To provide leadership and strategic oversight that supports effective and consistent delivery of Transportation Services. To promote a customer-focused environment that meets the needs of students, faculty, staff, patients, and visitors. To identify opportunities that enhance service quality, operational effectiveness, and the overall customer experience. To foster collaboration and positive relationships across the university community. To support departmental goals through sound judgment, accountability, and continuous improvement.

The Customer Services Manager serves as a key member of the UAB Transportation leadership team, responsible for delivering a seamless and positive experience for all customers. This position oversees daily front office operations and provides direct leadership to the customer service team, ensuring exceptional support for students, faculty, staff, patients, and visitors. The role manages customer relations and service quality standards; supervises communication channels including phone, email, and in person interactions; and oversees financial functions such as payment processing and transaction reconciliation. Additionally, the position is responsible for maintaining the parking permit database, supporting customer communication systems, and ensuring accuracy across all service platforms. Success in this role requires strong organizational abilities, sound judgment, and a collaborative approach to improving operational efficiency, service delivery, and overall customer satisfaction.

Duties and Responsibilities:

• Team Leadership and Operations: Manages and supervises front office team, overseeing daily customer service operations to ensure timely, accurate, and courteous resolution of customer inquiries, concerns, and service requests. Provides ongoing training, coaching, and performance monitoring to ensure staff deliver high quality service and consistently adhere to departmental policies, service standards, and operational procedures. Ensures adequate staffing coverage during operating hours by managing schedules, coordinating shift coverage, and serving as operational backup to fill staffing gaps as needed to maintain uninterrupted customer service.
• Customer Services and Communications: Delivers high quality customer service by addressing complex inquiries and providing accurate information regarding parking policies and procedures, permit availability, citations, and customer account matters. Manages and oversees all customer communication channels, including phone, email, and in person interactions, ensuring timely, clear, and professional responses. Prepares clear, accurate communications and instructions for customers to promote understanding, consistency, and positive service experiences. Supports the maintenance and update of departmental website content and collaborates on the development and execution of targeted communication plans to improve customer outreach and engagement. Serves as a liaison for UAB Transportation, fostering positive and productive relationships with internal departments, campus partners, and external stakeholders to support coordinated service delivery. Coordinates Transportation's presence at official UAB events, representing the department to increase customer awareness, provide education on services, and gather feedback to inform service improvements.
• Financial Responsibility: Oversees accurate daily handling, recording, and reconciliation of payments, refunds, and all financial transactions processed through the front office, ensuring compliance with departmental and university requirements. Implements and monitors revenue control procedures for permit management, fee collection, and cash-handling activities to ensure accountability and safeguard departmental assets against error, theft, or loss. Collaborates with Finance and Accounting teams to support the timely and accurate completion of financial processes, reporting requirements, and audit needs.
• Systems and Data Management: Utilizes parking management software, including T2, and university systems such as Oracle to support quality control reviews, data analysis, and continuous improvement initiatives that enhance service delivery. Oversees customer communication platforms, ensuring accurate data entry, consistent documentation, and timely responses to all customer inquiries. Supports the adoption and implementation of new customer service technologies, tools, and system updates. Compiles, evaluates, and interprets operational data, generating statistical and performance reports to identify trends, improve service outcomes, and support informed departmental decision making.
• Policy and Compliance: Supports the development, implementation, and ongoing refinement of departmental policies and procedures to ensure compliance with UAB guidelines, regulations, and best practices. Ensures consistent adherence by the front office team to all UAB Transportation policies, procedures, and operational standards through monitoring, guidance, and corrective action when necessary. Identifies, recommends, and assists in implementing process improvements aimed at enhancing operational efficiency, service quality, and overall customer satisfaction. Represents UAB Transportation on the UAB Parking Appeals Panel, providing subject matter expertise and supporting fair and consistent adjudication of parking citations. Performs other related duties as assigned.
• Perform other duties as assigned

Salary Range: $52,555 - $85,400

Bachelor's degree in Business Administration, Accounting, Communications, or a related field and three (3) years of related experience required. Work experience may substitute for the education requirement.

Preferred:

• 3-5 years of experience in customer service settings, with at least 2 years of managerial or supervisory experience, preferably in a higher education or parking management setting.
• Strong communications skills, with the ability to convey information clearly, professionally, and effectively to diverse audiences.
• Demonstrated proficiency with database management systems and customer communication platforms, including the ability to learn, utilize, and troubleshoot related technologies.
  

UAB is an Equal Employment/Equal Educational Opportunity Institution dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, sex (including pregnancy), genetic information, age, disability, and veteran's status. As required by Title IX, UAB prohibits sex discrimination in any education program or activity that it operates. Individuals may report concerns or questions to UAB's Assistant Vice President and Senior Title IX Coordinator. The Title IX notice of nondiscrimination is located at uab.edu/titleix.