Parking Operations Coordinator

Job Requisition: JR101896 Parking Operations Coordinator (Open) Job Posting Title: Parking Operations Coordinator Department: CC00420 WM001 | WMUO | Parking Services Job Family: Staff - Administrative & Office Support Worker Sub-Type: Regular (benefited) Job Requisition Primary Location: William & Mary Primary Job Posting Location: Posting Location - William & Mary Job Description Summary: The Office of Auxiliary Services provides a variety of products and services that support and enhance campus life for students, faculty and staff, alumni, and guests of the university. The Office is committed to fostering an environment that promotes the diversity of creativity, excellence, thought, culture and educational opportunities throughout the auxiliary enterprise at the William & Mary. The University’s Parking and Transportation Services is committed to the highest standards of customer relations and principles towards customers, fellow staff, students, and visitors. Staff will serve as role models by practicing exemplary behaviors when working with customers and fellow staff members. The purpose of this department is to provide excellent customer service while providing the necessary passes to facilitate orderly parking, reduce traffic congestion, provide a safe campus environment, and promote fair and consistent enforcement of rules. The Parking Operations Coordinator position provides parking and transportation information to over 10,000 faculty, staff, students, and several thousand visitors to the campus each year. This position operates from a front-line customer service hub in the Parking Services Office. This position supports Parking Enforcement Officers in the field throughout campus, operates radio equipment to maintain constant contact, and coordinates daily operations with W&M Police dispatch, facilities management staff, athletics staff, and representatives of all the major schools at William & Mary. Performing under general supervision, this position functions closely with other Department staff, working as a team, and providing consistent and high-quality application and interpretation of Parking and Transportation policies. Responsibilities include (but are not limited to): • Serves as first point of contact for incoming visitors, staff, and students arriving on campus. • Provides Parking solutions through customer service (in-person, on the telephone, by mail and e-mail) in support of a variety of parking and transportation needs, programs, policies, and processes). • Day-to-day management of the front counter operations; interprets and explains parking and transportation policies and procedures. • Allocates temporary parking spaces, issue annual permits, and facilitates balance/needs of the various customer groups. • File management, updating computer databases with accurate permit, ticket and customer information, issuing permits, and processing transactions accurately. • Assists with billing and collections of outstanding fines. • Facilitates submission of Parking Citation Appeals. Prepares appeals for management and appointed committee review. Distributes adjudication results, enters committee decisions into the Parking Management System. • Issues statements, manages billing and collections, and processes administrative holds for delinquent accounts. • Transcribes meeting recordings and minutes from Advisory Committee sessions into Box for member review and use. • Performs monthly reconciliation of departmental deposit transmittals against Banner, TouchNet and the T2 Flex Parking System. • Creates Ad Hoc queries and reports to help ensure the overall integrity of the parking database. • Assists the Director with collection of citation and decal data for use in the departments Quarterly Accounts Receivables report to Financial Reporting. • Primary POC for update and maintenance of front-line Policies & Procedures Manuals and PCI Compliance Checklists. Job Description: Required Qualifications: High School Graduate or equivalent. Knowledge of parking operations, customer service, or related experience. Previous experience with Parking Management Software or operating a Point of Sale (POS) register, or handling cash transactions within a customer service role, or computing basic mathematical calculations, or comparable experience. Knowledge of basic bookkeeping principles & collections practices. Demonstrates excellent oral and written communication skills demonstrated customer service, with the ability to use good judgment, tact, and diplomacy while handling difficult customer situations. Demonstrated ability to work independently and use initiative. Must be detailed oriented with the ability to manage multiple priorities in a fast-paced environment. A valid Driver’s License is required. Ability to occasionally lift up to 50lbs. Preferred Qualifications: General knowledge of parking or transportation policies. Understand methods, practices, procedures and equipment pertinent to on and off-street parking operations. Strong working knowledge of computer systems and a variety of software applications to include web-based systems and MS Office. Ability to learn software and apply new skills quickly and accurately. Experience using MS Office & Social Media platforms, such as excel spreadsheets and word documents as well as Facebook, and Twitter. Hands-on experience with a handheld radio is desirable for communication with enforcement staff and shuttle drivers. Skills in working with small electronic equipment and software and handheld radios. Conditions of Employment: This position may be exposed to inclement weather since some of the work is done outdoors. This position may be required to come into work on weekends, holidays, and in emergency situations (i.e. may be subject to “on-call “responsibilities). There is a frequent need to walk, talk or hear, use hands to finger or type, and close vision required during the workday. There may be occasional need for light to moderate lifting (up to 50 pounds). This position will require the use of the College vehicles on official business. Must be physically capable of operating the vehicles safely. Maintain a current and clean driving record. A valid Driver’s License is required. Ability to sit for long periods of time working on the telephone. Ability to work a daily 8-hour shift to include some evening and weekend hours. Position will require wearing a uniform. This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act. This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor. 30% - Parking Operations Support & Coordination Provide exceptional customer service at the Parking Services front counter and satellite offices. Greet all arriving and departing guests and visitors and distribute customer feedback cards. Provide information regarding W&M parking and transportation policies, procedures, and services. Answer customer questions and direct customers to additional resources, including the website, listserv, and staff communications. Educate customers on the Parking and Transportation mission, goals, and policy changes. Assist customers with directions and transportation-related inquiries. Respond to customer concerns and resolve service discrepancies; escalate issues to management when appropriate. Coordinate daily assignments of visitors and temporary parking permits to prevent overselling of parking facilities. Allocate limited parking resources to support faculty, staff, students, and visitors. Explain parking limitations and provide alternative parking and transportation options when requests cannot be accommodated. Communicate with WATA personnel regarding route changes, detours, service interruptions, and weather-related impacts. Maintain effective working relationships with administrative and program staff. Answer phones and respond to customer inquiries. Issue visitor permits, process parking applications, receive citation payments, and sell retail items. Sort and distribute mail, including Federal Express, UPS, and Certified Mail deliveries. Receive, record, and track parking-related customer appeals. Serve as committee coordinator by processing appeal decisions and notifying customers of outcomes. Track, log, and inventory bicycles for staff, students, and impounded property. Collect fines, coordinate bicycle releases, and maintain bicycle ownership records. Attend Parking Advisory Committee meetings and record meeting minutes. Manage files and assist with records retention and destruction activities. 25% - General Office Coordination Coordinate complex administrative and operational support functions for Parking and Transportation programs. Deliver high-quality customer service while de-escalating sensitive or potentially volatile situations. Explain business decisions, policies, and their impact to customers. Organize and facilitate front counter operations to maximize customer service efficiency. Coordinate multiple service functions to ensure prompt response to phone and walk-in customers. Support front desk personnel by helping resolve difficult or emotional customer interactions. Explain parking citations and the appeal process through in-person, email, and telephone communications. Provide backup support to enforcement staff through radio communications and special-event operations. Coordinate with William & Mary Police, Environmental Health & Safety, and Facilities personnel to resolve parking, vehicle, and facility-related issues. Resolve customer complaints and service concerns. Sort, count, and prepare currency and coin deposits. Maintain logs and records related to daily field activity, wheel locks, meter maintenance, and operational reports. Coordinate resolution of equipment failures by working with enforcement staff, system vendors, and hardware manufacturers. Assist with troubleshooting, work orders, and repair ticket submissions. Monitor office and enforcement equipment to ensure proper operation and report malfunctions promptly. 20% - Fiscal Responsibility Manage assigned cash drawers and ensure accurate accounting of daily transactions. Determine and collect required fees for permits, citations, and other services. Prepare daily deposit documentation and reconcile financial activity within Banner. Follow procedures for releasing wheel-locked vehicles after payment verification. Retrieve citation information and accurately process payments by cash, check, credit card, or Express Card. Place and remove account holds and update citation dispositions, appeals, offsets, and voids. Record transactions, customer account activity, incident details, and citation information. Calculate parking fees using established fee schedules and parking management systems. Maintain comprehensive knowledge of daily parking rates and special event parking fees. Follow special event ticket handling and revenue control procedures. Prepare deposits in accordance with established financial guidelines. Review and evaluate audits to ensure revenue integrity and accountability. Maintain security of the office safe, petty cash funds, and incoming cash transactions. Issue receipts, refunds, credits, and change to customers. Submit complete reconciliation reports and financial documentation to ensure accurate billing and revenue tracking. 20% - Coordinate the Issuing and Recording of Annual Parking Permits Receive, review, and process parking permit applications. Issue and distribute annual parking permits and daily parking passes. Records permit information accurately in databases and tracking systems. Determine and collect required fees for Parking and Transportation products and services. Enter payroll deduction information and assist with payroll account audits. Maintain accurate electronic records related to permits, inventory, financial transactions, and customer data. Ensure customer records are complete, accurate, and properly documented, including exceptions to policy. Retrieve and communicate permit holder information, permit status, restrictions, expiration dates, and outstanding citations. Review applications and supporting documentation to determine eligibility for parking programs. Approve, deny, or modify permit requests in accordance with established policies and procedures. Assist customers with off-street parking, contractor, and service vehicle requests. Evaluate and process student exception requests. Communicate accurate, consistent, and timely information to customers. Explain and enforce Parking and Transportation policies, including carpool programs and restricted-use permit requirements. Process contractor and vendor parking permits. Coordinate parking-related activities with enforcement personnel, Facilities Planning, Design and Construction, Project Managers, and Facilities Maintenance staff. 5% - Other Duties as Assigned Provide backup support for Special Events operations. Assist other auxiliary service units as needed. Attend departmental meetings, training sessions, and staff recognition events. Manage departmental mail and ensure delivery of confidential documents to appropriate personnel. Maintain adequate inventory of office supplies and stock work areas as needed. Operate college vehicles for official business in a safe manner. Maintain a valid driver's license and satisfactory driving record. Perform additional duties and assignments as directed by management. Salary: $41,000 – $43,000 annually , commensurate with experience. Additional Job Description: Benefits Summary Statement (Full Time) William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program). Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: Background Check Statement ​William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check. Job Profile: JP0037 - Administrative & Office Specialist II - Nonexempt - Salary - S05 Qualifications: Compensation Grade: S05 Recruiting Start Date: 2026-07-03 Position Restrictions: Restricted Funds EEO is the Law. Applicants can learn more about William & Mary’s status as an equal opportunity employer by viewing the "Know Your Rights" poster published by the U.S. Equal Employment Opportunity Commission. https:// Background Check: William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check. Remote Work Disclaimer: Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.