Ticket Process Administrator

Halifax Partnership; Halifax; On-site; CAD 60,000 - 80,000; Full time

Job summary

Eine dynamische und vorwärtsdenkende Organisation sucht einen Ticket Process Administrator, um die Effizienz im Parkservice zu steigern. Diese spannende Rolle umfasst die Verwaltung von Parkticketüberprüfungen, die Bearbeitung von Kundenanfragen und die enge Zusammenarbeit mit verschiedenen Abteilungen, um einen reibungslosen Ablauf sicherzustellen. In einem unterstützenden Team arbeiten Sie daran, die Dienstleistungen zu optimieren und die Kundenzufriedenheit zu gewährleisten. Wenn Sie eine Leidenschaft für Kundenservice und eine analytische Denkweise haben, ist dies die perfekte Gelegenheit für Sie, um einen bedeutenden Beitrag zu leisten.

Qualifications

• Mindestens 3 Jahre Erfahrung im Kundenservice und Zahlungsabwicklung.
• Erfahrung in der Datenverarbeitung und administrativen Aufgaben.

Responsibilities

• Verwaltung von Parkticketüberprüfungen und Kundenanfragen.
• Daten eingeben und Dokumente für das Management organisieren.

Skills

Kundenservice

Datenverarbeitung

Analytisches Denken

Konfliktmanagement

Kommunikation

Education

Abschluss der Sekundarstufe

1 Jahr Kurs in Betriebswirtschaft oder Verwaltung

Tools

CityWorks

PTMS

AIMS

JEIN

Microsoft Word

Outlook

Job description

Halifax Regional Municipality is inviting applications for the temporary, full-time (up to 12 months) position of Ticket Process Administrator within Parking Services in Public Works.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

Reporting to the Supervisor, Parking Operations, the Ticket Process Administrator is responsible for completing parking ticket reviews and addressing customer complaints and inquires. The Ticket Process Administrator is required to input parking tickets and data entry of service calls from Parking Enforcement Officers. The Ticket Process Administrator is responsible for prosecution file preparation, coordination and disclosure with Legal Services and the Provincial Court House. The position is accountable for the administration of summary offense tickets and conducting quality assurance reviews of on-going and closed case files. In addition, the position responds to invoice queries and concerns, conducts invoice reviews, analyses disputed invoices. The Ticket Process Administrator is responsible for the remedy functions for Parking Enforcement which include coordinating with vendor remedies, billing, liaising with financial services and case file management.

DUTIES AND RESPONSIBILITIES:
General (Parking Ticket Management):

• Analyse ticket reviews by following established guidelines of disputed tickets resulting from enforcement. Adjudication of parking ticket reviews may include accepting, researching, responding or forwarding complaints and/or inquiries on to appropriate parties. It also includes dealing with license plate errors and searching of required information through the Registry of Motor Vehicles database.
• Interact and deal constantly with customers by phone, e-mail or regular mail to address complaints, inquiries and outcomes of ticket reviews.
• Retrieve and process electronic customer service requests within established service standards
• Data entry, scanning and saving of hand-written parking tickets.
• Entering of details regarding service calls for all dispatched calls from Parking Enforcement Officers.
• Assist with organizing and shipping of documents to Records Management
• Identify process deficiencies and make recommendations for process change to supervisor.
• Responsible for de-escalating telephone inquiries from citizens.
• Support ordering and management of the hand-held device paper ticket rolls
• Manage and maintain user reference and knowledge base content for resources supporting and managing the parking solution.
• Process payments and information requests from external agencies
• Management of master files for ticket issuers regarding violation codes and legislation changes.
• Monitor AVL Program and Radio for Officer safety
• Perform other duties as assigned by Supervisor

Job Posting

Halifax Regional Municipality is inviting applications for the temporary, full-time (up to 12 months) position of Ticket Process Administrator within Parking Services in Public Works.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

Reporting to the Supervisor, Parking Operations, the Ticket Process Administrator is responsible for completing parking ticket reviews and addressing customer complaints and inquires. The Ticket Process Administrator is required to input parking tickets and data entry of service calls from Parking Enforcement Officers. The Ticket Process Administrator is responsible for prosecution file preparation, coordination and disclosure with Legal Services and the Provincial Court House. The position is accountable for the administration of summary offense tickets and conducting quality assurance reviews of on-going and closed case files. In addition, the position responds to invoice queries and concerns, conducts invoice reviews, analyses disputed invoices. The Ticket Process Administrator is responsible for the remedy functions for Parking Enforcement which include coordinating with vendor remedies, billing, liaising with financial services and case file management.

DUTIES AND RESPONSIBILITIES:
General (Parking Ticket Management):

• Analyse ticket reviews by following established guidelines of disputed tickets resulting from enforcement. Adjudication of parking ticket reviews may include accepting, researching, responding or forwarding complaints and/or inquiries on to appropriate parties. It also includes dealing with license plate errors and searching of required information through the Registry of Motor Vehicles database.
• Interact and deal constantly with customers by phone, e-mail or regular mail to address complaints, inquiries and outcomes of ticket reviews.
• Retrieve and process electronic customer service requests within established service standards
• Data entry, scanning and saving of hand-written parking tickets.
• Entering of details regarding service calls for all dispatched calls from Parking Enforcement Officers.
• Assist with organizing and shipping of documents to Records Management
• Identify process deficiencies and make recommendations for process change to supervisor.
• Responsible for de-escalating telephone inquiries from citizens.
• Support ordering and management of the hand-held device paper ticket rolls
• Manage and maintain user reference and knowledge base content for resources supporting and managing the parking solution.
• Process payments and information requests from external agencies
• Management of master files for ticket issuers regarding violation codes and legislation changes.
• Monitor AVL Program and Radio for Officer safety
• Perform other duties as assigned by Supervisor

Adjudication:

• Review case files of disputed invoices resulting from enforcement and conduct dispute resolution analysis; prepare written response to property owner regarding outcome
• Summary Offence Ticket (SOT) Administration: enter SOT information into SOT spreadsheet, sending documentation to Provincial Court Office, prepare case files and forward to Legal Services, tracking status of SOTs
• Responsible for tracking status of subpoenas for court purposes
• Prosecution File Review: prepare case file and forward to Legal Services, record and track prosecution dates and results for long form prosecutions
• Liaise with Legal Services to prepare requests for SOT provisions, affidavits, court orders, warrants, etc.
• Responsible for chronologies of case files and actions taken
• Responsible for recommending remedy refunds for manager approval

Remedy:

• Review case files for any issues prior to remedy;
• Process all remedy vendor invoices for payment;
• Enter property owner billing information into CityWorks
• Reconcile billing information before submitting final billing to Financial Services;
• Confirm case file documentation supports work completed and review file with management;
• Submit final billing to financial services which generates a first lien against the property;
• Coordinate remedy work for Curbside Solid Waste Removal and Sidewalk Snow and Ice Removal;
• Verify billing information and close out data information on tax account;

QUALIFICATIONS:
Education & Experience:

• Grade 12 plus 1-year course in business or administration. An equivalent combination of education and experience may be considered.
• Minimum 3 years experience in a customer service/payment processing environment. An equivalent combination of education and experience may be considered.
• Minimum one (1) year administrative experience.
• Minimum one (1) year of related experience in data entry

Technical / Job Specific Knowledge and Abilities:

• Proficient in the use of Word and other Windows based applications as required including Outlook, CityWorks, PTMS, AIMS, JEIN, or similar software
• Demonstrated ability to provide excellent customer service in a potentially confrontational environment.
• Demonstrated ability to communicate in both written and oral formats
• General knowledge of Motor Vehicle Act and HRM By-laws S-300 Part 1, Section 4&5l; S-300 Part 2, Section 10; S-600 Part 14; N-300; T-1000.
• Demonstrated organizational skills and ability to prioritize
• Must be comfortable working in team environment
• Knowledge of Court procedures and processes would be considered an asset

Security Clearance Requirements: Applicants may be required to complete an employment security screening check.

Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.

COMPETENCIES: Analytical Thinking, Communication, Conflict Management, Customer Service, Decision Making, Flexibility, Initiative, Organization and Planning, Organizational Awareness, Teamwork and Cooperation, Valuing Diversity

WORK STATUS: Temporary (up to 12 months), full time

HOURS OF WORK: Monday - Friday, 8:30 a.m. - 4:30 p.m., 35 hours per week

SALARY: NSGEU Local 222 Level 4 - $28.41 per hour

WORK LOCATION: 2021 Brunswick Street, Halifax, Nova Scotia

CLOSING DATE: Applications will be accepted until11:59 pm on Sunday, May 18, 2025

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

Please note:We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the recruiter when invited to the assessment process. For more information on our accommodation process please click on the link:Accommodations | Hiring | Employment | Halifax

(position #72285973)