Customer Service Specialist (CS25-255)

Position Overview:

Southern Illinois University Edwardsville (SIUE) is seeking a detail-oriented and customer-focused Customer Service Specialist (CS25-255) to support Parking Services operations. This position plays a key role in overseeing the financial accounting, customer service, and operational support functions for the department. With oversight of over $3 million in annual revenue from online transactions, in-office payments, and pay stations, this role ensures accurate reconciliation and reporting in collaboration with the Bursars Office and other administrative units.

The Customer Service Specialist supervises front-line staff, resolves customer concerns, and facilitates parking appeal decisions in accordance with University policies. The position also coordinates special parking requests and provides statistical and operational reports to university leadership and the Parking and Traffic Committee.

• Reconcile and manage financial transactions from all revenue sources (office, online, pay stations), ensuring proper deposits and coordination with the Bursars Office.

• Serve as fiscal officer delegate for multiple Parking Services accounts, managing account activity and monthly billing processes.

• Approve and coordinate departmental parking requests, including guest permits, validation codes, and "no ticketing" authorizations.

• Review parking citations without assigned customers and manage the tracing and assignment of responsible parties for collection.

• Review and adjudicate parking appeals in accordance with SIUE Parking and Traffic Regulations, past practices, and professional judgment.

• Supervise and manage Customer Service Representatives, including hiring, training, performance evaluations, scheduling, and disciplinary actions.

• Respond to escalated customer complaints and provide effective resolution strategies.

• Generate reports and statistical information for department leadership, Parking and Traffic Committee, and other university departments as needed.

• Recommend and implement improvements to parking policies and procedures based on customer interaction, data analysis, and operational insights.

• Act as a liaison between Parking Services and other campus departments including the Bursars Office, Financial Aid, and Administrative Services.

• Ensure the effective use of multiple parking and financial systems including T2 Flex, ChargePoint, Banner, AIS, Nelnet, and related platforms.

Minimum Qualifications:
-High school diploma or equivalent.
-Any one or combination totaling three (3) years (36 months) from the following categories:
college coursework in business administration, communications, public relations or a closely related field as measured by the following conversion table or its proportional equivalent:
30 semester hours equals one (1) year (12 months)
Associates Degree (60 semester hours) equals eighteen months (18 months)
90 semester hours equals two (2) years (24 months)
Bachelors 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:
-Accounting/cash drawer reconciliation/balancing experience.
-Extensive knowledge of Parking and Traffic regulations at SIUE.
-Training and/or prior experience in proprietary software and hardware (T2 Systems, Chargepoint, Flowbird, etc.)
-Very good communication skills with an emphasis on problem solving and conflict resolution.
-Ability to effectively supervise employees.
-Knowledge of various computer systems including but not limited to MS Office, AIS, Banner, Adobe, etc.
-This position frequently deals with contentious complaints requiring a great deal of patience, composure and tact to respond and hopefully determine mutually agreeable solutions.
-This position handles situations that can be difficult from a customer service standpoint.

Civil Service Information: Civil Service Application - FAQs

Application Instructions: How to Apply - Step by Step

Illinois Residency Requirement: Pursuant to the State Universities Civil Service System, out-of-state candidates must establish Illinois residency within 180 calendar days of the start date for this position.

Illinois residency requires proof of a valid Illinois Drivers License or state of Illinois ID Card. Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.

Classification: State Universities Civil Service System Classification Number: 4809 SUCSS Classification Title. For more information on Civil Service classifications, please visit the State Universities Civil Service System website at: .

Veterans: Veterans who qualify for preference must provide proof of eligibility within ten (10) working days of submitting an application. The required proof of eligibility includes, at a minimum, a copy of the veteran's DD214/DD215 form (Department of Defense), NGB22 form (National Guard), or Discharge Orders or DD256 Discharge Certificate (Reserves). For help in determining the appropriate proof of eligibility to submit, please refer to the Guide for Veteran Document Verification.

Pre-Employment Screening: External candidates receiving a job offer must undergo pre-employment screening, including a criminal background check. For safety sensitive positions, a drug screen will also be required.

Work Authorization Information: This position does not offer work authorization sponsorship. International students at SIUE on F-1 or J-1 visas are not eligible for full-time or part-time civil service positions with permanent status. F-1 and J-1 visa holders must be enrolled full-time and can only apply for temporary part-time roles working 20 hours or less per week during spring and fall semesters, such as student worker positions, assistantships, and civil service extra help roles. SIUE is a state university, and it's important to highlight that benefits from state-sponsored plans may not be accessible to individuals on F1 or J1 visas.

Accommodation: If you are unable to utilize our online application system and need to request an accommodation, please reach out to us at ... or via email at: ...

EEO Statement

Southern Illinois University Edwardsville is an equal opportunity employer and thus prohibits discrimination against employees, applicants for employment and students on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, or veterans status.