FACILITIES SERVICES
Job Description
Facilities Maintenance & Construction
Program Assistant
Job Code: 7255 – Contract Classified
Program Assistant Customer Service Center (CSC)
Department Introduction:
Facilities Maintenance and Facilities Construction are responsible for general maintenance, repair, alterations, and
renovations of all campus facilities including building interiors, exteriors, and grounds.
Job Purpose:
The CSC (Customer Service Center) Program Assistant serves as the first point of contact for customers throughout the
UW campus, providing intake for maintenance and repair requests, alterations work requests and other facilities or
grounds issues. The CSC representative will receive and process work orders and all calls through the Customer Service
Center program and will organize and perform work related to zone program operations and office administration.
Duties and Responsibilities:
 Answer phone inquiries and assess urgency of calls and transfer emergency calls directly to the shop lead or
supervisor for immediate response
 Obtain information from caller necessary for detailed and accurate entry of work requests
 Assign appropriate status and notify appropriate parties
 Triage requests, prepare work orders and assign to appropriate shop
 Enter work requests into work request system
 Process on-line work requests entered directly into system by clients
 Check status of work request queues
 Work with clients to determine their needs and refer them to leads, supervisors or maintenance coordinators for
more comprehensive information
 Enter material requests
 Coordinate with other Customer Service Center staff in the maintenance zones, Facilities Construction Project
Services staff and Campus Operations Communications Center staff
 Routinely perform other support, reception and clerical duties as assigned
 Maintain forms and files related to the maintenance zone program, including updating the building plan file
 Maintain inventory and order office supplies; enter purchase orders as requested; provide key control
maintenance and temporary key checkout
 Distribute mail and postings on shop bulletin boards
 Produce statistical reports
 Provide back up to the Program Support Supervisor and assist shop personnel
 Perform other duties as assigned
 Regular and predictable attendance is 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 professional demeanor, which includes being tactful and courteous
 Exhibit a professional work ethic
 Continuously promote a safe work environment
Required Skills, Experience and Knowledge:
 High School graduation or equivalent and two years of full-time clerical experience or equivalent
education/experience
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Ability to work effectively in a customer service environment subject to high volume of incoming calls and
frequently changing priorities
Demonstrated successful ability in taking direction, working well with others and as a member of a team
Demonstrated proficiency working with detailed documentation, while maintaining a high degree of accuracy and
meeting specific deadlines
Demonstrated excellent communication skills with diverse populations, including ability to effectively communicate
detailed information to staff and clients and respond to a variety of questions both over the telephone and in
person
Demonstrated ability to respond effectively to emergency situations, exercise sound judgment within established
program parameters, and handle customer service needs in a professional and courteous manner
Demonstrated strong personal integrity and trustworthiness
Demonstrated ability to handle stressful situations effectively
Anticipate, recognize and resolve problems
Demonstrated responsibility and accountability
Demonstrated positive, optimistic, success-oriented attitude
Demonstrated professional demeanor which includes being tactful, civil and courteous
Demonstrated professional work ethics
Typing/keyboarding proficiency (50wpm) and experience with Microsoft Office Suite and Outlook calendar
functions
Have knowledge and understand of safe work practices and policies
Must be able to wear all proper Personal Protective Equipment (PPE) as required
Must be able to follow written and/or verbal instructions and communicate in English regarding the use of
chemicals, supplies, and equipment; comply with safety policies and procedures
Desirable Skills, Experience and Knowledge:
 Experience with Access database
 Demonstrated experience working with skilled trades and familiarity with skilled trades nomenclature
 Demonstrated proficiency with computerized work management and purchasing systems
Conditions of Employment:
 Must be able to work in a non-smoking environment
 Possession of a valid Washington State driver’s license
 A satisfactory outcome from a criminal background verification will be required prior to hire
09/15/14
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