Student Services Customer Support Specialist

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

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.