Customer Service Specialist, Housing & Food Services

University of Washington•Seattle, WA

4d•Onsite

About The Position

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

Requirements

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.

Nice To Haves

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.

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.