Customer Experience Coordinator

Montana State University - Office of Student Engagement; Bozeman (MT); On-site; USD 33,000 - 39,000; Full time

Job summary

Montana State University is seeking a Customer Experience Coordinator within Parking and Transportation Services. You will serve as the primary customer service representative, handling parking permits, payments, appeals, and inquiries, while supporting daily operations.

The role requires strong communication skills, data accuracy, and the ability to manage multiple tasks in a fast-paced setting. The position may require overtime for athletic and campus events.

Qualifications

• Two years of customer service or administrative experience in a high-volume public-facing environment requiring interpretation and application of policies, procedures, rules or regulations.
• Demonstrated experience addressing customer complaints professionally and de-escalating difficult interactions.
• Experience maintaining accurate records and performing detailed data entry.
• Experience handling cash, processing payments, reconciling transactions, or performing comparable financial functions.
• Ability to communicate detailed or complex information clearly, both verbally and in writing.
• Ability to prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and timely service.

Responsibilities

• Issue parking permits and receive payments for citations.
• Interpret, enforce, and provide advice about university policies, rules, procedures, regulations, and fee payment processes.
• Answer inquiries in person, over the phone, and by email.
• Respond to questions regarding parking rules and regulations with accurate information.
• Correspond with customers who need parking permits (on and off campus).
• Utilize Microsoft Office Suite and T2 systems.
• Data entry and verification; maintain databases and records.
• Screen citation appeals for recommendations to the appeals board; schedule and conduct monthly appeals board meetings; prepare appeals dockets; apply results and send letters.
• Assist with administrative duties such as mass notifications and customer correspondence.
• Website design and maintenance.
• All other duties as assigned.

Skills

Customer service

Cash handling

Data entry

Written communication

Oral communication

Education

High School Diploma or equivalent

Tools

Microsoft Office

T2

Job description

Position Details

Position Information

Announcement Number STAFF - VA - 26286

For questions regarding this position, please contact: Kristine Mashaw 406-994-5428 [e-mail]

Classification Title Program Coord II | Working Title Customer Experience Coordinator | Brief Position Overview

The Parking Experience Coordinator serves as the primary customer service representative for MSU's University Police - Parking and Transportation Services and is often the first point of contact for students, employees, campus visitors, and community members. This position provides customer support related to parking permits, citations, appeals, parking regulations, and account transactions while supporting the daily operations of Parking and Transportation Services.

Position Number 4M0685 | Department Parking Facility Division Administration | Appointment Type Classified | Contract Term Fiscal Year Semester | FLSA Non-Exempt | Union Affiliation FOCUS-MFPE | FTE 1.0 | Benefits Eligible | Eligible Salary Starting at $24.00 per hour, commensurate with experience, education, and qualifications | Contract Type Classified | Salary If other, please specify | Recruitment Type Open

General Statement

This position is a member of the Parking and Transportation Services' Customer Experience Unit within the Montana State University Police Department. The person in this position will perform all customer service duties, coordinate the unit's citation appeals process, and provide administrative support. Performs of customer service functions in person, over the phone, and by email, including the sale of parking permits, payment of parking citations, and responding to general inquiries.

Duties and Responsibilities

• Issue parking permits and receive payments for citations.
• Interpret, enforce, and provide advice and information about university policies, rules, procedures, regulations, and fee payment processes.
• Answer inquiries and questions in person, over the phone, and by email.
• Answer questions regarding parking rules and regulations with accurate information to best serve customers.
• Correspond with customers who need parking permits (on and off campus).
• Utilize various programs, i.e.: Microsoft Office Suite, T2.
• Data entry and verification.
• Maintain accurate databases and various digital and paper records.
• Screen citation appeals for recommendations to the appeals board.
• Schedule and conduct monthly appeals board meetings.
• Prepare appeals dockets.
• Apply results and send letters.
• Assist with administrative duties such as mass notifications and customer correspondence.
• Website design and maintenance.
• All other duties as assigned.

Required Qualifications – Experience, Education, Knowledge & Skills

• Two years of progressively responsible customer service or administrative experience in a high-volume public-facing environment requiring interpretation and application of policies, procedures, rules or regulations.
• Demonstrated experience professionally addressing customer complaints, resolving customer concerns, and de-escalating difficult interactions.
• Experience maintaining accurate records and performing detailed data entry.
• Experience handling cash, processing payments, reconciling transactions, or performing comparable financial functions.
• Demonstrated ability to communicate detailed or complex information clearly and professionally, both verbally and in writing.
• Demonstrated ability to prioritize multiple responsibilities in a fast-paced environment while maintaining accuracy and timely service.

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Experience providing services in a higher education or public-sector environment.
• Experience using database or customer account systems to manage transactions, payments, or records.

The Successful Candidate Will

• Provide exceptional customer service in a fast-paced, public-facing environment.
• Communicate clearly and professionally with diverse constituents in person, by phone, and through electronic communication.
• Interpret and explain parking regulations, policies, and procedures in a consistent and customer-focused manner.
• Demonstrate sound judgment and professionalism when addressing customer concerns, complaints, and challenging situations.
• Maintain accurate records, financial transactions, and data with a high level of attention to detail.
• Effectively organize and prioritize multiple responsibilities while adapting to changing operational needs.
• Establish and maintain productive working relationships with co-workers, campus partners, and the public.
• Represent University Police and Parking Services with professionalism and courtesy.

Position Special Requirements/Additional Information

This position may require overtime assignments to assist with parking for athletic and special campus events.

• Serves as a Campus Security Authority as defined by the Jeanne Clery Disclosure of Public Safety Policy and Crime Statistics. * Must pass a comprehensive background investigation.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University's rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed in this description are representative of the physical demands required.

Posting Detail Information

Number Of Vacancies 1 | Desired Start Date Upon Completion Of a Successful Search. | Position End Date (if Temporary) Open | Date Close Date Applications Will Be

Screening of applications will begin on September 18th 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

This position is not eligible for new sponsorship.

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran's Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran's preference, please complete the veteran's preference information located in the Demographics section of your profile.

Applicant Documents

Required Documents

• Resume
• Cover Letter

Required fields are indicated with an asterisk (*).