Sales Associate

Job Title

Under the general supervision of the Transportation and Parking Services (TAPS) Sales Office Supervisor, the candidate provides customer service and fiscal and records management in the TAPS Sales Office.

Major duties include advising and selling parking permits and processing program enrollments, and providing parking and transportation information to campus visitors and a campus population of approximately 24,000 affiliates. The parking permit program consists of approximately 198 different permit variations for over 60 parking lots located around campus. Eligibility must be verified for each transaction through accessing campus records and consulting with specific departments. Explains complex policies and procedures, and provides information on parking accessibility, transportation alternative programs, or campus events to affiliates and visitors on through both written and verbal means. Service is also provided to campus departments including permit sales and permit reservations. Candidate also provides customer service and processing for parking citations.

Budgeted Salary: $29.38/hour. Benefits Level Eligibility: Full benefits Schedule Information: Full-time, Fixed Percentage of Time: 100%, 40 Hours per Week Days of the Week: Mon-Fri Shift Includes: Day Employee Classification: Career appointment Job End Date: None Work Location: UC Santa Cruz Main Campus Union Representation: CX Union Job Code Classification: 004722 (BLANK AST 3) Travel: Never or Rarely

Job Duties

• 70% - Customer Service Issue over 198 unique permit types, each with their own restrictions for approximately 24,000 visitors, vendors, employees and students and departments. Verify eligibility for parking permits, bus passes, bike share memberships, and other program materials through interpreting personnel records, student account information, college housing lists, department records, appeals process, disability recommendations, and Student Health Center, CARE and Title IX recommendations. Assess confidential medical needs and determine accessibility access for customers not serviced by campus units. Determine rate of permit by calculating a pro-rated fee, a daily, weekly, monthly or annual fee, and bi-weekly and monthly distributions before issuing a parking permit. Collect or process fees for permits or products including cash, credit card, payroll deduction, student account billing, and department recharges. Track and verify all payroll and student billings are received. Provide accurate detailed instructions taking into consideration over 63 individual parking lots and their unique parking requirements, including current status of construction impacts, accessible parking spaces, reserved spaces, Mobile Pay availability, and unique time requirements. Provide over 150 University Departments service with multiple account requests, while monitoring resulting impacts on specific parking lots as well as the impact to Sales Office operations. Provide specialized availability and reservation services to Physical Plant and Construction department with unique permit requirements and payment process. Respond in detail and provide through explanation of complex policy and procedures to phone calls and written inquiries from the public, students, faculty, staff and University departments regarding parking issues including recharges, student move in/out procedures, commencement activities, admission tours, visitor questions, specialized parking needs for vendors, 3 accessible parking needs and concerns, disability related recommendations, and general impacts on parking availability. Assist and advise individuals in designing transportation alternative programs. Process carpool requests for up to four affiliates, check for each participant's eligibility including vehicle registration, housing requirements, household affiliation and employment status. Process Vanpool Program cash, check or charge payments, determine eligibility and issue program parking permits and bus passes. Communicate directly with the vanpool coordinator regarding participant's need for complementary permits or purchasing of permits. Determine eligibility for distribution of over 400 C lot permits, consult student information records, college housing records, and track date of received application. Establish priority of distribution per available lots and assign to students. Communicate with each student for missing records, lot choice, waitlist options, and final permit allocation. Update records, track actual sales of permits and the on-line application with sold out lots. Provide Parking Enforcement information during citation investigations. Maintain and provide to Parking Enforcement current list of all Active, Expired or canceled permits. Communicate with Parking Enforcement regarding reported issues with parking lots and Mobil pay operational concerns, or temporary modifications to lot restrictions or temporary permits issued.
• 15% - Cash Collection/Fiscal Management & Records Review Sales Office cash, check, credit cards, payroll, and student billing and compare with register transactions. Follow all University rules and regulations regarding cash management, credit card transactions and operations. Provide and create audit trails for transactions as they apply to permit sales, permit and/or program changes, modifications, or cancellations. Assist in the audit of monthly, quarterly and annual reports regarding employee and student accounts transaction balances and provide accurate documentation for account reconciliation. Verify billing accounts are current when selling parking permits to minimize loss. Assist in the audit of retiree accounts to verify employment status and eligibility of retiree permit. Perform records disposition as identified in UC Records Retention policies. Work with the Sales Manager to recommend and implement procedures in the following areas: parking citation complaints, requests for special parking consideration, parking violation document processing and the collection of fines. Liaise with parking violations processing agency, Hearing Examiner, and courts regarding administrative reviews, adjudication process and citation problems. Use judgment to evaluate, determine legitimacy of requests, and escalate special exceptions to parking regulations to the Sales Manager or other unit leadership.
• 15% - Computer Application and Maintenance Create and maintain permit records and reports using Excel, Filemaker Pro, and Word. Maintain records and reports for sales office operations including Kiosk reservation system, authorized requesters, construction permit venders and orders, On-line Credit Card orders, daily and quarterly permit sales, inventory, permit renewal records, and bicycle license records. Enter Payroll deductions into Payroll Personnel System (PPM) for individuals annual permits and programs and review return permits to verify all fees, possible loss of revenue, and pending resolutions. Input Parking receivables using Academic Information Systems (AIS). Assist IT in troubleshooting computer problems, determining appropriate software and data collection needs, and bi-weekly on-line credit card rate updates. Assist in maintaining current and accurate information as reflected on the TAPS website, including new permit rates, procedures and policies.

Required Qualifications

• High school diploma or equivalent experience.
• Experience in cash handling and record keeping skills and the ability to perform with a high degree of accuracy, in compliance with all campus policies and procedures.
• Experience with cash handling to review permit sales cash and credit card sales discrepancies and resolve other problems.
• Proficiency with multiple computer software to produce word processing, spreadsheet and data display, database capture, design and illustration.
• Excellent organizational and time management skills with the ability to prioritize a changing workload and complete a number of competing assignments under the pressure of multiple deadlines with frequent interruptions.
• Excellent interpersonal skills with ability to establish and maintain cooperative working relationships and interact in a professional, friendly, courteous manner with the campus community, other department staff, members of the public, and persons of various backgrounds and personalities.
• Excellent verbal communication skills necessary to communicate with persons of various backgrounds, personalities, and affiliations.
• Excellent verbal, written and graphic design communication skills necessary to produce professional correspondence, wayfinding materials, data reports and to communicate with persons of various backgrounds, personalities, and affiliations.
• Effectual in decision-making, problem-solving, generating and exchanging ideas, resolving disputes, and negotiating solutions.
• Demonstrated ability to work with minimal supervision and follow through on assignments with minimal direction.
• Ability to anticipate outcomes in an environment of multiple and changing influences.
• Ability to present a positive service- oriented image while demonstrating diplomacy and tact.

Special Conditions of Employment

• Selected candidate will be required to pass a pre-employment criminal history background check.
• Selected candidate must pass the employment misconduct disclosure process.
• Ability to work long periods of time at a computer with or without accommodation.
• The selected candidate will be required to work all scheduled hours on-site.
• Ability to work overtime including evenings, nights, weekends and holidays to meet operational needs, and work an alternate work schedule shift as required.
• Selected candidate will be required to complete training within established time frames as directed including UC compliance training.
• Ability to maintain appearance and conduct suitable for working in a professional setting.
• The University of California has implemented a Vaccination Policy covering all employees. Employees, including new hires, are required to comply with any applicable policies relating to the University of California vaccine program.
• Per the Child Abuse and Neglect Reporting Act (CANRA), this position has been identified as a Mandated Reporter. The selected candidate will be required to report known or suspected child abuse or neglect as defined by CANRA and will be required to sign a Statement Acknowledging Requirement to Report Child Abuse prior to commencing employment.
• MISCONDUCT DISCLOSURE REQUIREMENT As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice