Customer Service Specialist, Housing & Food Services

University of Washington; Seattle (WA); On-site; USD 45,000 - 56,000; Full time

Job summary

The University of Washington is seeking a Customer Service Specialist (Program Assistant) within Housing & Food Services to provide superior service to students and campus partners. Reporting to the Communications and Content Manager, you will handle call, email, and in-person inquiries and help with housing tours and outreach.

The role balances administrative duties with problem solving, maintains FERPA-compliant records, and supports unit goals in a dynamic university setting.

Qualifications

• High school diploma or equivalent.
• 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.

Responsibilities

• 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.
• Provide housing tours and assist with housing marketing and outreach efforts as assigned.
• Anticipate, identify and clarify needs of customers or campus partners and respond to these needs quickly and accurately.
• Be knowledgeable about HFS policies and procedures and support changes made by HFS management and administrative staff.
• Provide support to Student Services team meetings including reserving space, distributing agendas and recording and distributing meeting minutes.
• Work independently without direction, follow through on all assignments, and ensure work is complete, accurate, and submitted in a timely manner.
• 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.
• Maintain student privacy standards and confidentiality of information and records by adhering to FERPA guidelines and HFS policies.
• 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.

Skills

Customer service

Clerical experience

MS Office

Education

High school diploma

Tools

Microsoft Office

Job description

Job Description

Housing & Food Services has an outstanding opportunity for a Customer Service Specialist (Program Assistant (NE S SEIU 925 Non Supv)) to join their team.

About This Opportunity

Reporting to the Communications and Content Manager, 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.

Position works under general direction of the Communications and Content Manager 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.

Key Responsibilities

Customer Service & Student Support (40%)

• 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.
• Provide housing tours and assist with housing marketing and outreach efforts as assigned.
• Anticipate, identify and clarify needs of customers or campus partners and respond to these needs quickly and accurately.
• Be knowledgeable about HFS policies and procedures and support changes made by HFS management and administrative staff.

Administrative Operations & Office Coordination (25%)

• Provide support to Student Services team meetings including reserving space, distributing agendas and recording and distributing meeting minutes.
• Work independently without direction, follow through on all assignments, and ensure work is complete, accurate, and submitted in a timely manner.

Student Accounts & Financial Processing (15%)

• 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.

Records, Reporting & Communications (15%)

• 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.
• Maintain student privacy standards and confidentiality of information and records by adhering to FERPA guidelines and HFS policies.

Continuous Improvement, Planning & Other Duties (5%)

• 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.

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

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.

Preferred 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.

Working Conditions

• 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.

Compensation, Benefits And Position Details

Pay Range Minimum

$45,144.00 annual

Pay Range Maximum

$55,824.00 annual

Benefits

Other Compensation: 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%

Union/Bargaining Unit

SEIU Local 925 Nonsupervisory

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 committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [e-mail].

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.