Towson University (TU) is one of the nation's top 100 public universities. Located north of Baltimore, TU currently enrolls more than 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University values diversity and fosters a climate that is grounded in respect and inclusion to cultivate the intellectual and personal growth of the entire university community. The Office Assistant is responsible for the day-to-day oversight and supervisi... more details
Towson University (TU) is one of the nation’s top 100 public universities. Located north of Baltimore, TU currently enrolls more than 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University values diversity and fosters a climate that is grounded in respect and inclusion to cultivate the intellectual and personal growth of the entire university community.
The Office Assistant is responsible for the day-to-day oversight and supervision of the Customer Service section in Parking Services while using independent judgement to determine if circumstances warrant adjusting and/or exceptions to regular practices. Areas of responsibilities will include customer service, account management (Flex, PeopleSoft, Pay by Phone system, etc.); will be responsible for the coordination of the Customer Service (Front Desk A&F Team) section operational activities responsibilities, recruitment, training, personnel management, and associated tasks. This role will require strong knowledge of all Parking & Transportation policies and procedures while understanding how to apply them when resolving customer issues.
Account Management – Escalations & Exception processing:
- Responsible for processing and handling customer requests and escalations. Ensure decisions are in line with policy and procedure intent.
- Responsible for handling customer escalations from A&F front desk section staff including complaints, appeals, exceptions, suspected inappropriate use of permits, excessive violation of department regulations, parking sanctions, etc.
- Responsible for completing required in-depth research on customer accounts which may involve University Billing Office, MVA, Towing Company, etc.
- Coordination with PTS Operation IT Analyst for any parking management system issues creating customer and/or account issues to resolve where appropriate.
Department Liaison:
- Partner and serve as the liaison for Parking & Transportation Services with cross-functional teams for any customer service-related exceptions, escalations, issues, and/or concerns for parking permits, appeals, and citations for other sections within the department, other university departments, and external vendors.
Customer Account Processing
- Special Permit Request - Through research and applying critical thinking, process special permit requests to determine the best and appropriate permit type if applicable criteria have been met and approve or deny requests. Use independent judgment to determine if a parking exception or modification to exception can be accommodated with existing or through coordination to create permit types (where applicable/appropriate) to the routine approach is warranted.
- Appeal Processing – review appeal requests, complete in-depth research, and based on the information determine if the fine should be reduced and if so by how much.
- Exception Requests – review requests for exceptions to normal approaches for permits, parking assignments, etc. to determine if the request should be approved, and if approved, define criteria (where, how long, cost, etc.) for the exception.
- Account issue resolution - through in-depth research and using independent judgment, determine if any mistake, error, etc occurred and determine the appropriate resolution to include account updates, refund processing, credit & debit processing, process adjustments, coordination with other offices, ASBO, Student Billing, MVA, Central Collections, etc.
- Process requests for virtual permits to include department guest permits, special department requests (construction, company vehicles, etc.),
Monitoring Operations & Procedures
- Monitor trends and/or customer service section systems for potential improvements and/or problem resolution which require coordination with other sections or departments on campus where appropriate.
- Responsible for coordinating with Assistant Director A&F or designee to provide recommendations for improving efficiency and service.
- Other duties as assigned.
- Bachelor's Degree.
- Five or more years' experience.
- Detailed oriented, strong decision making ability, independent decision maker, strong written and verbal skills.
- Able to work in fast paced environment.
- Team player and one who is able to work with multiple departments.
Salary at $50K and full University benefits that include 22 days of annual leave, up to 15 holidays, personal and sick days; excellent health, life, and retirement plans; and tuition remission. To learn more about our benefits, click here. TU also offers a variety of great perks and discounts, which can be found here.
This position will be open for a minimum of 14 days. For consideration, please submit a cover letter and resume with your online application.
The safety of our students, faculty, staff, and neighbors has been our top priority and the focus of every one of our decisions since the earliest days of the COVID-19 pandemic. Therefore, the University System of Maryland (USM) has strongly encouraged full COVID vaccination and up-to-date booster shots (when eligible) for all faculty, staff, and students at all schools in the USM as both a reasonable and necessary means of protecting our health and safety.