Operations Center Coordinator

PTS Operations Center Coordinator
(1897 - Program/Project Specialist)
Parking and Transportation Services
Position Description
University of Minnesota

Background
Parking and Transportation Services is a self-supporting unit of the University of Minnesota within Auxiliary Services. The department is responsible for the administration, operation and maintenance of reliable and efficient transportation services on the Twin Cities campus including transit, parking, fleet, streets, walkways and way-finding. PTS supports alternatives to the single-occupant vehicle and promotes programs to encourage the University community to walk, bike, carpool, or take the bus. The department handles compliance documentation for all University vehicles or licensed equipment and administers the fuel credit card, vehicle insurance and safety, and employee driver training programs.

PTS Mission
Facilitating safe and effective integrated transportation systems that provide services for pedestrians, bicycles, transit and vehicles.

Responsibilities

* 70% Customer/Parking Operations Support
Contract Administration
Manage faculty, staff, student, departmental, and vendor parking contracts.
* Create, transfer, and cancel parking contracts.
* Check eligibility, verify facility availability, collect customer personal information as needed, and manage parking credentials.
* Oversee and process for contracts and credentials.
* Analyze parking usage.
* Verify contracts, check parking history, and troubleshoot contract issues.
* Manage contract wait lists.
* Manage transit pass program. Perform credential maintenance in the PTS parking revenue control system.
Perform financial analysis, respond to customer billing questions. Partner with the accounting/finance staff to resolve customer service issues.
* Process credit card payments following PCI DSS compliance requirements.
* Ensure contract copies, transaction receipts, cash/check payments are available for finance review.
* Ensure proper cash handling procedures are followed.
* Reconcile cash drawer at end of day.
* Assist finance staff with collecting fees, initiating or halting payroll deduction requests, and processing cancellations and refunds.
Respond to enforcement inquiries and complaints.
Escalate to the Department of Public Safety when necessary.
Assist, troubleshoot, and communicate with customers
Use Google suites to document and manage operational issues.
Receive, process, and create electronic parking validation and voucher requests.
Troubleshoot issues with parking validations.
Analyze data in support to to support and maintain the best control possible at parking facilities.
Use PARCS to adjust space count and access system.
Monitor video system for issues and maintenance concerns in University parking facilities.
Provide direction and training/orientation to student supervisors.
Coordinate efforts to operate and maintain facilities.
* Act as primary contact from operations to maintenance office to follow-up on status of repairs and malfunctions of equipment as reported by operations staff in the field.
* Report maintenance issues utilizing the computerized maintenance system and monitor the resolution progress.
* Report and log automated pay machine malfunctions.
Parking Maintenance
Receive and process customer/staff requests for facility maintenance/repair.
Determine workflow for issue resolution, including entering work orders into Tririga and assigning tasks to Facilities Management and/or PTS maintenance.
* 15% Transit Operations Support
Schedule and cancel Paratransit rides.
Receive, process, distribute, and cancel electronic transit pass orders.
Implement ordering processes and resolving issues.
Assist with financial analysis to answer customer billing questions. Resolve customer service issues.
Answer customer questions and provide guidance regarding the campus transit services.
Utilize Metro Transit website to assist customers with Metro Transit products and services and/or redirect as needed.
* 10% Program Support
Partner with PTS leadership in implementing quality control procedures and performance measures to ensure a high level of customer service and appropriate implementation of PTS programs and services.
Participate in efforts to enhance PTS wide programs, initiatives, and projects. ,,
Responsible for ensuring compliance with established standards. Respond to questions related to PTS policy.
Maintain discretion and confidentiality.
Actively promotes and ensures a culture of quality customer service and respectful workplace interactions. Ensure complaints are resolved in a timely manner and individualized service is provided within current department and University policies.
Coordinate information flow to PTS staff and customers to ensure they are aware of project/program impacts. Examples include facility maintenance schedules, structural repair, construction impacts, etc.
Identify, monitor and track issues and concerns.
Train and supervise students.
Provide feedback on various programs to PTS leadership.
Attend training, conference sessions, and/or seminars to stay current with emerging practices and continuous improvement.
Comply with all University and departmental financial and operational conduct policies and enforce proper financial procedures.
Other duties as assigned.
* 5% Transportation Programs Support
Support the Climate Action Plan by promoting alternative transportation.
Assist with the coordination of bike locker/sheltered bike parking.
Assist with electric vehicle charging program.
Assist with programming related to pedestrians, safety programs, wayfinding/maps, etc.
Distribute bike RFID tags.
Distribute bike commuter incentives.

Work Environment

Work is performed in both an office and field environment. Position requires the strength and agility to lift 30 pounds frequently and 50 pounds occasionally.

Classification #: 1897 - Program/Project Specialist
Salary Range: C4 /30
Status: Nonexempt
Last Revision: 03/2025

Minimum Qualifications
High School Diploma/GED and five years related experience to include project management. Coursework in a related field may substitute for some years of experience.

Preferred Qualifications
Experience in a fast-paced, service-oriented, teamwork-driven environment.
Ability to balance multiple work demands and to thrive in a changing environment.
Possess conflict management and problem solving skills.
Knowledge of database and business application systems.
Ability to be self-directed.
Experience in a parking program.
Experience at a university or a campus setting.
Experience in customer service over the phone.

Pay Range: $50,065-$73,652 depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will have the opportunity to complete an online application for the position and attach a resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).