Minimum Qualifications:

Graduation from an accredited college or university with a Bachelor's degree in Business, Public Administration, Transportation, or a related field. A minimum of four (4) years of analytical and professional experience is required in parking operations and management, revenue collections, customer service, and financial revenue and transaction reporting.

Equivalent combination of education and relevant work experience will be considered if candidate can effectively demonstrate progressively responsible experience in parking operations and management revenue collections, customer services, and financial revenue and transaction reporting.

License:

Possession of a valid driver's license or operator's permit issued from jurisdiction of residence is mandatory.

Medical Group:

Ability to satisfactorily complete the medical examination for this job. The employee must be able to perform the essential functions of this job either with or without reasonable accommodations.

Job Summary/Duties:

This is a professional, technical parking operation, program analysis and customer service position. Incumbent will assist the Manager, Parking Operations in one of two departmental functional areas. The responsibilities for Revenue and Reporting responsibilities include: tracking, reporting, and the analysis of customer service; revenue collection, revenue collection equipment performance and utilization of the Authority's parking facilities and assets, including parking and ride fee collections, Kiss and Ride metered collections, reserved permit revenue collections, bike parking revenue collections, surcharge revenue, lease payments, mail-in revenue, revenue from specialty parking programs and other multi-modal access programs, revenue collection by local jurisdictions for Authority owned parking capacity and any other revenue generated from programming of the Authority's parking facilities and assets.

The responsibilities for Parking Operations include providing safe, effective, efficient and quality operation of the Authority's daily parking facilities. The incumbent in this position performs a wide variety of parking operations, customer service, and real-time information duties in the Authority's parking operations center. The incumbent interfaces with the public when responding to calls from an in-lane communications system to the parking operations center and resolves or coordinates a resolution with the appropriate Authority staff. Employee works independently under minimum supervision on assigned tasks and duties and has considerable latitude for independent work.

Revenue & Reporting:

Tracks, reports, and analyzes customer service, revenue collection, revenue collection equipment performance and utilization of the Authority's parking facilities and assets, including parking and ride fee collections, Kiss and Ride metered collections, reserved permit revenue collections, bike parking revenue collections, surcharge revenue, lease payments, mail-in revenue, revenue from specialty parking program and other multi-modal access programs, revenue collected by local jurisdictions for Authority owned parking capacity and any other revenue generated from programming of the Authority's parking facilities and assets.

Reconciles and analyzes all customer service, daily count, utilization, and revenue collection equipment and transaction data and prepares reports and analysis of findings.

Reviews parking exception transaction data, initiates each day detailed analysis and prepares standardized reports which identify parking facility operational activity and anticipated exception transactions.

Prepares reports on parking revenue generation and activity that are routinely generated on a daily, weekly, monthly, annually, or other schedule basis.

Conducts detailed covert and overt field audits of parking facilities and prepares reports and analysis of findings.

Conducts audits of parking equipment through testing and verifies the accuracy of the equipment counts and reports to within the specified tolerances checking for equipment malfunctions.

Maintains, services and supports the reserved parking, metered parking, bike parking, and other specialty parking program and products.

Coordinates with the appropriate Authority staff to facilitate and resolve customer inquires about the maintenance and/or maintenance deficiencies of the Authority's parking facilities and parking equipment.

Resolves any customers permit issues, complaints, billing disputes as required and handles account billing and transaction issues related to system and database transactions with TRES and IT. Handles monthly reserve permit for ACH customers.

May work variable hours and variable shifts to cover the operating hours of the Authority's parking facilities.

From time-to-time may perform duties within the Parking Operations business unit.

Parking Operations:

Ensures the safe, effective, efficient and quality operations of the parking operations center with regard to daily parking operations at the Authority's parking facilities, quality customer service, accuracy of information flow, and effective management of parking resources in proportion to parking demand and service calls.

Monitors daily parking operations providing quality customer service and deploying resources as necessary to make required corrective actions to resolve problems.

Provides effective and efficient tracking and resolution of all customer service calls and equipment service calls preparing reports and analysis of findings on the timeliness and quality of the resolution process.

Maintains detailed work accomplishment records indicating operation difficulties, equipment malfunctions, and corrective actions taken to restore service.

Prepares reports on daily parking operations and activity that are routinely generated on a daily, weekly, monthly, annually, or other schedule basis.

Works closely with AFC,OCC and MOC and coordinates with the appropriate WMATA staff to facilitate and resolve customer inquiries regarding parking revenue collection and parking operations.

Responds to unexpected events and handles special events that impact parking operations.

Responds to parking facility re-alignments, relocations, new openings, and closures adjusting service and instituting service, operational, and customer service plans as required.

May work variable hours and variable shifts to cover the operating hours of the Authority's parking facilities.

From time-to-time may perform the duties within the Revenue & Reporting business unit.

• The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.