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Req #: 233221

Department: UW FACILITIES: MAINTENANCE & CONSTRUCTION

Appointing Department Web Address: https://facilities.uw.edu/

Posting Date: 04/19/2024

Closing Info: Closes On 05/02/2024

Salary: $3,477 - $4,299 per month

Shift: First Shift

Notes: 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. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-classified-staff-20210208.pdf)

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 also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

Maintenance & Construction (M&C) is responsible for fully optimizing University resources across the full life cycle of our facilities to enhance the functionality, efficiency, and beauty of our campuses. We make sure UW Facilities is “doing the right work.” Workflow Management & Customer Care (WFM-CC) supports program objectives and facilitates the workload process across all portfolios.

Workflow Management & Customer Care serve as the primary daily interface between customers and campus service providers.

Know our customers. Know our services. Connect the two.

We have an outstanding opportunity for a Program Assistant, Customer Care .

As a Program Assistant on the Customer Care team, you will be the first point of contact for customers throughout the UW Campus by providing intake activities for UW Facilities service providers. As a Program Assistant you will be expected to organize and perform task related to the mission of the UW Facilities services by gathering key information and primary requirements to process and dispatch services to campus locations and resolve requests with an emphasis on providing our customers with exceptional service. You will work with multiple diverse units in a cross-functional environment and perform basic tasks that support the core functions of the Customer Care team. As part of the team, you will be expected to effectively communicate with customers and assist service providers in a fast-paced environment. As a Program Assistant, you will be expected to perform tasks meticulously. This position reports to the Assistant Director and/or Program Operations Supervisor.

Primary Responsibilities

Customer Service – Customer Requests and Work Order Lifecycle (60%)

• Serve as a point of contact for customers requesting Facilities services for maintenance, construction, custodial and other UW facilities partners. This includes, answer incoming customer questions by utilizing multiple intake web-based platforms for voice calls, email, text, and electronically generated portal requests (including occasional direct interaction with customers in the office). • Receive, gather, and disseminate key customer information to generate appropriate work orders related to planned programs, construction and/or maintenance projects. • Review customer request to identify the immediate need and level of urgency. This may include routing appropriate requests or work orders to a facilities service provider for action, resolution, or completion. • Ensure accuracy and detail of important information including the completion of electronic notes in work orders and relevant documents according to best practices and operating standards. • Understand protocols or process for quickly responding to urgent requests and efficiently forward to the appropriate shop to minimize negative impact to our customers. • Respond to requests or inquiries of work orders in process. • Other duties as assigned.

Workflow Coordination (20%)

• Provide appropriate input or feedback on process improvement for WFM/CC. • Participate in WFM/CC working groups to streamline processes for efficiency and provide seamless transition between WFM/CC and other Facilities units.

Administrative Coordination (20%)

• Basic database query used by WFM-CC Program Coordinators to obtain program or project information. • Able to perform basic database query or research to identify status request to perform follow-up communication to customers or campus partners. • Coordinate team meetings including utilizing scheduling tools (i.e., MS Outlook, Teams, or Zoom). • Participate and engage in team meetings or activities. • Assist in providing basic training for new staff members on routine core functions that all members are responsible for.

Core Competencies

• Excellent communication skills both verbally and written. • Excellent organizational skills and detail oriented. • Effectively manage stressful situations and shifting priorities. • Be proactive, recognize issues, and resolve problems. • Professional attitude and work ethic. • Be transparent and accountable. • Demonstrate personal integrity and trustworthiness. • Maintain a positive, collaborative, and success-oriented attitude. • Able to perform tasks independently or within a team environment. • Continuously promote a safe work environment.

Requirements include:

• High school graduation or equivalent • AND Two years of clerical experience OR Equivalent education/experience.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:

• Proficient in multiple software programs – MS Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Publisher, Access, and Skype), MS Teams, SharePoint, Google cloud tools, Zoom teleconferencing. • Able to comfortably utilize database systems that support program objectives for maintenance & construction operations (web-based systems: AiM, Zendesk, Project Tracker, FS Works, PMWeb). • Able to multitask between multiple platforms and technology tools to service customer needs. • Comfortable and proficient in utilizing computer hardware i.e., laptops and related hardware equipment. • Able to work in a fast-paced in-office environment. • Anticipate, recognize, and resolve problems. • Working knowledge or experience in project management principles and business process methods including workflow processes and value stream methods. • Ability to promptly learn new systems, retain and recall resources or information. • Possession of a valid Washington State driver’s license.

Conditions of Employment:

• Regular and predictable attendance is required. • May be required to accept variable work shift. • This position is identified as providing an essential service. The successful candidate must be able to perform shift work even during an emergency in which non-essential University operations have been suspended. • This position is located on the UW Seattle campus. • Must be able to work in a non-smoking open and shared office environment – which may result in additional or higher levels of noise, visual distraction, or interruptions.

UW Facilities organization promotes a diverse and inclusive work environment with respect to the inclusiveness of students, faculty, and staff from many ethnic, social, economic, and ideological backgrounds.

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.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.