FACILITIES SERVICES
Job Description
Transportation Services
Program Assistant (Sales & Admin)
Job Code: 7255 – Contract Classified
Department Introduction:
Transportation Services provides innovative and sustainable transportation solutions that facilitate the educational,
research, cultural and service missions of the University. TS supports the UW campus with the following: Parking, Transit,
Bicycling, Walking, Rideshare, Fleet Services, UW Shuttles, and Transportation Planning & Construction.
Job Purpose:
The Transportation Services Sales & Administration (S&A) Office issues transportation products to University of
Washington staff, faculty, students, and departments and outside agencies, processes parking citation appeals and
payments, and provides information to customer inquiries. Under the general supervision of the S&A Assistant Manager,
this position is assigned shared responsibility for providing front-line customer service to Transportation Services
customers when purchasing commute products, processing citation payments, and adjudication of appeals. The Program
Assistant will provide students, staff, program participants and the public with information about and interpret the policies
and activities related to Transportation Services products and programs.
Duties and Responsibilities:
Customer Service
 Provide exceptional and friendly customer service while selling a variety of transportation and commute products
and collecting and processing payments for parking citations; responsible for effective front-line customer service
operations which includes identifying and investigating customer service problems
 Maintain above-average knowledge of administrative policies and procedures of the office, the operating unit, and
the University
 Use effective communication skills in conjunction with administrative guidelines to solve work- related problems in
order to maintain a smooth flow of communication and activities
 Conduct a review of written and oral petitions appealing parking citations and impoundment
 Act as an objective fact finder, record adjudications according to established guidelines, and make appropriate
recommendations to the Program Coordinator for Citation Appeal Adjudication
 Assure timely, fair, and consistent determinations of these petitions and correspond with individuals regarding the
outcome of the appeal
 Work under general supervision, often under multiple deadlines, changing priorities, and short timelines
 Distribute information relative to program activities, and confer with other campus departments and outside
agencies
 Independently resolve discrepancies and recommend solutions to Program Coordinators and the Assistant
Manager
 Make recommendations for improvement of office operational procedures and internal controls to the Program
Coordinators, S&A Assistant Manager, or S&A Manager
 Drive a University vehicle to Transportation and UW facilities on and off-campus as required to maintain up-todate knowledge of those facilities, products and services in order to support departmental customer services
 Deliver Transportation products directly to customers or key University business partners such as Creative
Communications, using a University vehicle in order to enhance customer service throughout the year and
especially during Annual Renewal
 Use a University vehicle to retrieve office supplies and inventory from off-site storage locations
Commuter Product and Citation Payments:
 Responsible for processing all requests for campus parking permits, commute products, citation petition forms
and citation payments; including reviewing documents and forms for accuracy and completion of the requested
information, signatures, and conformance to campus rules and regulations and operating unit policy and
procedures
 Enter customer and product information accurately and completely into the computerized product issuance
system to complete processing of products sold and fees collected, and independently review information entered
for accuracy and completeness
 Search online database and/or office files for information necessary to complete the product issuance process
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Maintain office hard copy files and online data for required back-up documentation in alpha or numeric sequence
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
 Independently prioritize assigned job duties to meet deadlines, and perform administrative tasks in support of the
day-to-day operations of the S&A office, following established guidelines and University policy and procedure
Cashiering:
 Collect fees for commuter products and parking citations; determine if charge is authorized to customer accounts
(departmental budget and payroll deduction), collect cash or process credit card transactions for fees; responsible
for ensuring all checks are properly completed
 Balance cash drawer daily, count permit fees received, and ensure received checks are endorsed, maintain
departmental and unit cash handling standards
 Ensure variance of cash assigned is zero
Additional Responsibilities
 Assists with the training of new staff on computer systems and software
 Assists the Program Coordinators and Assistant Manager in reviewing short and long-term planning of commuter
product renewal periods, unit work schedules, revision of unit procedures, and service enhancements
 As assigned, reviews and makes new assignments from the waiting lists, referring to the drop lists and daily lot
counts; notify patrons and follow through to ensure highest and best use of the permit lots; update waiting lists
with employee status at University; remove employees from lists of lots that are no longer desired
 As assigned, administer the citation default notification process, produce default notices, process report of sale
notices, maintain impound lists, process excessive citation notices, assist with appeal adjudication operations,
process dismissal notices
 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 and POS systems experience
OR equivalent education/experience
 Demonstrated experience in challenging customer service environments, including interpreting and applying
established customer service techniques and resolving difficult customer situations and complaints; and strong
problem solving skills to deal effectively with general public, students, staff, faculty, and co-workers
 Skilled in interpersonal communications and conflict resolution skills, both in person and in writing
 Comfortable with public speaking in presentation settings
 Demonstrated experience maintaining composure and professionalism in an extremely fast-paced, extremely
dynamic customer service environment
 Demonstrated experience in maintaining a high level of confidentiality
 Exceptional organizational skills and attention to detail and ability to update information in a timely manner
 Experience in retail front-line operations, sales, and marketing
 Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially
conflicting deadlines
 Demonstrated cash handling experience and the ability to meet cash handling standards
 Demonstrated experience working with MS Word and MS Excel
 Have knowledge and understand of safe work practices and policies
 Must be able to wear all proper Personal Protective Equipment (PPE) as required
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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:
 Bachelor’s degree or higher
 Knowledge of the current parking programs, products, services, and systems at the University of Washington
 Experience working with a customer relationship management system such as Salesforce
 Demonstrated experience working within Lean process improvement environment
 Bilingual skills
Conditions of Employment:
 Must be able to perform in a team environment with a focus on providing exceptional customer service
 Must be able to represent the organization in a professional manner
 Must be able to confidentially interact with the public, customers, and potential sponsors and donors
 Must be able to work with minimal supervision, often under pressure of multiple deadlines, changing priorities,
and short timelines
 Must be able to function effectively in a culturally diverse environment
 Must be able to stand and/or sit for long periods of time
 Must be able to work evenings and weekends as required
 Possession of a valid Washington state driver’s license and clean driving record, and ability to drive a University
vehicle
 A satisfactory outcome from a criminal background verification will be required prior to hire
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