OHSU Customer Service Patroller

SP+ is driven by Our Promise, "Making Every Moment Matter for a World on the Go." Our team understands that time is scarce, so we are intentional about putting ourselves in the shoes of those we serve. The result is a unique combination of talented people and industry-leading technology that enables SP+ to prioritize each and every moment, recognizing that the time colleagues, clients and customers invest in us must always matter.

Basic Function: This position provides extensive customer service outreach and education to the OHSU community. Customer Service Patrollers are responsible for heavy customer service interactions in person, by email, and over the phone with a focus on providing general information and assisting customers with access to OHSU. This position is responsible for conducting foot and vehicle patrols to provide customer service, educate and assist customers and monitor lots; providing assistance to OHSU Transportation & Parking staff and partners in meeting daily operational needs, and assuring access to/from and throughout OHSU. This position is responsible for the issuance of warnings, tickets, and for conducting other procedures as necessary by OHSU Transportation & Parking policy. Customer Service Patrollers are flexible to the variable needs of Transportation & Parking and frequently engage in strenuous and repetitive physical activity both indoors and outdoors, including placement and removal of barricades and signage. This position must demonstrate an extremely high level of interpersonal and relationship building skills, conflict resolution skills, empathy, confidentiality, and integrity.

Provide assistance to Transportation & Parking staff and partners in meeting daily operational needs. Assure access to/from and throughout OHSU. Act as back up for the parking coordinator, events, project teams, traffic control, and/or other positions.

Provide customer service by answering questions regarding directions, events, building locations and parking policies.
• Issue citations and warnings for non-compliance with a computerized hand held computer or manual tickets. Impound, boot or relocate vehicles as directed.
• This position requires the ability to work alone and therefore must exercise proper judgment, tact and diplomacy in dealing with people.
• Assist maintenance staff with duties related to parking equipment and facility upkeep and maintenance. This includes but is not limited to: inspecting and assessing lots for maintenance issues, painting, cleaning and repairing parking meters and pay and display machines, installing signs, sign posts and meter posts.
• Assist event staff with activities related to parking for events. This includes but is not limited to: setting up for events, traffic control, receipt of payment for parking, and lot usage control.
• Assist office staff with activities related to permit sales during peak seasons. This includes but is not limited to data entry, collating mailings, providing frontline customer service.
• Complete other related duties as assigned.

* Please note that Customer Service Patrollers are not sworn police officers and have no arresting authority.

Salary Range: $20/hr

Benefits: Eligible employees will participate in the various benefits plans including medical, dental, vision, flexible spending accounts, long/short term disability, life insurance, accident insurance, 401k and paid time off.

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience: High school education or up to one month related experience or training or equivalent combination of education and experience.

Availability to Work: Special shift requirements, if any, will vary depending on a location's hiring needs. If applicable, availability to work 2nd shift, 3rd shift and/or week-ends may be required.

License Requirement: The employee will be required to have and maintain a valid state-issued driver's license with a current address and acceptable driving record.

Mathematical skills: ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to make change.

Language skills: ability to read and comprehend simple instructions, short correspondence and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, supervisors and other employees of the organization.

Reasoning ability: ability to apply common sense understanding to carry out detailed but standard written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Qualification Requirements: The personnel selected for Customer Service Patroller positions must have certain traits and abilities that enable them to achieve expected levels of performance. Some of the most important competencies are exercising sound independent judgment and maintaining a high level of customer service. Other areas include:

• Knowledge of geography of the area they are enforcing
• Knowledge of hazards and safety precautions
• Ability to use a hand-held computer
• Ability to operate a motorized vehicle or bicycle
• Ability to understand and apply parking regulations
• Ability to interact with others in a courteous and tactful manner
• Ability to maintain a pleasant and mannerly demeanor when speaking on the telephone and with the public
• Ability to effectively respond to customer problems or complaints
• Ability to work effectively on teams as well as independently
• Excellent verbal and written communication skills
• Must be Highly Organized and Detail Oriented with a sense of Accountability
• Ability to use clock (standard/military time), calculator, or credit card machine to handle transactions
• Ability to walk for extended periods of time
• Ability to work in all weather conditions
• Must be 18 years of age or older at time of hire

Physical demands: the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; talk and listen. Employees are regularly exposed to outside weather conditions including snow storms, and extreme heat.

This position works independently and in teams in the field as well as in a busy office environment with many interruptions and frequent interactions with customers and employees. The employee must be able to meet all requirements of the position and must have excellent relationship building skills and customer service skills, including patience and understanding of customer's needs and the ability to diffuse situations. It requires the ability to work in all weather conditions including heat, cold, wet, and slippery, unstable, or inclined surfaces. The typical work schedule is day shift Monday through Friday, though overtime may be required, including weekends. Daily schedules may be altered to accommodate needs.

This position requires the ability to walk for up to 8 hours at time throughout the Marquam Hill and South Waterfront Campuses, including parking lots and structures, sidewalks, paths, stairwells, etc., unaided as well as safely drive a company vehicle. The employee must be able to speak clearly and use a telephone, cell phone, two-way radio, handheld, and License Plate Recognition (LPR) system, as well as a computer and other basic and specialized office and field equipment. The employee must be able to prioritize and deal with multiple demands on their attention. Must be able to lift and carry at least 50 lbs. Must have the ability to sit at a desk for up to 8 hours per day using typical office equipment.

Employees work in and around potentially dangerous traffic situations, and employees are to be safety conscious at all times.

SP+ is an equal opportunity employer committed in policy and practice to recruit, hire, train, and promote, in all job classifications, without regard to race, color, ancestry, religion, sex, age, national origin, citizenship status, marital status, sexual orientation, veteran status, gender identity, disability or other classes protected by federal or state law. SP+ does not tolerate harassment or retaliation against any employee or applicant based on these characteristics or because the individual exercised their EEO rights.

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