exhaustive list of the specific duties and prerequisites applicable to individual positions that have been so classified.
Summary
Provides first-line customer service to students, faculty, staff and the general public regarding general parking and transportation matters. Provides day-to-day contact, interaction, standard policy/procedural information, and performs routine problem resolution on matters pertaining to parking and transportation issues. Processes customer cash transactions while ensuring maximum customer satisfaction.
Duties and Responsibilities
Oversees direct front-desk customer assistance in a high volume, fast-paced environment; directs and provides information to customers; calmly facilitates the resolution of customer complaints in an often volatile environment.
Establishes and manages customer/student accounts, as appropriate to the individual position, within the prescribed policy and procedural guidelines; handles and monitors account transactions and associated documentation; investigates and resolves or refers account problems and discrepancies as appropriate.
Processes and/or oversees the processing of customer cash transactions, ensuring maximum customer satisfaction; researches and resolves customer issues or recommends solutions to management.
Monitors and coordinates front-end cashiering operations; ensures the appropriate disposition and handling of cash, and handles void authorizations, cashiering problems, and/or non-routine transactions as they arise.
Monitors all incoming communications vial email or telephone and either responds or refers to appropriate responder for resolution.
Oversees and coordinates the day-to-day activities of student and temporary workers as required.
Maintains vigilance with respect to potential security problems, such as fraud or inappropriate customer behavior, and alerts and coordinates with management, security personnel, and/or police, as per established procedures in the event of a security situation.
Maintains records of service desk transactions and prepares routine and ad-hoc activity reports to management, as required.
May provide specified customer services in locations remote to the central office, as appropriate to the objectives and requirements of the individual position.
Serves as Campus Security Authority as outlined by the Clery Act.
Performs miscellaneous job-related duties as assigned.
Minimum Job Requirements
High school diploma or GED; at least 3 years of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
Knowledge, Skills and Abilities Required
Knowledge of refund and exchange practices in a retail environment.
Ability to communicate effectively verbally, in writing, and over the telephone.
Strong interpersonal skills, flexibility, and customer service orientation.
Ability to operate a computerized cash register.
Ability to investigate and analyze information in a complex system and draw conclusions.
Ability to handle a flexible work schedule, to include some evenings and weekends.
Ability to interpret procedures and arrive at procedural decisions and judgments.
Knowledge of retail security procedures, systems, and standards.
Skill in the use of personal computers and related software applications.
Records maintenance skills.
Ability to understand and effectively communicate vast variances in customer products based on specific individual eligibility rules.
Ability to maintain a calm demeanor in volatile situations.
Knowledge of cash management principles and/or procedures.
Ability to functionally lead, train and motivate staff and student employees, to include organizing, prioritizing, and scheduling work.
Conditions of Employment
Must pass a pre-employment criminal background check.
Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.
All regular, non-temporary positions assigned to this classification are represented by a labor union and subject to the terms and conditions of the US-UNM Collective Bargaining Agreement.
Working Conditions and Physical Effort
No or very limited physical effort required.
No or very limited exposure to physical risk.
Work is normally performed in a typical interior/office work environment.
The University of New Mexico provides all training required by OSHA to ensure employee safety.
