Customer Service Specialist IV
- Summary
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 Creative Economy Film production initiatives, supporting FMD Customer Care operations, and working on a Customer Care team with common goals. This position will work closely with the trades, maintenance planners, and other King County entities. This position will report directly to the Customer Services Coordinator, and will each have responsibility over building groups which are regionally defined. This is an exciting opportunity to join a reorganized group!
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.
What is King County Creative Economy?
The Creative Economy Initiative
King County has long been home to artists, filmmakers, musicians, union crews, and content creators who help make this region culturally vibrant and economically strong. The Creative Economy Initiative is focusing on Film and Music in particular as key elements of our creative economy.
Film and Television Production
King County has long been a home for filmmaking. But our state tax incentives and local infrastructure has not remained competitive with our neighbors to the north and south, making it difficult to attract films. King County will work to improve our edge, generate jobs and stimulate business in the local economy through film.
King County’s Creative Economy Initiative (King County Creative) has three primary goals:- Leverage King County resources and assets to equitably grow the regional film industry
- Leverage King County resources and assets to equitably grow the regional music industry
- Work to preserve artistically generative spaces throughout King County
Home - King County Creative
Why it's worth working for King County?
http://kingcounty.gov/audience/employees/careers/why-work-here.aspx
- Job Duties
To be considered for this opportunity, you must ,at a minimum, possess the skills and ability to:
- Demonstrate experience in providing excellent customer service to internal/external customers.
- Demonstrate experience in creating an excellent customer service culture.
- Demonstrate an understanding of facility management including preventive maintenance, corrective maintenance, project work, and building systems.
- Demonstrate strong experience using Computerized Maintenance Management Systems (CMMS).
- Provide on-site support to film studio management and Executive Office Creative Economy staff throughout duration of production.
- 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.
- Act as the first point of escalation for customer service issues.
- Perform administrative support tasks such as data entry, email and document records management, mail sorting, and filing.
- 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.
- Conduct performance evaluations, monitor work quality and quantity. Establish performance metrics and coach/counsel and mentor based on metrics. Discuss individual performance with employees and recommend a training or development plan, issue written reprimands and letters regarding disciplinary actions when necessary. Conduct investigations and compose documents.
- Perform other duties as assigned.
- Experience, Qualifications, Knowledge, Skills
WE ARE LOOKING FOR CANDIDATES WHO HAVE:
- Knowledge of report writing and graphic display.
- Knowledge of contract management.
- 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 or other functions as required.
- Skill in using (CMMS), data collection and 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.
- Skill in business writing/correspondence.
- Possess IFMA credential(s) such as a Facility Management Professional (FMP).
- Experience which shows a progression of increasing responsibility in leading teams.
- Experience with film production support.
- Change management experience.
- Ability to work with little supervision.
- Ability to successfully lead a team through ambiguous situations.
- Supplemental Information
POSITION INFORMATION/NECESSARY REQUIREMENTS:
- This recruitment is open to all qualified candidates.
- Work locations: Harbor Island Studio, 3235 16th Ave SW Seattle, WA 98134 and King County Administration Building, 500 4th Ave, Seattle, WA 98104.
- Normal work hours: Monday – Friday, 8:00 a.m. – 4:30 p.m. (May vary dependent on film production support).
- 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.
This excellent opportunity to join King County government is open to all applicants. The position is open until filled, but applications received by Wednesday, October 19 at 11:59 PM will be considered first.
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 any questions about this, please contact Jessica Mango at Jmango@kingcounty.gov or 206-477-9082,
SUPPLEMENTAL INFORMATION
The selected candidate must complete an annual Financial Disclosure Statement in accordance with the King County Code of Ethics, as well as successfully pass a thorough background investigation conducted by the Department of Adult and Juvenile Detention.
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
King County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.
As a condition of employment, prior to a final offer of employment, you will be required to:- submit proof of vaccination, or
- have an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.
People are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of a vaccination approved by the Center for Disease Control and Prevention (CDC).
The Executive Branch includes 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 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
- 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.
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01Are 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.
02If 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 layoffRequired Question