Customer Service Representative

About the job

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.

Job Category:

University Staff

Employment Type:

Regular

Job Profile:

Customer Service Representative

Job Summary:

The Customer Service Representative plays a key role within the Department of Transportation Services. Transportation Services is responsible for the coordination and administration of all transportation-related services for the UW campus community. The primary functions of Transportation Services include the sale/management of parking permits, special event coordination, maintenance and enforcement, construction coordination, lot and booth operations, citation payments and appeals, information technology, financial, transportation planning, and development of multimodal options.

Transportation Services is seeking an enthusiastic Customer Service Representative who enjoys helping people, solving problems, and creating positive experiences. In this role, you’ll be the friendly face of our department—guiding students, employees, and visitors through their parking and transportation needs.

This position is customer-facing and highly interactive, working with individuals in person, over the phone, and electronically. You’ll rotate among three office locations, keeping each day fresh and dynamic. We're looking for a motivated contributor who enjoys teamwork, communicates clearly, and is comfortable using computer systems to support efficient service.

What you’ll do:

• Provide friendly, knowledgeable customer service across multiple channels

• Educate customers about parking options, commuter programs, and alternative transportation solutions

• Interpret and explain Transportation Services policies, procedures, and eligibility requirements

• Issue annual permits and allocate temporary parking spaces based on customer needs and departmental guidelines

• Help customers navigate complex or unfamiliar transportation decisions with patience and clarity

• Maintain accurate records and use departmental software to process transactions and manage accounts

Highlights of this role:

• A fun, friendly, and supportive team that values collaboration

• Meaningful work that directly supports students, faculty, staff, and visitors

• Opportunity to grow your skills in customer service, problem-solving, and campus operations

Ongoing/Renewable

Full-Time: 100% FTE

Hours generally scheduled Monday - Friday between the hours of 7:00 am - 4:45 pm. Work is performed onsite.

Key Job Responsibilities:

• Provide administrative support to all Transportation Services departments as needed to support Unit goals

• Organizes, distributes, and maintains relevant work unit procedures, polices, and updates to ensure accuracy and relevancy of delivered information

• Troubleshoots and resolves issues in a timely and professional manner

• Monitors and maintains work areas and supplies to meet customer and operational needs

• Processes customer transactions and may take payments following established policies and procedures

• Guides and trains staff and student workers

• Provides exceptional service, answers questions, or provides information in a specific subject area to (internal, external) (customers, donors, stakeholders) based on set material or standards

Department:

Division of Facilities Planning & Management (FP&M), Transportation Services, Customer Service

UW Transportation Services is a department within Facilities Planning and Management (FP&M) on the UW-Madison campus. We serve a variety of customers with a diverse set of parking and transportation needs. Transportation Services is responsible for the coordination and administration of all transportation-related services for the UW campus community. Primary functions include the sale/management of parking permits, special event coordination, maintenance and enforcement, construction coordination, lot and booth operations, citation payments and appeals, information technology, financial, transportation planning, and development of multimodal options.

Compensation:

$25.75 hourly minimum

The minimum rate for this position is $25.75, but is negotiable based on experience and qualifications.

This position offers a comprehensive benefits package, including generous paid time off, competitively priced health/dental/vision/life insurance, tax-advantaged savings accounts, and participation in the nationally recognized Wisconsin Retirement System (WRS) pension fund.

For a summary of benefits, please see below for more information: University Staff Benefits Summary

Required Qualifications:

• Driver’s license that is Required - Valid and Meets UW Risk Management Standards
• 2 years’ experience of payment and transaction processing and reconciliation, including cash handling
• 2 years of providing excellent customer service and effectively interacting with a wide variety audiences including staff, faculty, students, the community, and others

Preferred Qualifications:

• Experience using Microsoft Suite (Outlook, Excel, Word, Teams) and point-of sale experience
• Experience navigating complex or challenging customer interactions

Education:

• High School Diploma or Equivalent - Preferred

How to Apply:

To begin the application process, click the "Apply" button.

Please note, there is only one attachment field. You must upload all of your documents in the attachment field, either as one combined document, or separate documents.

We are eager to learn more about how your experience may align with this position.

The following is required for your application to be considered complete:

• A cover letter detailing your experience with a difficult customer service situation. How did you assess the issue, what actions did you take to resolve it, and what was the final result?

• A resume detailing your educational and professional background.

The search committee will review all application materials after the posted deadline.

This position has been identified as a position of trust with access to vulnerable populations. The selected candidate will be required to pass an initial caregiver check to be eligible for employment under the Wisconsin Caregiver Law and every four years.

We will notify selected applicants to participate further in the selection process directly. References will be requested of final candidates. All applicants will be notified after the search is complete and a candidate has been selected.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of appointments.

Contact Information:

Passion Malotky, passion.malotky@wisc.edu, 608-890-1852

Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

The University of Wisconsin-Madison is an Equal Opportunity Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence by acknowledging skills and expertise from all backgrounds and encourage all qualified individuals to apply. For more information regarding applicant and employee rights and to view federal and state required postings, visit the Human Resources Workplace Poster website.

To request a disability or pregnancy-related accommodation for any step in the hiring process (e.g., application, interview, pre-employment testing, etc.), please contact the Divisional Disability Representative (DDR) in the division you are applying to. Please make your request as soon as possible to help the university respond most effectively to you.

Employment may require a criminal background check. It may also require your references to answer questions regarding misconduct, including sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.