Customer Service Specialist, Housing & Food Services
About the role
Housing & Food Services at the University of Washington is seeking a Customer Service Specialist to provide superior customer service for the department. Reporting to the Communications and Content Manager, this position is based in the Student Services Office.
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.
Assist with the delinquent account process for apartments including communication, late charges, deactivation of dining accounts, account holds and the financial termination process.
Aid 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.
Requirements
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.
Qualifications
High school graduation or equivalent.
Two years of clerical experience.
Skills
Customer service and communication skills (in person, over the phone and in writing).
Attention to detail.
Ability to prioritize tasks in a complex business environment.
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.
Benefits
For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/.
Pay
Pay Range Minimum: $45,144.00 annual
Pay Range Maximum: $55,824.00 annual
Schedule
First Shift (United States of America)
Union/Bargaining Unit
SEIU Local 925 Nonsupervisory