Job Title

Job Family

Job Code

Job Exempt

Marketing/Customer Service Supervisor

Seiu_Supervisory

CMG19

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S15

Salary

$23.88

$30.45

$37.02

Job Description

Performs professional work promoting greater awareness of parking at the local and regional level through marketing/public relations strategies. Provides administrative, professional, and supervisory customer service work in the area of customer relations, which includes responding to emails, phone calls, and written correspondence. Responsible for assisting in developing promotion, marketing, customer service, and sales programs for various City of Orlando parking facilities, surface lots, and on-street parking. Duties include designing promotional materials (such as ads, flyers, brochures, and the web); coordinating public relations activities with the community and media representatives; placing local advertising; and overseeing the parking violations section.

Minimum Qualifications:

Associate's Degree in Communications, Advertising, Marketing, or related field and two (2) years of marketing, public relations, and/or supervisory customer service experience, including experience writing ads and creating promotional material or an equivalent combination of education, training, and experience. Parking Enforcement Certification desired. Knowledge of parking citation processing systems and intermediate/advanced knowledge of Microsoft Office Suite (Word, Excel, and Outlook) desired. Professional oral and written communication skills desired. Ability to lead and motivate team members, think critically, and problem-solve desired.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Develops and implements the marketing plan of the Parking Division to establish a broad public awareness and to maximize use of parking facilities.

Supervises the work of Customer Service/Accounting Clerks and Specialists. Coordinates, assigns and reviews work to ensure performance and quality standards are maintained.

Assesses employee performance and recommends actions, conducts interviews of job applicants, recommends employment, and oversees training of clerks in their job responsibilities.

Organizes, coordinates, and directs all marketing/public relations efforts for parking to increase public awareness and improve public perception of parking.

Develops websites, fliers, brochures and maps helping to create advertisement and placing them through local media, civic groups, associations and local business.

Performs audits to verify all applicable fines, fees and charges are implemented properly.

Develops and maintains complaint tracking system used throughout the division.

Acts as technical and administrative liaison between the Parking Division and Citation Processing Contractor to include providing staff software training, in-depth technical assistance and provider’s system administration for the division.

Reviews parking citations and appeals for code compliance and/or errors and recommends adjustments as necessary.

Confers with and responds to persons requesting service or making complaints.

Investigates complaints and recommends appropriate actions.

Participates in long-range planning for new or expanded programs.

Performs other related duties as needed to facilitate the accomplishment of parking objectives.

Maintains downtown event records (i.e.., occupancy, costs, revenue, facts and figures).

KNOWLEDGE, SKILLS AND ABILITIES:

Knowledge of effective customer service practices, public facility operations and procedures.

Knowledge of public relations, marketing, advertising techniques, principles theories and philosophy required to effect design and preparation of promotional literature

Effective interpersonal skills.

Computer software skills - Microsoft, e-mail, Internet.

Ability to respond to difficult and stressful situations in an efficient, effective and positive manner.