Customer Service Specialist, Intermediate

Customer Service Specialist, Intermediate

Institution: St. Cloud State University

Classification Title: Customer Svcs Specialist Int

Bargaining Unit / Union: 206: AFSCME - Clerical and Office

City: St. Cloud

FLSA: Non Job Exempt

Full Time / Part Time: Full time

Employment Condition: Classified - Unlimited

Salary Range: $20.76 - $29.22

Job Description

The Customer Service Specialist Intermediate will provide general support and assistance within the public safety center. They will also participate in specific administration activities, including support for parking operations. Providing information, direction, and policy clarification to students, employees, and members of the community in person, electronically, or over the phone. The position will also interact with parking systems to review, interpret, and report data necessary for daily operations, budget planning, and decision-making.

Principal Responsibilities And Results

Function as a subject matter expert for parking operations. Is knowledgeable on parking policy and procedures, and operations. Is able to provide accurate responses to inquiries related to areas such as parking, building access, and patrol operations by telephone, email, and in person, or redirect to the appropriate department personnel.

Monitor and respond to email enquiries

First level of support for front desk student workers

Assist in the de-escalation of complaints and concerns for walk-in, phone, and email interactions

Priority: Essential A Percent of Time: 40%

Data monitoring, review, and reporting. Regularly interacts with parking software (permit and ramp) and equipment, including payment kiosks, and the mobile pay app platform. Investigates service interruptions and communicates with the department, vendor, and users

Review parking permit data submissions, lot assignments, loads and counts, and permit allocations

Collect and report parking data and financial metrics

Verify and prepare parking revenue for deposit

Priority: Essential A Percent of Time: 35%

Provides general/non-technical support to the department.

Participates in meetings and department operation activities

Support physical key distribution and return functions

Sale and distribution of university parking permits

Operate the department's cash register

Priority: Essential A Percent of Time: 15%

Perform other duties as assigned to ensure the smooth functioning of the department and maintain the reputation of the organization as a viable business partner

Priority: Secondary Percent of Time: 10%

Salary Range: $20.76-$27.53/hourly

Minimum Qualifications

Customer Service skills sufficient to communicate knowledgeably and provide prompt, courteous, and accurate information to clientele or refer them to the correct department or office

Database management sufficient to search for and manipulate records and create reports

Keyboarding sufficient to compose emails and professional business-quality correspondence

Basic Math skills sufficient to record and reconcile financial transactions related to fees collected

Knowledge of spreadsheets sufficient to enter, analyze and manipulate data to provide meaningful reporting

Data Entry skills sufficient to accurately and proficiently record sales of parking permits

Preferred Qualification

Desire and ability to learn, understand, and explain multiple policies and procedures pertaining to parking permits, key access

Effectively set priorities, establish procedures to accomplish assigned responsibilities and be a good time manager

1 year of supervisory experience, or leading a team.

Adaptable to new and emerging technologies and apply them to assigned responsibilities

Ability to interpret and analyze simplistic to complex problems related to the office and university policies/procedures

Working knowledge of Federal/State/Institutional guidelines pertaining to the confidentiality

Work Shift (Hours / Days of work) 8:00am-4:30pm Monday-Friday

About

The successful candidate will share St. Cloud State's commitment to our mission, and in particular, the value we place in diversity, equity, and inclusion (DEI) as outlined in SCSU's strategic framework. Notably, we uphold the advancement of diversity, equity, and inclusion and engage in intentional actions to address systemic inequities throughout the university and surrounding environment. DEI values, practices, and strategies are embedded into the fabric of our institution and campus community, and they align with the priorities expressed in the Minnesota State system's Equity 2030 initiative. SCSU expects all of its employees to help advance these practices and to contribute to the development of an anti-racist, inclusive community.

Employment for this position is covered by the collective bargaining agreement for the American Federation of State, County and Municipal Employees (AFSCME) which can be found at: https://afscmemn.org

St. Cloud State University is committed to excellence and actively supports cultural diversity. To promote this endeavor, we invite individuals who contribute to such diversity to apply, including minorities, women, LGBTQIA+, persons with disabilities and veterans. St. Cloud State University does not discriminate on the basis of race, sex, color, creed, religion, age, national origin, disability, marital status, status with regards to public assistance, sexual orientation, gender identity, gender expression, or status as a U.S. veteran. The Interim Title IX coordinator at St. Cloud State University is Judith Siminoe. For additional information, contact the Office of Institutional Equity & Access, (320) 308-5123, Admin. Services Bldg. Rm 121

Benefits Information:

At Minnesota State, we have a GREAT BENEFITS PACKAGE! Our generous benefits include 11 paid Holidays, Vacation Time, Sick Time, six weeks of Paid Parental Leave, low cost medical and dental insurance with low deductibles ($250 - $1500), a Pension Plan, 457(b) and 403(b) retirement plans and other retirement investment options, pre-tax medical and dental expense (with roll-over option) and dependent care accounts, employer paid life insurance, short and long term disability, as well as professional development and a tuition waiver program for employees and their dependents, etc. We promote the health and well-being of our employees and take work/life balance seriously.

Desired Start Date: 01-28-2026

Position End Date:

Open Date: 12-05-2025

Close Date: 01-06-2026

Posting Contact Name: Courtney Marie Graber

Posting Contact Email: courtney.graber@stcloudstate.edu