City of Tampa

This is responsible supervisory work in support of the parking division.

An employee in this class is responsible for supervising the work of subordinate personnel involved in reviewing, processing, and/or investigating requests for parking services and charges, office work or customer service requests, which require considerable contact with the general public, or other related matters. Under general supervision, the employee is required to exercise reasonable initiative and independent judgment in performing personnel related tasks such as administering discipline, participating in the grievance procedure, completing performance evaluations, and recommending employment, promotions, transfers, training, and salary increases. Employee must exercise reasonable initiative and independent judgment as well as tact and courtesy while working in accordance with established guidelines. Work is reviewed while in progress and upon completion through conferences, oral and written reports, and observations of results obtained.

Supervises and directs staff involved in permit issuance, parking tickets and parking access cards, customer service; reviews work products of subordinates and others in order to verify accuracy, completeness, and adherence to procedure; schedules meetings and events; reconciling daily cash register receipts; composes, edits, and prepares correspondence, reports, and forms.

Verifies and validates monthly parking financial transactions, receives, processes, tracks and catalogs parking invoices, requisitions, and purchase orders in accordance with established regulations and procedures for the parking division. Verifies audits and reconciliations, balances receipts to ensure accountability of transactions. Verifies and compiles (third party) utility bills for processing and billing.

Provides customer service for both walk-in and phone customers; processes written complaints; performs data entry for manual citations and/or residential parking program participants; performs research on manual citations and/or residential parking program participants; processes administrative holds, underpaid and overpaid citation payments, and refunds; verifies unknown tags, VIN numbers, vehicle tags, and citation codes.

Utilizes computer to prepare correspondence, memoranda, reports, and other technical materials as directed and from rough draft where required; edits materials to be typed to ensure proper grammar and punctuation, improve clarity, and correct inaccuracies; proofreads own work; composes correspondence independently or from general outlines; develops forms and highly technical documents utilizing specialized computer software.

Prepares cash receipts and deposits monies; prepares and processes journal entries and wire requests to banking. Prepares records for archiving. Prepares documentation, verifies, and processes refunds for all customer refund transactions.

Operates, cleans, and performs minor adjustments and limited maintenance on a variety of office machines and related equipment; coordinates maintenance, repair, and servicing of equipment and/or facilities.

Performs any related work as required.

Considerable knowledge of: business English, mathematics, and accepted practices of grammar and composition; standard office practices, equipment usage, and procedures; operation of computer equipment and related software.

Working knowledge of: rules, regulations, procedures, and functions related to parking services; municipal, state, and federal codes, ordinances, resolutions, and regulations; standard office practices, procedures, and equipment.

Ability to: handle customer service issues with sensitivity; serve multiple internal customers as well as all external customers.

Ability and skill in: call center software tools; phone system hardware and software applications; use of computer software, including Access and Excel.

Mostly sedentary, indoors, requires extended use of computer, typing and viewing a monitor.

Graduation from an accredited high school and three (3) year of progressively responsible experience in customer service experience, or general business administration, including one (1) year in supervisory experience, or an equivalent combination of training and experience.

Possession of a valid driver’s license preferred.