Customer Service Specialist IV

King County   Seattle, WA   Full-time     Call Center / Customer Service
Posted on September 14, 2021
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Summary

King County’s Facilities Management Division (FMD) has an excellent opportunity for a Customer Service Specialist IV! The Customer Service Specialist IV will report into the Customer Services Coordinator and will have responsibility over building groups which are regionally defined. The Customer Service Specialist IV will have the opportunity to showcase their skills in facility management/facility maintenance management, customer service, customer recovery, work order management, problem solving, and coaching and mentorship. This position will work closely with the trades, maintenance planners, and other King County entities.

 

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.


 
SCOPE OF JOB DUTIES:
 In order to be considered minimally qualified for this role, you must demonstrate knowledge, skill and ability to perform the following:

  • Provide day to day overall support of the Customer Care Team.
  • Provide excellent customer service to internal/external customers including following up with customers preemptively and on a reactionary basis.
  • Act as the first point of escalation for customer service issues.
  • Demonstrate an understanding of facility management including preventive maintenance, corrective maintenance, project work, and building systems.
  • Utilize Computerized Maintenance Management Systems (CMMS) to track, prioritize and manage work orders from the Customer Care Team.
  • Assist and support with call overflow from the Customer Care Team.
  • 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.
  • Provide coaching/guidance, support, and feedback to Customer Service Specialist lll's
  • Review the processed 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 with regard to services, policies, procedures, methodology/standards.
  • Perform administrative support tasks such as data entry, email and document records management, mail sorting, and filing.
  • Develop and/or manage and support work plans and projects.
  • Perform other duties as assigned.

Union Membership: This position is represented by Teamsters, Local 117

WORK SCHEDULE:

  • Work location: King County Administration Building, 500 4th Ave, Seattle, WA 98104. This role has an option to telework 1 day/week.
  • Normal work hours: Monday – Friday, 8:00 a.m. – 4:30 p.m.

WE ARE LOOKING FOR CANDIDATES WHO:

  • Are customer focused and can respond professionally to inquiries and manage and prioritize customer needs
  • Have experience in report writing and graphic display.
  • Have an understanding of contract management and budget management.
  • Have experience in coordination, facilitation, mediation, and negotiation.
  • Have experience using computers, email, and office software in daily work (The County uses Microsoft Office including Outlook, Excel, Teams, and Word).
  • Have experience using a CMMS, data collection and statistical reporting.
  • Are capable of addressing politically-sensitive issues.
  • Have experience mentoring or teaching others.

This position is open to all applicants. Vacancies that occur in the next 12 months can be filled with this recruitment.


NECESSARY REQUIREMENTS:

  • Additional licenses, certifications and other requirements determined to be necessary to meet the business needs of the employing unit may be required.
  • Offer of employment will be contingent upon a satisfactory background check and supervisor level reference checks.

TELEWORKING

The work associated with this position will be performed through a combination of onsite work and meetings (4 days/week) and telework (1 day/week). Employees will have access to shared workspaces at various King County facilities.  Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.


Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.


King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.


WHY KING COUNTY?

  • Competitive medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
  • 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)
  • Wellness programs
  • Employee assistance programs
  • Employee giving program
  • And more! See the Benefits section of the job posting to see what else King County offers.

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.

To learn more, please visit: http://www.kingcounty.gov/elected/executive/equity-social-justice.aspx  

READY TO APPLY?
A King County application with a resume submission is required. A cover letter is recommended. 

If you have any questions, please contact Denise Lin (Talent Advisor) at delin@kingcounty.gov or 206-477-6445.

Supplemental Information

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.


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 by October 18th. 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.


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 your 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
  • 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 AND 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 AND 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. AND 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