Customer Service Representative, Lead

Customer Service Representative, Lead

The Customer Service Representative, Lead oversees activities and provides a range of technical and non-technical support services to the FDA during all hours of operation of the White Oak (WO) Parking Office.

Responsibilities:

• Provides and or reviews all required reporting to the COR.
• Accept and process electronic applications for WO Parking Permits and Transponders.
• Issue and retrieve of parking permits and transponders on a daily basis to support the standard operating procedures for FDA employees and contractors entering and exiting the Agency.
• Enter data and maintain records for multiple WO Parking Databases and spreadsheets, including, but not limited to Parking Permit and Transponder Database, Returned permit spreadsheet, space count spreadsheets, eDepart database, and Disability Certification Database, etc. All databases utilize Microsoft Office Suite Programs, primarily Access, Word, and Excel.
• Conduct inspections and surveillance of all lots a minimum of two times per day.
• Observe and document parking demand/space available in all parking areas.
• Issue violation notices for parking infractions and report all observations on the Illegally Parked Vehicles Spreadsheet and submit to the COR or an individual designated by the COR following each inspection.
• Report all observations of parking related issues to the COR or an individual designated by the COR by email following each inspection.
• Create and maintain a log of parking lot/structure deficiencies with detailed information.
• Create and maintain a log of damage to Government and personal property.
• Coordinate special event/construction related parking on campus.
• Cross reference listings of WO Parking Permit Holders and Transhare recipients to ensure participants are adhering to official program policies and procedures by not possessing WO Parking Permits and Transhare subsidies simultaneously.
• Maintain an accurate count of parking spaces on campus by lot, and category.
• Maintain maps and graphics to reflect the current parking conditions.
• Provide parking related information, guidance and direction to WO Parking Office customers.
• Manage a fleet vehicle motor pool.
• Other duties as assigned

Qualifications:

• Associates degree and or a minimum of two (2) years of customer service, parking services or similar experience.
• Previous lead or supervisory experience

Knowledge, Skills and Abilities:

• Strong oral/written communication skills
• Proficiency in MS Office
• Demonstrate effective communication and decision making skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee may use repeated motions that include the arms, wrists, hands and/or fingers. The employee is occasionally required to walk, stand, climb, balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.