Job Description
Job Description
Customer Service Representative
Job Description
Reports To: Assistant Customer Service Manager
Department: Customer Service
Pay Band: 4 – Non-Exempt
Effective Date: June 2025
Overall Responsibilities:
The Customer Service Representative (CSR) is an integral component of the operations division of the Miami Parking Authority. Customer Service Representative office personnel manage various administrative and fiduciary functions for the Miami Parking Authority. Individuals in this position handle incoming calls, mail sorting, and distribution, account receivables, etc. The Customer Service office personnel work in the MPA customer service office and reception area as needed to assist customers of the Miami Parking Authority.
Duties and Responsibilities:
- Processes monthly refunds for MPA customers
- Receives and reconcile A/R payments (wire payment and checks)
- Process validation orders, reconcile payments, and coordinate delivery to clients.
- Invoice, adjust and process reversals for open customer orders using Microsoft Dynamics ERP financial system.
- Process customer notifications for overcharges and stop payments on checks.
- Coordinate Brinks's daily pick-up and drop-off service
- Review citations issued by PEOs at the Marlins and Downtown
- Conduct MOT violation for PEOs Countywide
- Review, approve, and distribute Marlins permits.
- Issue refunds for the vacation parking program, SWEB validations, daily refunds, and PaybyPhone.
- Issue and reconcile residential and monthly decals.
- Respond to overflow Emergency Hotline calls from Command Center
- Reactivate and deactivate customer accounts.
- Create accounts for Monthly customers (Loft 1 and Loft 2)
- Maintain and reconcile the authorized residential parker list.
- Manage approved motorcycle parking list, ensuring compliance with MPA policies.
- Create and manage A/R accounts, MPA Corporate accounts, and special rate accounts in the ERP system.
- Review and approve hurricane parking and residential discount request.
- Answer customer inquiries via emails, phone calls, and intercom calls
- Manage employee keys cards activation, and replacement.
- Manage mail for MPA, including postage balance, mail pickup, drop-off, and UPS/Fed EX account.
- Manage and troubleshoot Pangea account (Microsoft Dynamics, Facility Manager, Sana), including website testing.
- Order and prepare hangtags, decals, and other physical items for authorized parkers.
- Create, inventory, and manage residential and monthly parking zones.
Required Knowledge, Skills and Abilities:
- HS Diploma
- Administrative office experience
- Call center experience preferred but not required.
- Intermediate MS Word and Excel experience
- Ability to multitask.
- Ability to communicate effectively in English and Spanish (verbally)
- Must be flexible (Mornings, evenings, weekends)
Job Knowledge:
- Experience - One year of Customer Service experience (Minimum)
- Education - High school education (associate degree: preferred)
- Must speak English fluently and have basic mathematic abilities.
Judgment and Decision Making
- Restricted to the scope of the job duties.
- Judgment is used when responding to customer needs.
- Decision making and analysis of facts, surrounding individual problems and/or situation.
- Referral to supervisor on questionable cases.
Responsibility:
- In attention or careless operation of equipment may cause lost time injury to self or others in immediate area.
- Errors may involve losses such as cash shortfalls, improper costs, overpayments, and failure to take discounts, waste of materials, damage or loss of equipment.
- Work is not continually subject to verification or check, although errors usually remain within the Agency.
- Regular contacts with employees in other departments, general public and customers requiring tact, to avoid friction and obtain cooperation.
- Must call 2 hours prior to schedule when employee will be out. If an emergency arises that a replacement can’t be found for the next schedule the employee working at that moment must be able to stay at the most 2 hours after their scheduled time until a replacement is found.
Manual Skill and Dexterity:
This position does not require skills and abilities beyond those normally possessed by the average individual. Manual ability requirements can be performed without practice.
Physical Effort:
Light to moderate physical effort.
Duties require frequent mental and visual attention where workflow is intermittent, and cycle or process involves waiting.
Working Conditions:
Very good working conditions; absence of unpleasant elements, usual office conditions.