PARKING & TRANSPORTATION-CUSTOMER SERVICES MANAGER
Reference: T238085
To provide leadership and strategic oversight that supports effective and
consistent delivery of Transportation Services. To promote a customer-focused
environment that meets the needs of students, faculty, staff, patients, and
visitors. To identify opportunities that enhance service quality, operational
effectiveness, and the overall customer experience. To foster collaboration
and positive relationships across the university community. To support
departmental goals through sound judgment, accountability, and continuous
improvement.
The Customer Services Manager serves as a key member of the UAB Transportation
leadership team, responsible for delivering a seamless and positive experience
for all customers. This position oversees daily front office operations and
provides direct leadership to the customer service team, ensuring exceptional
support for students, faculty, staff, patients, and visitors. The role manages
customer relations and service quality standards; supervises communication
channels including phone, email, and in person interactions; and oversees
financial functions such as payment processing and transaction reconciliation.
Additionally, the position is responsible for maintaining the parking permit
database, supporting customer communication systems, and ensuring accuracy
across all service platforms. Success in this role requires strong
organizational abilities, sound judgment, and a collaborative approach to
improving operational efficiency, service delivery, and overall customer
satisfaction.
Duties and Responsibilities :
Team Leadership and Operations : Manages and supervises front office
team, overseeing daily customer service operations to ensure timely,
accurate, and courteous resolution of customer inquiries, concerns, and
service requests. Provides ongoing training, coaching, and performance
monitoring to ensure staff deliver high quality service and consistently
adhere to departmental policies, service standards, and operational
procedures. Ensures adequate staffing coverage during operating hours by
managing schedules, coordinating shift coverage, and serving as
operational backup to fill staffing gaps as needed to maintain
uninterrupted customer service.
Customer Services and Communications : Delivers high quality customer
service by addressing complex inquiries and providing accurate information
regarding parking policies and procedures, permit availability, citations,
and customer account matters. Manages and oversees all customer
communication channels, including phone, email, and in person
interactions, ensuring timely, clear, and professional responses. Prepares
clear, accurate communications and instructions for customers to promote
understanding, consistency, and positive service experiences. Supports the
maintenance and update of departmental website content and collaborates on
the development and execution of targeted communication plans to improve
customer outreach and engagement. Serves as a liaison for UAB
Transportation, fostering positive and productive relationships with
internal departments, campus partners, and external stakeholders to
support coordinated service delivery. Coordinates Transportation's
presence at official UAB events, representing the department to increase
customer awareness, provide education on services, and gather feedback to
inform service improvements.
Financial Responsibility : Oversees accurate daily handling,
recording, and reconciliation of payments, refunds, and all financial
transactions processed through the front office, ensuring compliance with
departmental and university requirements. Implements and monitors revenue
control procedures for permit management, fee collection, and cash-
handling activities to ensure accountability and safeguard departmental
assets against error, theft, or loss. Collaborates with Finance and
Accounting teams to support the timely and accurate completion of
financial processes, reporting requirements, and audit needs.
Systems and Data Management : Utilizes parking management software,
including T2, and university systems such as Oracle to support quality
control reviews, data analysis, and continuous improvement initiatives
that enhance service delivery. Oversees customer communication platforms,
ensuring accurate data entry, consistent documentation, and timely
responses to all customer inquiries. Supports the adoption and
implementation of new customer service technologies, tools, and system
updates. Compiles, evaluates, and interprets operational data, generating
statistical and performance reports to identify trends, improve service
outcomes, and support informed departmental decision making.
Policy and Compliance : Supports the development, implementation, and
ongoing refinement of departmental policies and procedures to ensure
compliance with UAB guidelines, regulations, and best practices. Ensures
consistent adherence by the front office team to all UAB Transportation
policies, procedures, and operational standards through monitoring,
guidance, and corrective action when necessary. Identifies, recommends,
and assists in implementing process improvements aimed at enhancing
operational efficiency, service quality, and overall customer
satisfaction. Represents UAB Transportation on the UAB Parking Appeals
Panel, providing subject matter expertise and supporting fair and
consistent adjudication of parking citations. Performs other related
duties as assigned.
Perform other duties as assigned
Salary Range: $52,555 - $85,400
Bachelor's degree in Business Administration, Accounting, Communications, or a
related field and three (3) years of related experience required. Work
experience may substitute for the education requirement.
Preferred:
3-5 years of experience in customer service settings, with at least 2
years of managerial or supervisory experience, preferably in a higher
education or parking management setting.
Strong communications skills, with the ability to convey information
clearly, professionally, and effectively to diverse audiences.
Demonstrated proficiency with database management systems and customer
communication platforms, including the ability to learn, utilize, and
troubleshoot related technologies.
UAB is an Equal Employment/Equal Educational Opportunity Institution dedicated
to providing equal opportunities and equal access to all individuals
regardless of race, color, religion, ethnic or national origin, sex
(including pregnancy), genetic information, age, disability, and veteran's
status. As required by Title IX, UAB prohibits sex discrimination in any
education program or activity that it operates. Individuals may report
concerns or questions to UAB's Assistant Vice President and Senior Title IX
Coordinator. The Title IX notice of nondiscrimination is located at
uab.edu/titleix.
