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. All of which has allowed the UW to be nationally recognized as a "Great College to Work For" for five consecutive years. UW Facilities manages the University's buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups, as well as the separate Emergency Management team, are the Business Intelligence & Information Technology group and the Finance & Administration group. The Transportation Services Sales & Administration (S&A) Office issues transportation products to University of Washington staff, faculty, students, and departments and outside agencies, processes parking citation appeals and payments, and provides information to customer inquiries. We have an outstanding opportunity for a Program Assistant.Under the general supervision of the S&A Assistant Manager, this position is assigned shared responsibility for providing front-line customer service to Transportation Services customers when purchasing commute products, processing citation payments, and adjudication of appeals. The Program Assistant will provide students, staff, program participants and the public with information as well as interpret the policies and activities related to Transportation Services products and programs. Primary Duties and Responsibilities Customer Service*Provide efficient and friendly customer service while speaking to customers on the phone; assisting customers at the parking gate-arms intercoms; selling a variety of transportation and commuter products and collecting and processing payments for parking citations; responding to incoming departmental customer emails; responsible for effective front-line customer service operations which includes identifying and investigating customer service problems. *Maintain an above-average knowledge of administrative policies and procedures of the office, the operating unit and the University. *Use effective communication skills in conjunction with administrative guidelines to solve work-related problems in order to maintain a smooth flow of communication and activities. *Conduct a review of written and oral petitions appealing parking citations and impoundment. *Act as an objective fact finder, record adjudications according to established guidelines, and make appropriate recommendations to the Program Coordinator. *Assure timely, fair, and consistent determinations of these petitions and correspond with individuals regarding the outcome of the appeal. *Work under general supervision, often under multiple deadlines, changing priorities, and short timelines. *Distribute information relative to program activities and confer with other campus departments and outside agencies. *Independently resolve discrepancies and recommend solutions to Program Coordinators and the Assistant Manager. *Make recommendations for improvement of office operational procedures and internal controls to the Program Coordinators, S&A Assistant Manager, or S&A Manager. *Drive a University vehicle to Transportation and UW facilities on and off-campus as required to maintain up-to-date knowledge of those facilities, products and services in order to support departmental customer services. *Deliver Transportation products directly to customers or key University business partners such as Creative Communications, using a University vehicle in order to enhance customer service throughout the year and especially during Annual Renewal. *Use a University vehicle to retrieve office supplies and inventory from off-site storage locations.Commuter Product and Citation Payments *Responsible for processing all requests for campus parking permits, commute products, citation petition forms and citation payments; including reviewing documents and forms for accuracy and completion of the requested information, signatures, and conformance to campus rules and regulations and operating unit policy and procedures. *Enter customer and product information accurately and completely into the computerized product issuance system to complete processing of products sold and fees collected, and independently review information entered for accuracy and completeness. *Search online database and/or office files for information necessary to complete the product issuance process. *Maintain office hard copy files and online data for required back-up documentation in alpha or numeric sequence. *Use S&A office policies and procedures as guidelines to determine when memos, letters, and related commuter correspondence are required as documentation for product issuance and parking citation activities. *Independently prioritize assigned job duties to meet deadlines and perform administrative tasks in support of the day-to-day operations of the S&A office, following established guidelines and University policy and procedure.Cashiering *Collect fees for commuter products and parking citations; determine if charge is authorized to customer accounts (departmental budget and payroll deduction), collect cash or process credit card transactions for fees; responsible for ensuring all checks are properly completed. *Balance cash drawer daily, count permit fees received, and ensure received checks are endorsed.Additional Responsibilities *Assists with the training of new staff on computer systems and software. *Assists the Program Coordinators and Assistant Manager in reviewing short and long-term planning of commuter product renewal periods, unit work schedules, revision of unit procedures, and service enhancements. *As assigned, reviews and makes new assignments from the waiting lists, referring to the drop lists and daily lot counts; notify patrons and follow through to ensure highest and best use of the permit lots; update waiting lists with employee status at University; remove employees from lists of lots that are no longer desired. *As assigned, administer the citation default notification process, produce default notices, process report of sale notices, maintain impound lists, process excessive citation notices, assist with appeal adjudication operations, process dismissal notices. *Perform other duties as assigned.Core Competencies*Demonstrate personal integrity and trustworthiness. *Manage stressful situations and changing priorities effectively. *Anticipate, recognize and resolve problems. *Be responsible and accountable. *Use organizational skills and provide attention to details. *Maintain a positive, optimistic, and success-oriented attitude. *Exercise professionalism, which includes being tactful and courteous. *Exhibit a professional work ethic. *Continuously promote a safe work environment. Requirements include:*High school graduation or equivalent AND 2 years of full-time clerical experience and OR equivalent education/experience.Additional requirements include:*POS systems experience*Demonstrated experience in challenging customer service environments, including interpreting and applying established customer service techniques and resolving difficult customer situations and complaints; and strong problem-solving skills to deal effectively with general public, students, staff, faculty, and co-workers. *Skilled in interpersonal communications and conflict resolution skills, both in person and in writing *Demonstrated experience maintaining composure and professionalism in a fast-paced, dynamic customer service environment *Demonstrated experience in maintaining a high level of confidentiality *Exceptional organizational skills and attention to detail and ability to update information in a timely manner *Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially conflicting deadlines *Demonstrated cash handling experience and the ability to meet cash handling standards *Demonstrated cultural competency in customer service and team environment *Demonstrated experience working with MS Word and MS Excel Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.Desired:*Bachelor's degree or progress towards a bachelor's degree or higher. *Possession of a valid Washington State driver's license. *Knowledge of the current parking programs, products, services, and systems at the University of Washington. *Experience in retail front-line operations, sales, and marketing. *Experience working with a customer relationship management system such as Salesforce. *Demonstrated experience working within Lean process improvement environment *Possession of a valid Washington State driver's license and clean driving record, and ability to drive a University vehicle. *Fluency in other languages Conditions of Employment:*Must be able to perform in a team environment with a focus on customer service *Must be able to represent the organization in a professional manner *Must be able to confidentially interact with the public, customers, and potential sponsors and donors *Must be able to work with minimal supervision, often under pressure of multiple deadlines, changing priorities, and short timelines *Must be able to function effectively in a culturally diverse environment *Must be able to stand and/or sit for long periods of time *Must be able to work evenings and weekends as required *Must be able to work in a non-smoking environment. *Regular and predictable attendance is required. As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here.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 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.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.