University Mobility and Scheduling Assistant

The University Mobility and Scheduled Assistant plays a key role in the management and administration of parking reservation and parking violation disputes. This position requires a detail-oriented and fair-minded professional who can ensure a smooth and efficient parking experience, thoroughly review citation appeals, evaluate evidence, and make informed decisions based on USD parking rules and regulations. This position will work alongside and in collaboration with another Assistant to perform duties related to parking reservations administration and parking violation review and adjudication. The Assistant is responsible for organizing and executing parking reservations for all other events and projects as assigned by the Parking Services Operations Supervisor and/or the Assistant Director. The Assistant also works collaboratively with Parking Enforcement Officers to ensure a consistent approach to parking management.

Duties and Responsibilities:

Reservation Management:

• Efficiently manage and process parking reservation requests received through an online form, email, phone, or in-person within 24 hours of receipt.
• Ensure all reservations are accurately recorded and confirmed in the Event Management System (EMS).
• Create event links in NuPark or validation codes in Parkeon SmartCenter and provide confirmation with instructions to the requestors in a timely manner.
• Compile the reservation charges for each department to facilitate the processing of interdepartmental billing.
• Work closely with various department managers regarding special events including, but not limited to, athletic events, weddings, funerals, conferences, and student organizations.
• Coordinate parking for university invited guests, visitors, conference and event attendees, vendors, and contractors according to established policies and procedures.
• Research and resolve event links and parking validation code issues.
• Work with enforcement officers to ensure that parking reservation signs are placed out, picked up, and verified daily.
• Monitor parking occupancy levels and adjust reservations accordingly to maximize space utilization. Process each event request with awareness of the impact it may have on the campus.
• Run monthly reservation reports in EMS and provide them to the Parking Services Operations Supervisor and/or Assistant Director for review.
• Create parking reservation invoices as requested by the customer.
• Arrange for necessary security personnel from staffing company for special events as required. This includes placing the initial order with the security staffing company, confirming the cost with the event coordinator, and ensuring that the security staffing company as well as relevant university staff (kiosk greeters, office staff, and Public Safety) are aware that security personnel has been requested.
• Issue special permits (Fresh Air, ROTC, ADA) as needed and create unique daily Carpool permit links for each academic year.

Parking Appeals Process:

• Review, evaluate, and process extensive parking citation appeals, considering evidence and applicable parking rules and regulations.
• Make impartial decisions on appeals, ensuring fair and consistent application of the parking rules.
• Communicate appeal decisions to appellants in a clear, professional, and timely manner.
• Organize and assemble documentation for parking re-appeal decisions that are eligible for refunds and submit them to the Parking Services Operations Supervisor for processing.
• Maintain accurate and up-to-date records of all appeal and re-appeal cases, including documentation of evidence, correspondence, and decisions.
• Utilize the NuPark and T2 parking management systems to track appeals, monitor trends, generate reports, and notate all appeal decisions.
• Ensure confidentiality and security of appellant information and appeal records.
• Identify patterns through appeals and customer complaints that may indicate inadequate or inaccurate parking lot signage or misinterpretation of parking rules and regulations. Notify management and provide recommendations for correcting and/or improving the situation.
• Make recommendations to the Parking Services Operations Supervisor regarding the outcomes of the re-appeals for further enhanced parking enforcement operations.
• Work closely with parking enforcement officers and other departments to ensure a consistent approach to parking management.
• Assist in the development and updating of the parking policies and procedures.
• Prepare and present monthly reports from NuPark on appeal trends, outcomes, and customer feedback.
• Provide input and feedback on ways to improve the efficiency and effectiveness of the parking appeals process.
• Participate in ongoing training to stay current with best practices in parking management and customer service.

Communication and Customer Service:

• Provide exemplary customer service, promptly responding to inquiries and resolving any issues related to parking reservations and citations.
• Respond to a high volume of customer contact over the phone, by email, and in person.
• Provide clear, concise, and accurate information regarding reservation procedures, space availability, appeal and re-appeal procedures, violation specifics, and the parking rules and regulations.
• Act as a liaison between the Parking Appeals Committee and the appellants.
• Participate in meetings and informational sessions related to parking services.
• Collaborate with community groups or other departments to address parking concerns and improve public relations.
• Provide input and feedback on ways to improve the efficiency and effectiveness of the parking reservations process.

Office Support:

• Provide general office support, including but not limited to, answering phones, issuing e-permits, and handling questions from employees, students, invited guests, and visitors.
• Efficiently handle a substantial and continuous stream of incoming emails in Salesforce, ensuring timely and organized responses while maintaining high standards of accuracy and attention to detail.
• Create and edit files in Google Workspace (Docs, Sheets, Slides) and Microsoft Office (Word, Excel, PowerPoint).
• Support daily operations by researching customer accounts, citation history, license plates, and meter payments in NuPark, Flowbird, ParkMobile, and Parkeon systems.
• Work alongside and in collaboration with fellow Assistant to perform duties related to parking reservations administration and parking violation review and adjudication.
• Other duties as assigned.

Special Conditions of Employment:

Effective June 1, 2023, based on CDC guidance, the University strongly encourages all campus members to stay up to date with Influenza and COVID-19 vaccination recommendations.  For more regarding information USD's COVID-19 protocols, please visit sandiego.edu/onward.

Background check:  Successful completion of a pre-employment background check.

Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.