Customer Service Specialist II
- Summary
Are you a dedicated Customer Service Professional? Do you like helping customers, providing assistance and follow through to their questions and needs? If so, apply for this position because we need you.
The On-call Customer Service Specialist II position fills in as needed to provide customer service in receiving and referring inquiries and/or complaints for the Roads Maintenance Section 24/7 Front Desk. This position involves dialog with the customer to obtain needed information, clarify what is desired, and/or determine how service can best be rendered.
Successful applicants will be able to demonstrate a strong commitment to customer service and desire to solve problems, and will be able to maintain composure and focus in a busy and sometimes hectic work environment.- Job Duties
To be considered for this opportunity, you must at a minimum, demonstrate knowledge, skill and ability to:
- Bring strong, flexible, interpersonal skills and the ability to establish good working relationships with internal and external stakeholders
- Collaboratively draft communications under direction from the Communications Manager
- Answer routine and emergency phone calls, determine the nature of the caller's concerns, the geographic location, enter the information into a computer and/or refer the caller to the appropriate agency in a courteous manner.
- Notify field staff of problems via radio, telephone, and/or e-mail.
- Monitor radio frequency and respond to broadcasts from field personnel and answer phone calls simultaneously.
- Determine the validity, correctness, and completeness of information received and complete proper documentation.
- Maintain and/or retrieve information searches through files, records, maps and computer files.
- Perform data-entry, file documents, send and receive e-mail, access County websites.
- Perform other duties as assigned.
- Experience, Qualifications, Knowledge, Skills
We are looking for candidates who possess:
- Demonstrated experience providing high level customer service by dealing tactfully and courteously with the public.
- Be able to make fast responses and correct decisions, take charge of conversations, obtain accurate information from callers and make quick decisions regarding the priority to be assigned to emergencies.
- Demonstrated experience responding to emergencies and/or stressful difficult calls. Excellent oral and written communication skills.
- Experience in the use of computers and Microsoft applications to include, but not limited to MS Word, Excel, and the Internet.
- Ability to work independently and under limited supervision.
- Ability to prioritize and manage assignments under close deadlines and changing priorities.
- Willingness and ability to apply King County's core values around inclusion, equity and social justice as a team member and representative of King County to internal and external customers.
- Supplemental Information
DESIRED QUALIFICATIONS:
Knowledge of Road Maintenance terminology. Knowledge of King County geographic area. Experience working in a Public Works environment.
NECESSARY REQUIREMENTS:
Ability to report to work during inclement weather.
WHO MAY APPLY: This recruiting effort is open to all qualified applicants. This is a temporary on-call non-benefited position.
King County is proud to be an Equal Employment Opportunity /Affirmative Action employer and we encourage people of color, women, veterans and people with disabilities to apply.
WORK SCHEDULE: Varies. This on-call temporary position covers for scheduled and unscheduled leaves of absences. Shifts may include varied days and hours within 24/7 period including day, swing, night, and graveyard shift and working holidays. This position is covered by the Fair Labor Standards Act and may be eligible for overtime.
UNION REPRESENTATION: This position is Represented by Local 117- Admin.
COVID-19 VACCINATION MESSAGE
King County has set a requirement that all county employees be fully vaccinated by October 18, 2021. To meet this requirement, employees must have received their second shot of a Pfizer or Moderna vaccine, or first shot of a Johnson & Johnson vaccine, by October 4, 2021, and provide verified proof of vaccination. Information on where to get a shot and answers to frequently asked questions about the vaccine can be found at www.kingcounty.gov/vaccine.
ABOUT THE DEPARTMENT
King County is the local service provider for the roughly quarter-million people who live in the unincorporated areas of the county; taken together, Unincorporated King County would be the second-largest city in the state. The Department of Local Services includes a Director's Office with a Community Service Area group, and the Road Services and Permitting Divisions. Together, this department provides a single executive point of accountability for delivery of local services to all of the unincorporated areas.
The King County Road Services Division designs, builds, operates and maintains roads and bridges in unincorporated areas of King County in an efficient and environmentally responsible manner to protect the public's investment and facilitate safe travel. The division is committed to ensuring the county's transportation system is safe and efficient for all uses and modes of travel. The Division is responsible for 1,500 miles of road and 182 bridges, 5.7 million feet of drainage ditches, over 44,000 traffic control signs, 78 traffic signals, and 50 traffic cameras in unincorporated King County.
ABOUT KING COUNTY
Forbes recently named King County as one of Washington State's best employers.
Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
COMMITMENT TO EQUITY AND SOCIAL JUSTICE
King County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.
To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx
FOR INFORMATION: If you have any questions regarding this job announcement, please contact Arlecier West at arwest@kingcounty.gov or (206) 263.3216.
PLEASE NOTE: This recruitment is for the purpose of creating a list of the most competitive candidates who may be asked to fill permanent and temporary positions. This list will remain effective for one (1) year from the date it was created.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.