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.

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 Energy, Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group. Please visit the UW Facilities web page for more information: https://facilities.uw.edu/.

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. As a Program Coordinator in Customer Care, you will identify customer needs by gathering key information and primary requirements to process and dispatch service requests and resolve requests with an emphasis on providing our campus community with high-quality service. You will work with multiple, diverse stakeholders in a cross-functional project environment developing strategies to enhance communication, coordinate service provision, and improve customer service in a fast-paced environment with a high level of detail, accuracy and efficiency.

This position reports to the Assistant Director and/or Program Operations Supervisor.

Primary Responsibilities

Customer Service - Intake and Work Request Lifecycle (60%)

• Answer incoming customer questions and requests utilizing multiple web-based custom platforms - voice calls, email, text, and electronically generated intake forms (including occasional direct interaction with customers in the office).

• Receive, gather, and disseminate key customer information to generate appropriate work orders and project requests. This also includes understanding the nature and level of the issue or request to determine assignment to the appropriate delivery unit for further complex project planning or program development for the customer or requestor.

• Review each customer request to identify needs, impact and urgency including routing of requests to the appropriate service provider for 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 and process for responding quickly and efficiently to urgent customer requests including the facilitation and coordination of such requests to the appropriate specialty shop/units to minimize negative impact to our customers.

• Prioritize, track, and provide status updates on work orders, projects, and inquiries to customers and/or appropriate stakeholders efficiently.

• Resolve call back service requests, and complete charge reviews on projects.

• Complete end-of-service reviews of tickets or work orders as needed.

• Process WFM-CC related surveys or feedback including routing of information to the appropriate unit or manager.

• Other duties as assigned.

Workflow Coordination (25%)

• Understand, identify, and resolve work orders (including work order estimates) that may exceed service level agreement or fall outside of best practices against defined and established workflows for all stakeholders connected to the work order.

• Provide input or feedback in process improvement or program refinement for WFM-CC.

• Participate in and lead daily meetings to discuss outstanding service issues and information sharing.

• Identify or participate in WFM-CC working groups to streamline processes for efficiency and provide seamless transition between WFM-CC and other Facilities units.

• Provide support in the operational management of appropriate active and incoming UW Facilities M&C projects, Building Coordinators program, and other strategic programs that can further facilitate system wide communication and workflow coordination.

Administrative Coordination (15%)

• Query appropriate database used by WFM-CC Program Coordinators to gather information for basic analysis and provide operational summary or basic reports as requested by the Assistant Director or Program Operations Supervisor.

• When appropriate and in coordination with Program Operations Supervisor, independently identify, research, initiate communication, and resolution efforts for service requests.

• Develop and maintain documentation in the team knowledge base (KBs) and essential resources that are used by the WFM-CC Program Coordinators.

• Assist in providing training for new Program Coordinators of WFM-CC including providing feedback on in-office and remote training activities to the Assistant Director or Program Operations Supervisor.

• Serve as a member of the department's plan for emergency preparation, management, and recovery.

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.

The 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.

Requirements include:

• High school graduate or equivalent;

• And two (2) years of work experience in customer service intake and working with a work request software program 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 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 environment.

• Demonstrated successful ability in taking direction, working well with others and as a member of a team.

• Ability to quickly learn new systems, retain and recall a large amount of information.

Excellent problem-solving skills.

• Excellent organizational skills and attention to detail.

• Perform the work of a Program Assistant.

• Demonstrated experience providing excellent customer service, responding to customer requests tactfully and in a timely manner.

• Demonstrated familiarity with trades nomenclature, and in a skilled trades work environment

• Able to comfortably utilize Asset Management custom database systems that support program objectives and maintenance & construction operations (web-based systems: AiM, Zendesk, Project Tracker, FS Works, PMWeb).

• 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.

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

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.