Parking Operations Specialist

The Parking Operations Specialist serves as the vital remote command center contact providing real-time driver support, garage access management, and centralized administration across Highwoods Properties' portfolio. Reporting to the Director of Customer Experience (and guided daily by the Lead Specialist), this dynamic role carries the primary volume for live operational support-actively answering frequent gate calls, monitoring intercom feeds, and delivering immediate assistance to ensure drivers seamlessly enter and exit garages across our markets.

Working in active partnership with local Property Management teams to maintain physical garage hardware and resolve facility access issues, the Specialist manages driver accounts in SmartPark, processes monthly billing, delivers market revenue reporting, dispatches equipment work orders and provides occasional onsite operational support for Raleigh-area locations.

Primary Responsibilities

Live Remote Garage Access & Real-Time Driver Support (Primary Daily Focus)

• High-Volume Gate & Intercom Assistance: Serve as the primary remote operator handling a high volume of live gate calls and intercom requests, delivering real-time assistance to drivers entering and exiting garages across Highwoods facilities.
• Remote Access & Equipment Troubleshooting: Remotely resolve gated equipment holds, card reader glitches, barrier arm delays, and digital ticket errors on the spot to maintain uninterrupted traffic flow.
• Frontline Customer Ambassador: Function as the reassuring voice of Highwoods parking operations, applying de-escalation techniques to turn access errors into positive customer interactions.
• Public & Account Inquiries: Address driver inquiries regarding parking tickets, facility rules, and digital account access via phone, email, and written correspondence.

Property Management Partnership & Hardware Support

• Field Team Collaboration: Work in close partnership with local Property Management teams in each market, serving as their operational co-pilot for customer parking accounts, validation setup, and local garage issue resolution.
• Hardware Oversight & Work Order Dispatch: Continuously monitor automated parking hardware (PARCS, LPR, mobile payment portals), log equipment faults, and dispatch maintenance work orders via Prism to vendors or property engineers.
• Garage Inspections & Reviews: Review physical garage inspection reports and open maintenance tickets with Property Managers to support overall facility functionality, cleanliness, and hardware reliability.
• Raleigh Onsite Support: Provide occasional onsite support for Raleigh market properties during special events, equipment rollouts, or operational audits.

Financial Administration, Invoicing & Revenue Reporting

• Revenue Reporting to Market Teams & Leadership: Prepare and deliver regular revenue reporting to market teams and leadership, providing clear visibility into monthly parking income, volume trends, and budget alignments.
• SmartPark Account Management: Guide monthly parkers through online account setups, credential assignments, billing updates, and digital platform navigation.
• Invoicing & AR Collection: Process monthly parking invoices, audit account changes, and execute collections on past-due accounts receivable (AR) to minimize financial variances.
• Record-Keeping: Maintain detailed, audit-ready electronic records of permit allocations, visitor validations, and equipment revenue collections.

Hours & Schedule

• Monday - Friday Variable Shift Coverage: Rotating shift schedules to cover operational hours (e.g., 7:00 AM - 4:00 PM, 8:00 AM - 5:00 PM, 9:00 AM - 6:00 PM, 11:00 AM - 8:00 PM, or 12:00 PM - 9:00 PM).
• On-Call & Events: Possible on-call availability and periodic special event parking support
• Travel: Possible travel to Raleigh-area assets and periodic travel to regional SmartPark locations.

Requirements & Qualifications

• Education & Experience: High School Diploma or Associate degree required (Bachelor's degree preferred), along with 2-4 years of experience in commercial parking operations, customer service administration, call center operations, or property support.
• Live Support & Communication Skills: Exceptional verbal communication skills with comfort handling high-volume call queues, active intercoms, and de-escalating driver access issues in real time.
• Customer Service: Possesses exceptional soft skills, demonstrated by a commitment to high-touch telephone customer service and the ability to build strong, collaborative relationships with vendors, property teams, and customers.
• Technical Proficiency: Proficiency in property work order systems (Prism), parking platforms (FlashParking, SkiData, PARIS), and Microsoft Office (Excel, Word).
• Organizational Ability: Detail-oriented approach to reviewing invoices, tracking work orders, and monitoring live equipment feeds.
• Physical Requirements: Ability to sit for extended periods while monitoring computer screens, multi-monitor feeds, and equipment status dashboards; mobility to conduct occasional onsite garage reviews in the Raleigh market.