Program Assistant, HFS SFS: Student Services Customer Engagement

Program Assistant

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills, and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities, and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits, and natural beauty. Housing & Food Services (HFS) has an outstanding opportunity for a Program Assistant to join their team. Housing & Food Services supports over 10,000 student residents and operates 40+ dining locations on campus. With a team of over 1,200 staff and students, HFS is dedicated to enhancing student life through teamwork and excellent service.

Position Purpose

The Customer Service Specialist is responsible for providing superior customer service for Housing & Food Services at the University of Washington. Specifically assigned within the Student Services Office, this position is responsible for responding to customer inquiries and resolving customer complaints.

Description of Duties

Deliver key customer service tasks and responsibilities including call answering, in-person assistance and email responses, and general administrative duties. Positively support and communicate with SSO staff and HFS units on customer service-related issues and ensure adequate support services are provided. Accept cash and check payments, accept cash deliveries, and complete and reconcile cash office records. Provide housing tours and assist with housing marketing and outreach efforts as assigned. Provide support to Student Services team meetings including reserving space, distributing agendas and recording and distributing meeting minutes. Oversee the Lander Hall meeting space reservation calendar. Coordinate SSO office needs including supply ordering, shredding service, meeting agendas and note taking. Maintain and replenish office inventory and supplies for the Student Services Office and Nordheim Court Office. Assist with the delinquent account process for apartments including communication, late charges, deactivation of dining accounts, account holds and the financial termination process. Assist in transitioning student accounts from active to inactive including reviewing credits, outstanding balances and student record information. Write and send email communications to students, HFS staff, campus partners, and members of the public, including individual, bulk and merge emails. Create, update, audit and maintain accurate records and systems of documentation relating to program operations. Compile information and provide accurate data as requested. Anticipate, identify and clarify needs of customers or campus partners and respond to these needs quickly and accurately. Provide consistent and courteous customer service via telephone, email, and in person while enforcing all terms of the housing agreements. Resolve complaints from students, parents, University employees and the public. Maintain student privacy standards and confidentiality of information and records by adhering to FERPA guidelines and HFS policies. Communicate professionally, concisely, effectively and accurately with customers and employees both verbally and in writing. Adhere to UW branding guidelines, HFS style guide and Student Services communication standards. Assist with composition and the timely distribution of accurate correspondence to students, parents, and University staff. Maintain a clean, organized work area and promote environmentally sound systems and procedures. Utilize software systems including the Housing Management System, SharePoint, Great Plains and the Microsoft Office Suite. Be knowledgeable about HFS policies and procedures and support changes made by HFS management and administrative staff. Assist in short- and long-range planning, and achieving unit and Departmental goals and objectives. Identify items needing improvement and work collaboratively to develop and implement process improvements. Work independently without direction, follow through on all assignments, and ensure work is complete, accurate, and submitted in a timely manner. Attend special events and serve on Department and/or University committees as assigned. Perform other duties as assigned.

Position Dimensions

Position works in an administrative and leasing office that provides housing to University students. In addition to making arrangements in HFS facilities, the Student Services Office makes referrals to other University departments and units within Housing & Food Services. This position requires an understanding and recognition of the University's complex and decentralized environment, and of how to communicate and coordinate activities with multiple University units.

Supervision Received

Position works under general direction of the Content and Customer Engagement Strategist where work assignments are performed in accordance with guidance provided by supervisor. The employee coordinates, plans and organizes work, determines work methods and assists in determining priorities and deadlines. Completed work is reviewed in terms of the employee's effectiveness, accuracy and timeliness in producing results.

Supervisory Responsibilities

N/A

Minimum Qualifications

High school graduation or equivalent AND Two years of clerical experience. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Desired Qualifications

Experience in a university housing or conference services office. The ability to quickly adapt to new software and web applications. Experience in a large university or complex corporate setting. Experience overseeing multi-faceted operations in a fast-paced customer service environment with extensive customer contact. Excellent customer service and communication skills (in person, over the phone and in writing). Strong attention to detail. Ability to prioritize tasks in a complex business environment. Demonstrated success working both independently and within large, complex teams. Experience interpreting, applying and explaining complex rules and procedures within a diverse environment. Proficiency with PC including Microsoft Office Word, Excel, PowerPoint and Project applications, electronic mail, calendar scheduling, and Internet. Ability to work under conditions of rapid change, mounting complexity and increasing interdependence.

Compensation, Benefits and Position Details

Pay Range Minimum: $44,256.00 annual Pay Range Maximum: $54,732.00 annual Benefits: For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/ Shift: First Shift (United States of America) Temporary or Regular? This is a regular position FTE (Full-Time Equivalent): 100.00% About the UW Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world. UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. Our Commitment The University of Washington is proud to be an affirmative action and equal opportunity employer (https://hr.uw.edu/eoaa/). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu. Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law (https://app.leg.wa.gov/RCW/default.aspx?cite=28B.112.080). University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.