Hybrid Access Services Specialist bei Case Western Reserve University

Timeline:  We are seeking students who can commit to working 2-3 semesters in a row. Students will need to get trained and can work part-time  Fall 2025, and Spring 2026 Summer 2026 semesters.  

POSITION OBJECTIVE 

Working under general direction, perform a diverse set of duties of an administrative nature requiring a high degree of precision, accuracy and confidentiality for the schools and department of Access Services at CWRU. These functions include processing parking assignments, ID cards and key requests for faculty, staff and students utilizing multiple databases to include Lenel, HARLD, a POS system, and the T2 system.  Relying on parking sales and utilization reports, as well as University policy and procedure, the access services specialist will ensure a timely response and resolution to daily student parking requests and issues while providing outstanding customer satisfaction.  The ability to learn new software and complex processes quickly and easily is required. 

ESSENTIAL FUNCTIONS

1. Communicate with dignity and respect – On a daily basis, the access services specialist will be expected to independently interact with students about issues related to parking, student IDs and badges, and access to a variety of locations across the university.  These student-driven inquiries can occur via phone calls, emails, and in-person and are an opportunity for the access services specialist to utilize critical thinking skills to problem solve and troubleshoot towards a positive outcome while demonstrating the ability to balance between policy and/or practice and exceptions and determine when to escalate matters. (20%)
2. Maintain Contractual Agreements – Access Services is a distribution point for the sale of RTA stickers to students. Access Service Specialists will need to be well-versed in the RTA program eligibility and requirement language and comfortable communicating to students when they may or may not meet eligibility requirements. (20%)
3. Verification of Data Captures – Access Services is responsible for obtaining and maintaining images and data uploads into the university database before a university identification card (ID) can be issued. The Access Services Specialist must be able to review and verify documentation and enter accurate data into the ID system at the time a university identification card (ID) is being issued in accordance with university policy. (20%)
4. Issue Parking Permits – The Specialist is responsible for understanding the various types of parking permits available to university customers, for ensuring these permits are available for in-person and online sales, for completing sales via cash or credit card transactions, and for escalating issues reported to Access or Parking Services by permit holders in a timely and appropriate manner. Additionally, all data related to permit transactions must be accurately and timely entered into the point-of-sale terminal (POS) and the parking management program in accordance with university parking policy. (20%)
5. Reconciliation of Daily Accounts – The Specialist is responsible for performing a detailed account review that reconciles daily receipts against each transaction logged in our POS and parking management system. (5%)
6. Troubleshoot and Escalate – The specialist follows policy and procedures to resolve common issues students experience with their ID’s and parking permits. The specialist also understands when matters should be escalated to supervision and communicates regularly with their team to ensure matters marked for escalation are followed-up on and marked completed. (5%)
7. Work Collaboratively – The specialist reviews policies and procedures and training resources regularly for efficiency. They demonstrate consistency while seeking out opportunities for improvement; ensuring future issues or problems for students are met proactively. Other projects as assigned to assist the department. (10%)

NONESSENTIAL FUNCTIONS 

1. Immediately advise supervisor of any issue that prevents a student from accessing parking, housing, or other university-related benefits.
2. Provide excellent customer service skills while answering phones and directing students in-person at the Tinkham Veale University Center (aka the Tink).
3. Perform other projects and duties as assigned.

CONTACTS

Department: Continuous contact with the Assistant Director of the Student Access Services Center and the Team Lead of Access Services to keep apprised of all urgent requests and situations or to request assistance in resolving issues and concerns. 

Students: Daily, face-to-face contact with student customers for parking, IDs, keys, CaseOneCard transactions and access.  

SUPERVISORY RESPONSIBILITY

No supervisory responsibility.

QUALIFICATIONS

• Ideally, the candidate will have 2 to 5 years of customer service experience.  If no experience, the candidate will be able to demonstrate the ability to communicate to customers effectively and politely, and a genuine desire to work in a customer service role helping students.

REQUIRED SKILLS

1. Self-starter with the ability to work independently and function with minimal supervision.
2. Displays initiative, enthusiasm, and a strong sense of responsibility.
3. Ability to meet consistent attendance and take ownership of assigned projects.
4. Ability to pay particular attention to detail, particularly in accounting functions and a good understanding of computers with experience in Microsoft Word, Excel, email, browsers, and Internet searches. Knowledge of basic terminology related to computer hardware and software.
5. Excellent communication skills. Especially on the phone and in-person; talking to others to convey information effectively.
6. Must have the ability to work with a complex set of standards, procedures, and terminology, applying significant attention to detail, accuracy, and verification. Ability to learn new skills and systems.
7. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite, and readily understood.
8. Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters.

WORKING CONDITIONS 

General office environment; walk up customer service counter. 

Please submit a resume and cover letter. 

Estimated start date: Mid October 2025.

Pay Range: 17.60 (UG) -(20.13) Grad