Under general supervision of the Quality Assurance and Training Specialist, the Parking Service Representative 2 is responsible for dealing with escalated issues - either at the front counter or over the phone. In addition, they will process ticket payments and process parking permits, ensuring records are complete and up to date, issuing customer statements, cash deposits and reconciliations, preparing information packages for Adjudicators; and providing general clerical support to the Winnipeg Parking Authority. As part of the customer service focus of the Winnipeg Parking Authority, hours of operation for the Customer Service function are 8:30 a.m. to 5:00 p.m., Monday to Friday (subject to change). All Parking Service Representatives are expected to work various weekday shifts on a rotational basis or as assigned.

As the Parking Service Representative 2 you will:

• Assist Parking Service Representatives with complex parking ticket issues.
• Assist at the counter when there is a dispute/confrontation.
• Ensure that ticket payments are processed and entered into T2 system correctly.
• Prepare evidence packages for matters scheduled for Adjudication appointments.
• Schedule and provide accurate documentation for Adjudication appointments.
• Provide administrative support to the Provincial Court Process and Adjudications at Winnipeg Parking Authority.
• Provide customer service on the phone and at the front counter.
• Ensure permit application forms are filled out correctly and customer information entered into appropriate systems including T2 and Excel.
• Assist general public regarding Residential/Meter/other Parking permits.
• Process payment for Residential/Meter/Parking permits and issue receipts.
• Investigate Requests for Paid Parking (Pay by Phone) Payment Refunds.
• Ensure accuracy with Customer Service Float Reconciliation Documents.
• Provide accurate Change Fund Request Documents.
• Investigate Police Applicant vehicle checks.
• Assist with Quality Assurance and Enforcement tasks as required.
• Perform other miscellaneous clerical duties consistent with the classification as assigned.

Your education and qualifications include:

• High school graduation or equivalent training and experience.

• A minimum of six months of prior related work experience.

• Working knowledge of the structure and function of the Parking Authority services and operations.

• Experience working in a customer service function. Parking Authority related experience preferred.

• Conflict resolution skills, and ability to work in a challenging, fast paced, and high stress environment.

• Demonstrated proficiency in the use of Excel, Word (Basic) and Outlook.

• Working knowledge of applicable privacy and access to information legislation.

• Demonstrated ability to exercise initiative, use sound judgment and react resourcefully under varying and stressful conditions when dealing with the public and staff.

• Strong organizational skills, with the ability to work independently and to prioritize work efficiently, ensuring all deadlines are scheduled and met, often while working under stressful conditions and within tight deadline restrictions.

• Ability to establish and continually maintain effective working relationships with all levels of staff within the organization, as well as with outside agencies and the public.

• Ability to communicate effectively, both orally and in writing.

• Ability to coach and mentor new employees and provide effective feedback to staff and supervisor/management.

• Ability to deal with confidential matter discreetly.

• Ability to plan and organize work effectively and resolve problems.

• Ability to maintain accurate and concise records.

• Working knowledge of Parking ticket issuance process, Permit process, Liens process, Screening and Adjudication Process, within six months.

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Record Check satisfactory to the employer will be required from the applicant(s) or successful candidate(s), at their expense.