CUSTOMER SERVICE SPECIALIST

Thank you for considering HFS Student Services, a unit within Housing & Food Services at the University of Washington—Seattle.

At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all.

HFS provides on-campus housing to over 10,000 student residents and operates over 40 dining and café locations that serve the entire campus community. In order to successfully accomplish this, we employ over 1,200 students, classified and professional staff members who work throughout HFS, providing residential and dining services to the campus. As reflected in our mission statement—working together to enhance student life —teamwork and service to our students and customers are at the heart of our business.

To learn about our commitment to diversity, equity, and inclusion at UW Housing & Food Services, you are encouraged to review our Diversity, Equity, and Inclusion Statement Training .

Position Purpose
The Customer Service Specialist (payroll title: Program Assistant) 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 full-time clerical experience.

Equivalent education and/or experience may substitute for minimum requirements.

Desired Qualifications
• 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.
• Experience in a university housing or conference services office.
• The ability to quickly adapt to new software and web applications.

Conditions of Employment
• A satisfactory outcome from the employment verification and reference check processes is required prior to hire.

Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.