Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
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. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years.
UW Continuum College (UWC²) expands the reach of the University of Washington with programs like UW Professional & Continuing Education, International & English Language Programs, Summer Youth and the Osher Lifelong Learning Institute at the UW that meet the needs of various learners at all phases of their lives. We’re focused on removing obstacles to relevant educational opportunities by addressing geographic, financial, length of commitment and time constraints, increasing access to knowledge for more people. As a diverse community that values inclusivity and collaboration, we foster a respectful, supportive workplace where innovation comes to life. By looking ahead and experimenting with new approaches, we’re creating new educational opportunities to help people thrive in a world of change.
The Customer Service Assistant is a full-time, classified staff position that reports to the Director of Enrollment Services. This position performs a variety of complex clerical assignments, including answering a multi-line phone, screening email and other web-based inquiries, entering data and running data reports in UWC² systems such as the student information, customer relationship management, and learning management systems. Under general supervision, this position may serve as primary support for a unit, department, or special initiative. Independent judgment is needed to evaluate customer needs and provide resources that are appropriate.
Operate UWC² inbound phone line from 8:30 – 5:00 pm; receiving and transferring telephone calls, announcing callers, taking brief messages, entering records in Salesforce.
Knowledgeable about the products and services that UWC² provides and answers basic questions.
Daily maintenance of UWC² voicemail box and distribution of messages to proper UWC² staff members or UW departments.
Review and update on a regular basis staff contact lists and telephone extension lists.
Maintain records of inbound calls transferred out to other UW departments.
Perform electronic mail tasks.
Screen all inbound emails to UWC² general inbox, enter record in Salesforce and forward the communication to the proper staff member.
Screen all Self-Paced student inquiries submitted through the UW StartLearning system, distribute to the proper staff member.
Screen Enrollment Services Coordinator Inbox for time-sensitive information, distribute to the proper staff member.
Download and save inbound admission applications to the appropriate shared-drive.
Maintain records of inbound emails transferred out to other UW departments.
Perform complex word processing tasks such as merging and sorting; uploading/downloading reports; use spreadsheets and database software to develop and maintain records.
Create Salesforce contact records for new inbound prospective student inquiries.
Maintain Salesforce contacts by completing merge request tasks.
Maintain event records in Salesforce and update event information as necessary.
Monitor and maintain UWC² entries on Career Bridge website
Generate weekly reports in the StartLearning system and distribute to the organization as needed.
Provide StartLearning system access to students using 3rd party payers as needed.
Requires High School/GED AND four years of office or administrative support experience OR equivalent education/experience.
Evidence of strong organizational and planning skills; ability to complete multiple tasks in a busy environment.
Evidence of high-level customer service experience utilizing multi-line phones and systems.
Computing skills including Microsoft Office, database programs, and internet applications.
Reflects departmental and institutional values.
Associate or Bachelor Degree.
Previous experience working in an academic environment.
Previous experience working with high-volume workload within a fast-paced environment.
Applying innovative solutions to various types of complaints and concerns.
Preferred knowledge of Salesforce or the ability to learn new software.
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 “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 a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.
The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or firstname.lastname@example.org.