EDUCATION and/or EXPERIENCE: High School Diploma or equivalent required. Two years of experience working in a customer service environment or call center required. Work experience in a parking services command center area is highly desirable. Must possess excellent verbal and written communication skills and communicate effectively with customers from a remote location. Must be proficient with automated systems using a personal computer and associated software packages. Familiarity with systems for parking services command center operations is highly desirable.
SUMMARY The APARC Command Center Operator performs various tasks to ensure a quality customer experience and the smooth operation of all parking facilities. The Command Center Operator will most likely be the first MARTA contact for parking customers, immediately responding to calls and providing solutions to issues. Communicates information to customers regarding parking policies and procedures as needed. Monitors devices at parking facilities through the use of CCTV cameras to identify, interprete and resolve customer issues. Uses the lead Command Center monitor(s) for information such as ticket status, capacity of parking facilities, equipment status, and other information needed to resolve customer issues. Immediately responds to calls that come through the APARC Central Command Center intercom or by phone. Assist customers in the operation of the APARC System Pay-on-Foot, the drive lane Pay-in-Lane devices, and other equipment as needed. Immediately reports any accidents, incidents, or safety concerns to the APARC Line Supervisor and APARC Administrator. Works closely with team members, APARC Line Supervisors, and APARC Administrator to ensure that quality standards are continuously met. ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Troubleshoots problems with any part of the APARC System and provides a solution to satisfy customer needs. Communicate to APARC Administrator significant issues at the specific facilities 2. Communicate with customers, management, and other personnel to assist with questions, problems, and concerns. 3. Responds immediately to calls that come through the APSRC Central Command Center intercom or by phone and determines the resolution and the most efficient method to resolve each situation. 4. Assist customers in the operation of the APARC System Pay-on-Foot, the drive lane Pay-in-Lane devices, and other equipment as needed. 5. Troubleshoots area equipment and maintains a log for the daily assessment of equipment needs and or failures. Communicates any deficiencies through proper channels for repair. 6. Performs other related duties and responsibilities as assigned.
COMPUTER SKILLS Knowledge of automated financial systems is highly desirable. The primary tools for performing the functions of this position are the personal computer and MARTA’s APARC system. The candidate must be able to learn new and unique applications and interfaces quickly. Experience with Automated Parking and Revenue Control Systems is desired. Must have a thorough knowledge of MARTA’s APARC System within one month. PHYSICAL DEMANDS The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. Parking Services is a 24/7 operation. Must pass a physical examination, including a drug/alcohol screen. While performing the duties of this job, the employee is regularly required to 1. Stand, sit, walk, use hands to finger, feel, and reach with hands and arms occasionally. 2. Climb or balance, stoop, kneel, or crawl occasionally. 3. Lift less than 50 lbs. Occasionally. While performing the duties of this job, the employee is required to make site visits to various parking facilities and may be permanently assigned to a larger facility. Must work at multiple locations moving from station to station via the MARTA rail system. SPECIAL REQUIREMENTS 1. Must drug and alcohol screen. 2. Must complete a credit reference check and a background check. Must be able to work weekends, holidays, nights, and special events, including Chick Fil-A Bowl games, New Year’s Eve, Atlanta Falcons games, Atlanta United matches, and other special events as requested throughout the year. Must be willing to work as required to manage the APARC System successfully. Will be required to be on Call 24 hours a day, seven days a week. Specific vision requirements include close vision, distance vision, depth perception, and the ability to adjust and focus. Please be advised that a COVID-19 vaccination is a condition of employment. A copy of your COVID-19 Vaccination Record Card will be required on your employment start date. MARTA will make accommodations for medical and religious-based exemptions. MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.