University of Illinois Urbana-Champaign
Customer Service Specialist
University of Illinois Urbana-Champaign, Urbana, Illinois, us, 61803
Customer Service Specialist
role at
University of Illinois Urbana-Champaign
Job Summary Responsible for coordinating counter operations and customer service functions under the general supervision of the Parking Administrative Manager.
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
Extreme Cold : Occasionally
Extreme Heat : Occasionally
Humidity : Occasionally
Wet : Occasionally
Noise : Occasionally
Hazards : Occasionally
Temperature Changes : Occasionally
Inclement Weather : Occasionally
Additional Physical Demands Occasional outdoor work and remaining in a stationary position for long periods during football season.
Minimum Qualifications
High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories:
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)
Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
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.
Benefits 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.
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.
EEO Statement 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. The University of Illinois System and Illinois are an Equal Opportunity Employer and Employer/educational institution in compliance with all applicable federal statutes. All employees are assured employment without discrimination. The University of Illinois System is an equal-opportunity, anti-discrimination, or non-discrimination employer in accordance with tariff and employment regulations. 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. 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
#J-18808-Ljbffr
role at
University of Illinois Urbana-Champaign
Job Summary Responsible for coordinating counter operations and customer service functions under the general supervision of the Parking Administrative Manager.
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
Extreme Cold : Occasionally
Extreme Heat : Occasionally
Humidity : Occasionally
Wet : Occasionally
Noise : Occasionally
Hazards : Occasionally
Temperature Changes : Occasionally
Inclement Weather : Occasionally
Additional Physical Demands Occasional outdoor work and remaining in a stationary position for long periods during football season.
Minimum Qualifications
High school diploma or equivalent.
Any one or combination totaling three (3) years (36 months) from the following categories:
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)
Responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience.
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.
Benefits 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.
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.
EEO Statement 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. The University of Illinois System and Illinois are an Equal Opportunity Employer and Employer/educational institution in compliance with all applicable federal statutes. All employees are assured employment without discrimination. The University of Illinois System is an equal-opportunity, anti-discrimination, or non-discrimination employer in accordance with tariff and employment regulations. 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. 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
#J-18808-Ljbffr