Customer Service Specialist IV
King County
Pioneer Square, WA
Full-time
Call Center / Customer Service
Posted on June 2, 2023
Salary
$62,046.40 - $78,936.00 Annually
Location
Seattle, WA
Job Type
Special Duty Assignment
Job Number
2023JM19163
Department
DES - Executive Services
Division
FMD - Facilities Mgmt
Opening Date
06/01/2023
Closing Date
6/18/2023 11:59 PM Pacific
FLSA
Non-Exempt
Bargaining Unit
F1A : L117-Admin
Summary
The Facilities Management Division (FMD) is seeking one individual to join our dynamic team as a Customer Service Specialist lV.
This is a Special Duty Assignment open to current King County Employees only.
This position will afford candidates the opportunity to showcase their experience in a variety of areas, including but not limited to, facility management/facility maintenance management, providing excellent customer service to all stakeholders, customer recovery, work order management, problem solving, providing support to Customer Service Specialist lll's, and working on a team with common goals.
This position will work closely with the trades, maintenance planners, and other King County entities and will report directly to the Customer Services Coordinator. Each Customer Service Specialist IV will have responsibility over building/customer groups, which are regionally defined. You will be responsible for building a relationship and being the "go to" person for all inquiries. This is an exciting opportunity to contribute to the success of King County Facilities Management Division!
Who are we?
Through a workforce of over 300 dedicated employees, the FMD operates and manages the County's capital assets by developing and maintaining cost-conscious, sustainable, high-quality facilities, and environments. The Building Operations Section of FMD maintains approximately 3 million square feet in facilities where King County provides regional services, including the King County Courthouse and District Courts, Maleng Regional Justice Center, King County Administration Building, King County Animal Shelter, and several Public Health facilities. Our facilities range in age from 8 to 100 years, with equipment such as boilers, chillers, DDC controls, ventilation fans, pumps and compressors, and fire/life/safety systems.
Why it's worth working for King County?
http://kingcounty.gov/audience/employees/careers/why-work-here.aspx
Job Duties
Work location: King County Administration Building, 500 4th Ave, Seattle, WA 98104. Normal work hours: Monday - Friday, 8:00 a.m. - 4:30 p.m, this role is currently a hybrid position, but that could change to full time in office work.
Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.
This position is represented by Teamsters, Local 117.
How to Apply:
A completed King County application (paper or electronic) is required . We highly encourage all applicants to also provide a cover letter and resume .
If you have questions related to this recruitment process, please contact Jessica Mango at Jmango@kigncounty.gov.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
Forbes 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.
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 Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
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:
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.
$62,046.40 - $78,936.00 Annually
Location
Seattle, WA
Job Type
Special Duty Assignment
Job Number
2023JM19163
Department
DES - Executive Services
Division
FMD - Facilities Mgmt
Opening Date
06/01/2023
Closing Date
6/18/2023 11:59 PM Pacific
FLSA
Non-Exempt
Bargaining Unit
F1A : L117-Admin
Summary
The Facilities Management Division (FMD) is seeking one individual to join our dynamic team as a Customer Service Specialist lV.
This is a Special Duty Assignment open to current King County Employees only.
This position will afford candidates the opportunity to showcase their experience in a variety of areas, including but not limited to, facility management/facility maintenance management, providing excellent customer service to all stakeholders, customer recovery, work order management, problem solving, providing support to Customer Service Specialist lll's, and working on a team with common goals.
This position will work closely with the trades, maintenance planners, and other King County entities and will report directly to the Customer Services Coordinator. Each Customer Service Specialist IV will have responsibility over building/customer groups, which are regionally defined. You will be responsible for building a relationship and being the "go to" person for all inquiries. This is an exciting opportunity to contribute to the success of King County Facilities Management Division!
Who are we?
Through a workforce of over 300 dedicated employees, the FMD operates and manages the County's capital assets by developing and maintaining cost-conscious, sustainable, high-quality facilities, and environments. The Building Operations Section of FMD maintains approximately 3 million square feet in facilities where King County provides regional services, including the King County Courthouse and District Courts, Maleng Regional Justice Center, King County Administration Building, King County Animal Shelter, and several Public Health facilities. Our facilities range in age from 8 to 100 years, with equipment such as boilers, chillers, DDC controls, ventilation fans, pumps and compressors, and fire/life/safety systems.
Why it's worth working for King County?
http://kingcounty.gov/audience/employees/careers/why-work-here.aspx
Job Duties
- Assist in establishing metrics and KPI's regarding work order aging, corrective maintenance/ preventative maintenance, and tenant support (billable work).
- Prepare standard reports established by the Customer Services Coordinator.
- Understand the mission of the team and work within the Building Operations Section and its' building portfolio, utilize knowledge to assist Customer Service Specialist lll's to problem solve.
- Provide coaching/guidance to Customer Service Specialist lll's regarding information gathering
- to complete work orders. Triage work orders to ensure that intake has captured all necessary information required to move forward with work and/or projects.
- Provide technical assistance/training to co-workers, internal/external customers regarding services, policies, procedures, methodology/standards.
- Follow-up with customers preemptively as well as on a reactionary cadence.
- Managing assigned customer groups
- Act as the first point of escalation for customer service issues.
- Provide day to day overall support of the Customer Care Team.
- Assist with processing work orders and answering call overflow from the Customer Care Team.
- Prioritize and identify daily workload, provide direction and support for Customer Service Specialist lll's, assist in training of new employees and provide feedback and coaching to Customer Service Specialist lll employees.
- Develop and/or manage and support work plans and projects.
- Monitor work quality and quantity.
- Perform other duties as assigned.
- Knowledge of report writing and graphic display.
- Knowledge of budget management.
- Skill in coordination, facilitation, mediation, and negotiation.
- Skill in operating a personal computer to perform data entry and retrieval tasks and perform word-processing, spreadsheet, and Microsoft office
- Skill in using (CMMS), data collection an statistical reporting. Skill in working within the Microsoft Office Suite.
- Skill in planning and setting priorities; skill in achieving efficiencies. Skill in articulating ideas verbally and in writing for diverse audiences. Skill in addressing politically sensitive issues.
- Skill in applying customer relations techniques.
- Skill in teaching others.
- Demonstrate experience in providing excellent customer service to internal/external customers.
- Demonstrate experience in creating an excellent customer service culture.
- Demonstrate strong experience using Customer Management Software
- Excellent communication Skills
- Ability to work with little supervision
- Skill in business writing/correspondence.
- Show a progression of increasing responsibility in leading teams.
- Change management experience.
- Ability to successfully lead a team through ambiguous situations.
Work location: King County Administration Building, 500 4th Ave, Seattle, WA 98104. Normal work hours: Monday - Friday, 8:00 a.m. - 4:30 p.m, this role is currently a hybrid position, but that could change to full time in office work.
Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.
This position is represented by Teamsters, Local 117.
How to Apply:
A completed King County application (paper or electronic) is required . We highly encourage all applicants to also provide a cover letter and resume .
If you have questions related to this recruitment process, please contact Jessica Mango at Jmango@kigncounty.gov.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
Forbes 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.
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 Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.
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
- 12paid 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.