CUSTOMER CARE SPECIALIST (PROGRAM COORDINATOR) [2 openings]
Req #: | 177104 |
Department: | UW FACILITIES: ASSET MANAGEMENT |
Appointing Department Web Address: | https://facilities.uw.edu/ |
Posting Date: | 04/03/2020 |
Closing Info: | Closes On 04/12/2020 |
Salary: | $3,331 to $4,452/month |
Union Position: | Yes |
Shift: | First Shift |
Notes: |
This recruitment may be used to fill 2 openings.
Please note that this position has been re-posted. If you have already submitted your application, you need not submit it again, as it has already been received. |
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 six 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.
Asset Management has an outstanding opportunity for a Customer Care Specialist (Program Coordinator).
As a Customer Care Specialist you will identify customer needs through gathering core requirements and key information, process and dispatch service requests, and resolve inquiries with an emphasis on high-quality service. From the everyday to the emergency, the mundane to the monumental, you will work with multiple, diverse stakeholders in a cross-functional project environment developing strategies to enhance communication, coordinate service provision and improve the customer experience.
Primary Duties and Responsibilities
• Coordinate work reception, prioritization, tracking and support services provided through the single point of contact service center for UW Facilities.
• Provide assistance, guidance, advice and connection to all services and functions provided by UW Facilities.
• Receive and respond to routine and non-routine inquiries received through multiple electronic service request systems, telephone, paper and in-person.
• Conduct fact-finding dialogues with customers to identify important and relevant information to assess urgency, nature and level of reported problems and requests.
• Analyze each request to identify needs, impact, and urgency. Assign priority, route requests to the appropriate service provider, and dispatch emergency personnel as necessary.
• Ensure accurate, thorough and complete recordkeeping according to work practices and standards.
• Provide administrative support in the management of all incoming and active UW Facilities projects.
• Maintain ongoing communication with customers regarding service status.
• Review work order status, gather information for basic analysis, and generate basic reports to summarize information and provide information as requested
• Independently identify, research, initiate communication and resolution efforts for service requests exceeding service level agreements, out of compliance with defined workflows or lacking approval.
• Complete end-of-service reviews, promote surveys to gain customer feedback, resolve call back service requests, and complete charge reviews on projects.
• Develop and maintain documentation in the team knowledge base.
• Assist in providing training for members of the Customer Care Team.
• Participate in and lead daily meetings to discuss outstanding service issues and information sharing.
• Serve as a member of the department’s plan for emergency preparation, management and recovery.
• Identify and participate in efforts to reduce wasted staff effort or improve the customer experience.
• 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 two (2) years of work experience in project or coordination services, property management (including facilities, building services, construction or asset management), OR equivalent education/experience.
Additional requirements include:
• Experience demonstrating proficiency with computer software (examples include Microsoft Office, email and chat technologies, Google cloud tools, project management tools, ticketing systems, etc.) and ability to multitask using multiple technology platforms.
• An appreciation of, a sensitivity to, and respect for a diverse environment, inclusive of students, faculty and staff of many social, economic, cultural, ideological, racial and ethnic backgrounds.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
• Data entry skills including 10 key by sight.
• Experience operating and manipulating database structures; running queries, adding, editing and deleting records to update database content.
• Experience working on a customer service team, taking ownership of customer requests and improving service delivery.
• Incredible organization skills and an eye for detail.
• Ability to learn quickly, retain and recall a large amount of information.
• Knowledge of project management and business process methods.
Conditions of Employment:
• May be required to accept variable work shift.
• Must be able to work in an open, shared office environment which may result in additional or higher levels of noise, visual distractions or interruptions.
• This position is identified as one that performs an essential function. This means that the position's incumbent must continue to report to work in the event that the University suspends operations because of severe weather, natural disaster, or other emergency condition, even when nonessential University operations have been suspended.
• 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.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.
The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.