Customer Service Specialist II (On Call)

King County   Renton, WA   Full-time     Call Center / Customer Service
Posted on November 16, 2022
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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.

To be considered for this opportunity, you must at a minimum, demonstrate knowledge, skill and ability to:
Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.  

  • 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’d love to hear form people with: 
  • 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.
  • Experience with database applications.
  • Excellent oral and written communication skills.
  • 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.
DESIRED QUALIFICATIONS:
  • Knowledge of Road Maintenance terminology. 
  • Knowledge of King County geographic area. 
  • Experience working in a Public Works environment.
  • Experience in the use of computers and Microsoft applications to include, but not limited to MS Outlook Word, Excel, and the Internet.
NECESSARY REQUIREMENTS:
  • Ability to report to work during inclement weather.


Supplemental Information

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.

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. 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 values--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. 

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 185 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.
 
COMMITMENT TO EQUITY AND SOCIAL JUSTICE
As the only jurisdiction in the world named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures.
 
We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all - in our workplaces and our communities. With this commitment, King County has adopted a pro­ equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts.
 
King County values diverse perspectives, life experiences, and differences. The Department of Local Services encourages people of all backgrounds to applyincluding people of color, immigrantsrefugeeswomenLGBTQ+people with disabilitiesand veterans.
To learn more, please visit http://www.kingcounty.gov/elected/executive/equity-social­ justice.aspx
 
Covid-19 Vaccination Requirement
As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation. This directive applies to employees in the Executive branch*, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office.

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. 

Are you ready to APPLY?
The recruitment for this position is open to all applicants. A completed King County Application is required. We highly recommend that you also provide a cover letter and resume.
 
If you have any questions, please contact Megan Rulien, HR Analyst, by e-mail at megan.rulien@kingcounty.gov or by phone at (206) 263-8150. 

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
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.

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.

01
Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? Do you possess the skills and abilities to qualify for this position?
  • Yes, I was given a layoff notice from my role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
  • No.
02
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff

Required Question