Facilities Services Representative (Ncs) - Parking Authority

THIS IS A NON-CIVIL SERVICE POSITION

Salary Range:

$15.00 - $28.80 / Hourly

Starting Pay:

$15.00 / Hourly

Our Benefits

The Office of Employee Benefits manages the City's health and welfare benefits plans for employees, retirees, and eligible dependents. The city offers medical, prescription drug, dental, vision, optional life, AD&D, and FSA plans. This office also supplies wellness programs, support groups, and workshops. You can learn about our benefits here: https://humanresources.baltimorecity.gov/hr-divisions/benefits

Get to Know Us

Welcome to the City of Baltimore! Experience the reward of a fulfilling career and enjoy the added element of excitement in a vibrant, diverse atmosphere. The City of Baltimore offers limitless opportunities to help drive social impact, both on the job and in the community, while serving its citizens. Join us in making Baltimore a great place to live and work. In the City of Baltimore, we hire great people and provide them with the skills and opportunities to grow toward their career aspirations. If you are looking for a career change or interested in learning more, explore our opportunities and benefits programs. We are excited to have you as a part of the City of Baltimore Team!

Job Summary:

The Facilities Specialist Representative assists the Division Manager, Facilities Manager and Assistant Manager of the Off-Street Parking Division in overseeing the operations of the Municipal parking garages and lots. Provides assistance to customers in resolving problems; assists in monthly billing.

Essential Functions:

• Provides solutions to current and potential customers through answering questions, documenting, investigating and resolving problems and/or complaints.
• Corresponds daily with our contracted parking garage operator employees to diagnose and provide solutions for monthly and transient customer access issues.
• Updates and maintains customer information in cardholder program (Zephire);
• Interacts with walk-in customers to assist in card application review, data entry into the Zephire System, access card activation, monitoring in the PARCS System (Spark) and cancellations.
• Interacts with all monthly customers utilizing this system, which includes individuals, small and large organizations and universities.
• Responds to customer inquiries, taking validation orders, printing and distributing the validations to current customers, one-time individual customers, and small or large organization customers.
• Perform clerical duties as needed, including filing, photocopying, collation and answering phones.
• Creates invoices for valet and validation accounts.
• Reviews accounts for activity and usage, creates and issues invoices, and answers customer questions.
• Creates billing for garage accounts and processes refund requests for customers.
• Perform physical inspections of garages and lots as needed.
• Performs other duties as assigned

Supervision Received and Exercised: This position works under general supervision with little functional guidance, following established procedures; situations requiring others' input should be referred to a department supervisor; changes to a policy or procedure always require supervisory approval. This position does not supervise other staff members.

Minimum Qualifications:

Education: High school diploma or GED required, advanced technical training is preferred.

AND

Experience: Minimum of three years of customer service and/or related experience required.

Knowledge, Skills, & Abilities:

• Knowledge and Ability to use Microsoft Office Suite to include Outlook, Excel, Word and Adobe Acrobat.
• Ability to learn the Off-Street Parking systems such as Spark and Zephire;
• Ability to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic mathematical computations.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write professional business emails, routine reports and correspondence.
• Ability to speak professionally on the phone and effectively in-person before groups of customers or employees of the organization.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL REQUIREMENTS

The office environment is conducive with regulated office temperatures and lighting. The noise level can occasionally be moderate. The position frequently requires the employee to sit, stand, walk, stoop, bend, use hands and reach with hands and arms. Occasional light lifting of up to 50 pounds and pushing items up to 100 pounds, such as carts or crates of equipment, may be required. Specific vision abilities required are close and distance vision and ability to adjust focus. The out-of-office environment is conducive with outdoor weather conditions.

Additional Information

Background Check

Eligible candidates under final consideration for appointment to positions identified as positions of trust will be required to complete authorization for a Criminal Background Check and/or Fingerprint must be successfully completed.

Probation

All persons, including current City employees, selected for this position must complete a mandatory six-month probation.

Financial Disclosure

This position is required to complete a Financial Disclosure pursuant to Sections 7-7, 7-8, and 7-9 of the City Ethics Law. The initial financial disclosure must be submitted within 30 days of hire.

Baltimore City Government is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The City of Baltimore prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service, sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Department of Human Resources directly. Do not attach your request for accommodation to the application.

BALTIMORE CITY IS AN EQUAL OPPORTUNITY EMPLOYER