Administrative/Support, Information Technology, Project/Program Management/Planning, Staff/Administrative
Do you thrive in a fast-paced environment requiring multitasking and teamwork to accomplish your goals? Does the challenge of problem solving through research and uncovering important information through conversation and questioning excite you? Are you the type of person who is obsessed with customer service and wants to have a positive impact in your workplace community? If so, consider joining the UW Facilities team as a Customer Care Specialist!UW Facilities operates, maintains and enhances the functionality, efficiency, and beauty of what is widely regarded as one of the best campuses in the US. Our Asset Management team fully optimizes the resources of UW Facilities throughout the full life cycle from property acquisition and development through operations and renewal – we make sure we're doing the right work. To learn more about us, you can read about our services, projects, teams and stories online.We have an outstanding opportunity for a Customer Care Specialist to join our Customer Care Team.Know our customers. Know our services. Connect the two. 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. Key responsibilities include:
Receiving and responding to customer inquiries received through multiple forms of technology including phone, email, chat, text, and web forms.
Analyzing requests to identify needs, impact, and urgency of service requests so you can route them appropriately.
Providing administrative support in the management of all UW Facilities projects including data entry, maintaining ongoing communication, and quality reviews.
Independently identifying, researching, and initiating communication and resolution efforts including gathering information for basic analysis, and generating basic reports to summarize information and provide information.
Development of our knowledge base and documentation library.
Participating in and leading daily meetings to discuss issues and share information.
Serving as a member of the department's plan for emergency preparation, management and recovery.
Identifying and participating in efforts to increase team efficiency and improve the customer experience.
Performing related duties as assigned in support of Customer Care and Asset Management.The Successful Candidate For This Position Will Have:Required experience:
High school graduation, or equivalent, AND two (2) years of experience in project/service intake and coordination services, property management (including facilities, building services, construction or asset management), or a related field 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.)
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.References that can verify success:
Demonstrating personal integrity and trustworthiness.
Managing stressful situations and changing priorities effectively.
Anticipating, recognizing and resolving problems.
Being responsible and accountable.
Using organizational skills and providing attention to detail.
Maintaining a positive, optimistic, and success-oriented attitude.
Exercising professionalism, which includes being tactful and courteous.
Exhibiting a professional work ethic.
Continuously promote a safe work environment.Equivalent education/experience will substitute for all minimum qualifications except where there are legal requirements, such as a license/certification/registration.Desired/Preferred Skills:
Data entry skills including 10 key by sight and a minimum of 50 wpm typing speed.
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.
Possession of a valid Washington State driver's license.Conditions of Employment:
This position will have a regular work shift, Monday – Friday from 8:30 – 5:30 p.m. Regular and predictable attendance is required.
The office is located in a non-smoking environment nested in an open, shared office which often results in higher levels of noise, visual distractions and interruptions.
This position is identified as providing an essential service and the successful candidate must be able to perform shift work even during an emergency in which nonessential University operations have been suspended.The salary range is $3,266 - $4,365 /month + benefits. At the University of Washington, diversity is integral to excellence. We value and honor diverse experiences and perspectives, strive to create welcoming and respectful learning environments, and promote access, opportunity and justice for all. To be considered, apply online and update your candidate profile by the end of the day on March 27. 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
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.