The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.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 not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. UW employees exhibit an appreciation of, a sensitivity to, and respect for a diverse academic environment, inclusive of students, faculty and staff of many social economic, cultural, ideological, racial and ethnic backgrounds. 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. Facilities has an outstanding opportunity open for a Temporary Program Coordinator.Under the general supervision of the S&A Assistant Managers, this position is assigned responsibility for ensuring technical and customer service standards are met for the University of Washington parking software and other technological tools, including, but not limited to, the implementation of the TS parking system modernization (License Plate Recognition, Pay by Phone, and Permits) and the execution of the fully funded classified staff U-PASS. This position will communicate and assist in solving technical and sales challenges with the FS Information Technology (FSIT) team and communicate solutions to the S&A frontline staff. Under general direction, this position will exercise independent judgment in interpreting and applying the program features in conjunction with University of Washington sales and citation administration rules and regulations. Responsibilities also include selection/recommendation of alternative courses of action, coordination, scheduling and monitoring of program activities to determine consistency with program goals, and ensuring data accuracy and relevancy in preparation for software transition. Primary Duties and Responsibilities
In conjunction with S&A staff, FSIT team, the T2 project team, and the WHEELS programmer, receive error messages and troubleshoot causes for process issues for sales of commuter products, payments of citations, and submission, receipt, and adjudication of citation appeals.
Assist the FSIT team in developing a system to document technical issues and solutions.
Track and maintain log of technical issues and solutions.
Communicate solutions to S&A front-line staff verbally and through email.
Evaluate and make recommendations for S&A data and process system improvements.
Work in conjunction with the S&A assistant managers, and S&A program coordinators for Sales, U-PASS, Citation Administration, and Office Communications to develop and maintain a Standard Operational Procedure Manual for the S&A office. Recommend and implement procedural changes when necessary.
Create a physical and electronic filing system for S&A sales and procedures. Maintain filing on an ongoing basis. Maintain online and hard copy reference and resource materials.
Coordinate with S&A manager, S&A assistant managers, and FSIT team on procedures and goal setting for the program; monitor activities in relation to program goals and targets; identify gaps in performance and recommend solutions; participate in strategic planning activities.
Attend meetings as one of S&A's program representatives.
Confer regularly with the S&A manager and S&A assistant managers regarding the interpretation and implementation of program policies.
Use word processing, graphics, statistical, spreadsheet and/or database software including T2 products, Salesforce, WorkDay, SDB, WHEELS and Microsoft Office Suite.
Provide information and advice to students, staff, program participants and the public regarding commute product content, policies, options, regulations, procedures, and activities. Coordinate the dissemination of information to staff and customers regarding space availability for product purchases. Serve as a representative on behalf of Transportation Services and the S&A Office, and promote the program on campus.
Utilize lean process improvement principles to develop and implement rapid process improvements to reach program goals for sales and parking optimization. May perform duties as S&A lean facilitator.
Coordinate office correspondence, including review material for accuracy, clarity, sentence structure, spelling, grammar and punctuation; perform electronic mail tasks; and update web content. Devise, evaluate, and revise forms and standard documents for departmental use.
Provide excellent customer service at all times utilizing customer service tools; answer phones, provide in-person customer assistance, field customer inquiries, resolve customer complaints, and relay unresolved complaints to the assistant manager or manager; assist other Transportation Services employees with questions regarding policies and/or procedures.
May direct the work of temporary employees, student employees, and program assistants. Train and update staff on changes in policy and procedure; provide assistance with customer requests and dispute resolution, as needed.
Perform scheduling and calendaring, the duties of program assistant, miscellaneous duties, including project support and coordination duties, and other duties as assigned.
Coordinates the work of others.
Perform other duties as required. 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. Education & ExperienceRequired
High school graduation or equivalent AND 2 years of full-time Point of Sales (POS) systems or database systems experience OR equivalent education/experience.
Demonstrated technical troubleshooting and beta-testing databases and software.
Demonstrated experience maintaining composure in fast-paced, dynamic and challenging customer service environments, including interpreting and applying established customer service techniques.
Demonstrated experience diffusing and resolving difficult customer situations and complaints.
Strong problem solving skills and ability to shift priorities with minimal supervision.
Demonstrated experience clearly communicating technical solutions to front-line staff, customers, and process partners.
Demonstrated experience in attention to detail and the ability to maintain and update a detailed records system in a timely manner.
Skilled in interpersonal communications and conflict resolution skills, both in person and in writing.
Demonstrated cultural competency through customer service AND team interaction.
Demonstrated experience in maintaining a high level of confidentiality.
Demonstrated 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 experience working with Microsoft Word and Microsoft Excel. Equivalent education/experience will substitute for all minimum qualifications except where there are legal requirements, such as a license/certification/registration. Desired
Bachelor's degree or higher.
Knowledge of the current parking programs, products, services, and systems at the University of Washington.
Demonstrated experience working with industry parking software, systems, technologies, and understanding of industry standards to optimize parking resources and parking utilization.
Demonstrated experience developing and executing staff training for diverse adult learners, including identifying measurements to ensure material is understood for policy and process changes.
Demonstrated experience in process documentation, including training materials and standard operating procedures.
Demonstrated experience working with a customer relationship management system such as Salesforce.
Demonstrated experience working within a lean process improvement environment.
Bilingual skills. Conditions of employment
Must be able to perform as a leader and maintain composure and positivity during challenging and difficult customer service situations
Must be able to perform in a team environment with a focus on boundless pursuit of excellence in customer service
Must be able to represent the organization in a professional manner
Must be able to confidently and 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 efficiently and effectively travel locally to alternate work sites as needed
Must be able to work in a non-smoking environment.
Regular and predictable attendance is required. 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 assessments 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.