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Req #: 244193

Department: UW FACILITIES: TRANSPORTATION SERVICES

Appointing Department Web Address: http://transportation.uw.edu

Posting Date: 04/30/2025

Closing Info:

Closes On 05/14/2025

Salary: $3749 - $5010 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-summary-classified-staff-greater-than-half-time-20250130-a11y.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.

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.

Transportation Services has an outstanding opportunity for a **Program Coordinator, Customer Communications** .

The Transportation Services Sales & Administration (S&A) Office issues transportation products to staff, faculty, students, departments and outside agencies. S&A also administers the payment of citations and adjudication of citation appeals. The S&A Communications Program Coordinator is responsible for managing internal and external communications, maintaining office organization systems, assisting customers, conducting research, developing communication strategies, and overseeing communication standards, while also directing the work of various employees and representing the S&A work group at meetings and events.

Under direction of the S&A Manager, this Program Coordinator position assists in identifying, recommending, developing, and executing procedures that relate to internal (TS) and external (Campus) communications provided by S&A. The Program Coordinator for Office Communication is responsible for developing and maintaining a physical and electronic office organization system, assisting customers, data entry, standardized record keeping, note taking, conducting research, assists in developing communication strategies, and ensures communication standards are developed, updated, and implemented.

The Program Coordinator for Office Communications (PCOC) may collaborate with the Program Operations Specialist, Program Coordinators, Program Assistants, Temporary Employees, and Student Employees. The PCOC is a representative of the S&A work group at various meetings and events. Punctuality and regular predictable attendance is a requirement of this position.

Primary Duties and Responsibilities

• Identify, develop, update, implement, and monitor communications for the S&A Office, including website information, external customer emails, communication campaigns, appeal decisions, citation information, and office briefings/hand-outs.

• Coordinate procedures for parking equipment intercoms to ensure seamless customer service.

• Make recommendations to the S&A Manager and other Program Coordinators for improved communication with the goals of timeliness, clarity, and consistency.

• Coordinate the dissemination of information to TS staff and campus customers regarding products and services.

• Devise, evaluate, and provide recommendations to revise paper and electronic documents for departmental and/or customer use.

• Maintain troubleshooting and communicate Standard Operating Procedures for third-party vendors.

• Make recommendations for improved vendor communications that enhance customer service.

• Coordinate the use, the development, and recommend the improvement of internal and external web tools.

• In coordination with the Communications Specialist and Campus & Community Outreach Specialist, communicate efforts for major initiatives including parking lot changes, product changes, annual renewal, major distribution of product purchases, and academic quarter starts.

• Collaborate with the Communications Specialist, Campus & Community Outreach Specialist and Parking Operations team to assist with communication consistency associated with TS policies and procedures to assist with the management of staff and customer expectations.

• Coordinate office correspondence, including review material for accuracy, clarity, sentence structure, spelling, grammar and punctuation; perform electronic mail tasks; and update web content.

• Distribute program activity information and confer with campus departments and outside agencies as directed.

• Work under general supervision, often under competing deadlines, changing priorities, and short timelines

• Use S&A office policies and procedures as guidelines to determine when memos, letters, and related commuter correspondence are required as documentation for product issuance and parking citation activities.

• Provide excellent customer service at all times; answer phones, provide in-person customer assistance, field customer inquiries, resolve customer complaints, and relay unresolved complaints to the manager; assist other Transportation Service employees with questions regarding policies and/or procedures.

• Perform the duties of Program Assistant, as needed.

• Perform 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 years of experience working in marketing or communications** 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:

• Knowledge of the current parking programs, products, services, and systems at the University of Washington.

• Experience in retail front-line operations, sales, and marketing.

• Demonstrated experience in process documentation, including training materials and standard operating procedures.

• Experience in customer service and de-escalations regarding policies, technical matters/issues.

• Demonstrated experience working with a customer relationship management system such as Salesforce.

Conditions of Employment:

• Must be able to stand and/or sit for long periods of time

• 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 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.