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.