Posting Detail Information Working TitleCustomer Engagement Associate Position LocationFort Collins, CO Work LocationPosition is fully in-office/in-person Research Professional PositionNo Posting Number202501286AP Position TypeAdmin Professional/ Research Professional Classification TitleTechnical/Support II Number of Vacancies1 Work Hours/Week40 Proposed Annual Salary Range40,000 - 42,000 Employee Benefits Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact. + Review our detailed benefits information here. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-afap.pdf) + Explore the additional perks of working at CSU here. + For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) . + Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) ! Desired Start Date11/01/2025 Position End Date (if temporary) To ensure full consideration, applications must be received by 11:59pm (MT) on10/05/2025 Description of Work Unit It is the mission of this department to provide safe, efficient multi-modal access to campus and manage parking resources to support campus activities and enhance life in the university community. The department is a self-funded auxiliary of Colorado State University that supports all maintenance and operations as they relate to transportation services on campus. Position Summary This position is responsible for: Providing an exceptional customer service experience in regards to parking regulations, transportation and mobility options on campus, issuing and selling parking permits and processing payments for parking citations. Other responsibilities include: Managing mail, email, phone, and in-person correspondence, filing and scanning documents, maintaining and creating customer accounts in parking management software system, researching customer accounts and other duties as assigned. Working with departments and third-party vendors to identify and sell required permits to support campus access/activities. Required Job Qualifications + One year of general clerical experience + One year of cash handling experience + Two years of customer service experience + High School Diploma/ GED Preferred Job Qualifications + Two years of general clerical experience + Three years of cash handling experience + Five years of customer service experience Essential Duties Job Duty CategoryIssue Permits Duty/Responsibility Access computer records to evaluate an individual’s status/attributes and determine eligibility for permit type and appropriate fee per regulations: advise customer of their options. Issue yearly, semester, monthly or daily permit(s) and collect payment by cash, check, credit card, Aries account transfers or payroll deductions. Issue visitor, construction and vendor permits after eligibility verified. Issue special permits for Housing and/or job assignments, Adult Fitness, Electric Vehicle, ADA , State Vehicle Service, etc. Review and refund permits, calculating refund amount, and determining refund eligibility. Calculate pro-rated permit pricing. Audit daily transactions and cash drawer to ensure accurate management of funds, permit applications, and customer accounts. Ensure accurate assignment of vehicles to permits and that vehicles on customer accounts are updated as needed. Percentage Of Time30 Job Duty CategoryCitation Resolution Duty/Responsibility Assist customers with education and resolution of parking citations and/or citation appeal process. Review customer history and office procedures to route appeal for review and determine eligibility for simple appeal reductions. Process payments for citations over the phone, in office, or by mail utilizing parking and payment software. Ensure software system accurately reflects customer interaction, customer contact information and citation status. Complete required documentation to support department processes. Apply department processes and procedures to successfully resolve and educate customers regarding citation(s). Ensure accurate assignment of vehicles with associated citations to customers. Percentage Of Time25 Job Duty CategoryCustomer Education Duty/Responsibility Explain parking regulations and provide guidance on parking lots and parking signage. Listen and partner with customers to acquire information and resolve concerns with transportation and mobility needs. Document and maintain accurate and complete customer records to provide documentation regarding customer activity. Explain appeal procedures and appeal results to customer. Manage and de-escalate difficult customer(s) and/or situations to establish an environment to where solutions and compliance are mutually discussed and resolved. Participate in new employee orientation and onboarding. Educate departments on acceptable permit regulations and usage. Develop and update materials to support training and other department communication as needed. Determine when situations/events require escalation. Capable of simplifying complex parking structure to customers to assist with wayfinding on campus. Contribute feedback regarding department materials to support training and other department communication as needed. Percentage Of Time25 Job Duty CategoryMiscellaneous Duties Duty/Responsibility Develop processes, tracking methods, or other routine record keeping ensuring work is organized and prioritized to ensure timely completion. Review incoming information to successfully route key information to the appropriate audience to ensure timely response and service is provided. Determine when internal forms, training materials, procedures, job aids, and customer facing communication require change to maintain exceptional service. Support, initiate, and complete changes to office forms and processes as assigned and approved by supervisor. Identify opportunities to assist and train team members with understanding of department policy, processes, and software. Support record retention policies and inventory management. Reallocate resources and evaluate office activities to assert action as needed to support department goals, facilitating collaborative problem-solving. Participate in staff meetings to lead initiatives to improve office efficiencies and customer service. Communicate and present marketing material to customers off site as assigned. Evaluate and take initiative in extended learning opportunities as available or as assigned. Other tasks as assigned. Percentage Of Time20 Application Details Special Instructions to Applicants To apply, please upload a cover letter that addresses the required and preferred job qualifications, a resume, and the contact information for three professional references. References will not be contacted without prior notification to candidates. CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, please reach out to the listed search contact. References will not be contacted without prior notification to candidates. Please note, applicants may redact information from their application materials that identifies their age, date of birth, or dates of attendance at or graduation from an educational institution. Conditions of EmploymentPre-employment Criminal Background Check (required for new hires) Search ContactKatie Race, Katierac@colostate.edu EEO Colorado State University ( CSU ) provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Background Check Policy Statement Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so. References Requested References Requested Minimum Requested3 Maximum Requested3 Supplemental Questions Required fields are indicated with an asterisk (*). Applicant Documents Required Documents + Resume + Cover Letter Optional Documents