FACILITIES SERVICES
Job Description
Transportation Services
Program Coordinator
Job Code: 7256 –Contract Classified
Program Coordinator Sales & Administration
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 staff, faculty, students,
departments and outside agencies and processes citation appeals and payments. The Program Coordinator for Sales will
assist in identifying, recommending, developing, and executing administrative and sales procedures that relate to the
sales of commute products provided by this office.
Under general direction of the S&A Supervisor, this Program Coordinator position is responsible for developing and
maintaining a physical and electronic office organization system, assisting customers, data entry, standardized record
keeping, note taking, conducting research from secondary sources, assisting with event planning and other duties as
assigned. This position will serve in a lead capacity and may direct the work of Program Assistants, Temporary
Employees, and Student Employees in the office. This position also acts as a representative of the S&A work group at
various meetings and events. Punctuality and regular predictable attendance is a requirement of this position.
Duties and Responsibilities:
 Identify, develop, implement, and monitor administrative and sales procedures for numerous products provided by
the S&A Office, including permits, U-PASS, bike locker, vanpool, ridesharing, and bike enclosures
 Make recommendations to the S&A Manager, Supervisor, and Program Operations Analyst for improved service
and sales procedures
 Provide information and advice to students, staff, program participants and the public regarding commute product
content, policies, options, regulations, procedures, and activities
 Coordinate the dissemination of information to staff and customers regarding space availability for product
purchases
 Serve as a representative on behalf of Transportation Services and the S&A Office, and promote the program on
campus
 Utilize Lean principles to develop and implement rapid process improvements to reach program goals for sales
and parking optimization
 May perform duties as S&A Lean facilitator
 Coordinate office correspondence, including review material for sentence structure, spelling, grammar and
punctuation; perform electronic mail tasks; and update web content
 Devise, evaluate, and revise forms and standard documents for departmental use
 Coordinate the use of internal and external web tools, including functionality, recommending changes or additions
to the S&A supervisor or manager
 Provide excellent customer service at all times utilizing customer service tools; answer phones, provide in-person
customer assistance, field customer inquiries, resolve customer complaints, and relay unresolved complaints to
the supervisor or manager; assist other Transportation Services employees with questions regarding policies
and/or procedures
 May direct the work of student employees and program assistants
 Train and update staff on changes in policy and procedure; provide assistance with customer requests and
dispute resolution, as needed; participate in recruitment activities for student positions and serve on interview
panels
 Assist with the creation and maintenance of a Standard Operational Procedure Manual for the S&A Office
 Recommend and implement procedural changes when necessary
 Coordinate major unit initiatives including annual renewal, major distribution of product purchases, and academic
quarter starts
10/21/13
Page 1 of 3






Coordinate with S&A leadership on procedures and goal setting for the program; identify gaps in performance,
and program goals; and recommend solutions to S&A analyst, supervisor, and/or manager; participate in
strategic planning activities
Use word processing, graphics, spreadsheet, web content, and database software
Assist with maintaining physical and online filing system on an ongoing basis, including online and hard copy
product reference and resource materials
Perform scheduling and calendaring, the duties of Program Assistant, miscellaneous duties, including project
support and coordination duties
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 experience in a customer service environment or a
combination of customer service environment and in a clerical environment OR equivalent education/experience
 Skilled in interpersonal communications, both in person and in writing
 Demonstrated experience in challenging customer service environments, including interpreting and applying
established customer service techniques and resolving
 difficult customer situations and complaints; strong problem solving skills
 Demonstrated experience and success in training others
 Exceptional organizational skills and attention to detail
 Demonstrated ability to independently manage priorities for multiple projects with diverse timelines and potentially
conflicting deadlines
 Demonstrated ability to methodically develop and document standard operating procedures for recurring tasks
 Demonstrated ability to work with a team and assume leadership role, when required
 Demonstrated cash handling experience and the ability to meet cash handling standards
 High level of proficiency in 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
 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 in retail front-line operations, sales, and marketing
 Experience working with a customer relationship management system such as Salesforce
 Bilingual skills
Conditions of Employment:
 Possession of a valid Washington state driver’s license
 Must be able to perform in a team environment with a focus on customer service
 Must be able to represent the organization in a professional manner
 Must be able to work with minimal supervision, often under pressure of multiple deadlines, changing priorities,
and short timelines
10/21/13
Page 2 of 3





Must be able perform as a leader and maintain composure during challenging and difficult customer service
situations
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 confidentially interact with the public, customers, and potential sponsors and donors
A satisfactory outcome from a criminal background verification will be required prior to hire
10/21/13
Page 3 of 3