POSITION OBJECTIVE 

Working under general direction, oversee the operations of the Access Services counter processing parking assignments, ID cards and key requests for faculty, staff and students utilizing complex records keeping and/or filing systems, such as Lenel, HARLD, POS system, and the T2 system. Relying on the knowledge of parking vacancies at the University, ensure the resolution of faculty, staff and student daily parking requests are met in a timely manner to ensure outstanding customer satisfaction. Long-term assignments that requires one to rely on own resources in task accomplishment include using Excel to reconcile parking wait lists and Lenel access to buildings on campus as well as key controls.

ESSENTIAL FUNCTIONS

1. Serve as the primary contact for the Access Service Center including all incoming phone calls, e-mails, Campus Groups, and counter requests. Respond, initiate and follow-up on all routine communication to acknowledge receipt of customers' requests. Determine routing and priority status (emergency, routine, etc.) for all requests. Example, contact the university point of contacts regarding access as well as manage access and key requests for university students and employees and contractors and vendors. Serve as a point of contact for general inquiries regarding shuttles and parking for university employees, students, and visitors. (30%)
2. Issue parking permits to university entities and enter accurate data into parking system at time of issuance. Verify identity and authorization of paperwork of prospective permit holder priors to issuance in accordance with university parking policy. Collect and input data for parking waiting lists. (20%)
3. Capture images for the university identification card (ID) and enter accurate data into the ID system at the time of issuance. Verify paperwork of prospective cardholders prior to issuance of IDs. Issue ID cards in accordance with university ID policy. (10%)
4. Verify identity and authorize paperwork of prospective key holders prior to issuance. Enter accurate data into the key shop database. Issue university keys in accordance with the university key control policy. (10%)
5. Manage access control system, and direct inquiries to the appropriate point of contact at the university. Gather and compile information for management use regarding access and work with department managers in identifying needs as they relate to attaining reports and information needed by management. Maintain ongoing contacts to solve access problems and resolve issues. Contact managers on a regular, proactive basis to ensure satisfaction of access-related needs (10%)
6. Responsible for recording and reconciling fees received for services provided on a daily basis. (10%)

NONESSENTIAL FUNCTIONS 

1. Responsible for inventory of all supplies, forms, ID supplies, parking permits and provide monthly inventory report. (2%)
2. Devise and maintain accurate files of all related paperwork for CaseCard issues, ID¿s, parking and key issuance. (2%)
3. Advise technician of potential service issues related to food service and access card readers. Provide detailed information on service-related problems. (2%)
4. Prepare routine reports on ID issuance, parking issuance, etc. as needed. (2%)
5. Perform other duties as assigned. (2%)

CONTACTS

Department: Continuous contact with the Director of Access Services to keep apprised of all urgent requests and situations or to request assistance in resolving issues and concerns. 

University: Daily contact with department managers, faculty, staff, and students for parking permits, keys, IDs, access and resolution with the CaseOne card.

External: Daily contact with contractors, vendors and temporary employees

Students: Daily contact with student customers for parking, IDs, keys, CaseCard transactions and access.

SUPERVISORY RESPONSIBILITY

No supervisory responsibility.

QUALIFICATIONS

Experience: 4 to 5 years of extensive customer service experience.

Education: High school education required

REQUIRED SKILLS

1. Ability to use mathematics to solve problems.
2. Excellent communication skills: Understanding written sentences and paragraphs in work related documents. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Communicating effectively in writing as appropriate for the needs of the audience. Talking to others to convey information effectively.
3. Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to manage one's own time.
4. Ability to actively learn - understanding the implications of new information for both current and future problem-solving and decision-making. 
5. Ability to operate 10-key calculators, typewriters, and copy machines to perform calculations and produce documents.
6. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest. 
7. Ability to meet consistent attendance.
8. Ability to interact with colleagues, supervisors and customers face to face.
9. Willingness to learn and utilize Artificial Intelligence (AI).

WORKING CONDITIONS 

General office environment; walk up customer service counter. Overtime required during peak periods.

Apply online at jobs.case.edu search job 14452