Lead Customer Service Coordinator

King County   Seattle, WA   Full-time     Administration / Clerical
Posted on January 14, 2022
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Summary

King County Metro Transit is looking for two (2) Lead Customer Service Coordinators to work in Metro’s Pass Sales Office, where we provide several services to meet the fare media needs of the Puget Sound Region.  This position will oversee the daily operation of the Pass Sales Office and perform other duties that contribute the success of the Fare Media Sales group.
 
We are accepting applications from current King County Employees only. This recruitment will be used to fill two immediate career service position and may be used to create an eligibility list to fill future career service, term-limited temporary and/or special duty assignments that may occur in the next 12 months upon creation, or until exhausted, at the discretion of the hiring authority.   

Job Duties

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. As a Lead Customer Service Coordinator, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.   

  • Lead the daily operations of the Pass Sales Office.
  • Closely coordinate and collaborate with other leads in Fare Media Sales to assure successful operations and implementation of programs, policies, proposals and procedures.
  • Participate, supervise and/or lead the development, implementation, operation, administration and evaluation of programs, policies, proposals, procedures and plans relating to the Pass Sales Office.
  • Manage technology in the Pass Sales Office, including assisting with the transition to the New ORCA system, as well as identifying and managing new technology opportunities.
  • Supervise, coordinate, and/or conduct written and oral communications with internal/external customers regarding policies, services, and program-related matters, including but not limited to public-outreach programs, presentations, orientations and reports.
  • Prepare written responses for management signature.
  • Supervise and/or lead assigned staff by performing or participating in the following personnel responsibilities: training, staff selection, recommending and/or implementing disciplinary actions, responding to grievances, recommending termination, attending unemployment hearings and assisting with labor relations issues.
  • Develop and support direct reports, including addressing concerns, supporting career development and removing barriers to individual success. 
  • Coordinate operations with internal and external stakeholders, including other workgroups in Mobility, King County and with community partners.
  • Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse and inclusive work environment and support diversity and inclusion goals.
  • Development of operations in accordance with Metro’s stated values.
  • Evaluate and document work performance formally and informally; coach, counsel, monitor and motivate assigned staff. Meet one on one with assigned staff.
  • Develop and implement business practices related to the operations of Fare Media Sales.
  • Develop and produce reports for internal and/or external distribution. Resolve internal and/or external customer conflicts relative to auditing and revenue reporting; may require policy interpretation.
  • Investigate and respond to complaints, inquiries and sensitive incidents involving customers; serve in an advisory capacity as required.
  • Organize and/or determine the distribution of fare media products/equipment to employer, cardholder and retail pass accounts.
  • Act as representative and/or advocate of the agency at various internal and/or external levels.
  • Advise and/or train internal/external customers regarding policies, services and programs.
  • Perform other duties as assigned.
 

Experience, Qualifications, Knowledge, Skills

Minimum Qualifications

  • Leadership experience in a customer focused organization
  • Demonstrated ability to work well with others and support a team’s success 
  • Demonstrated skill in working effectively and making sound decisions, even under stressful conditions 
  • Demonstrated experience promoting fairness, respect, inclusiveness, integrity, and ethical conduct in the workplace
  • Demonstrated work experience with King County Metro Transit fare media products, including ORCA
  • Demonstrated skill in customer support and relations, and in the ability to communicate with diverse audiences in a tactful, diplomatic and sensitive manner
  • Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds
  • Demonstrated skill in planning, problem solving and setting appropriate priorities
  • Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics
  • Demonstrated knowledge of developing and utilizing tracking systems, data collection and analysis, and statistical reporting
  • Demonstrated skill in training, teaching and providing effective direction to others
  • Demonstrated technical skills including but not limited to proficiency in MS Office and the ability to learn new systems
  • Demonstrated experience being a dependable and reliable team member
  • Strong attention to details, as well as the ability to see how they fit into larger goals and objectives
Desirable Qualifications
  • Supervisory experience in a customer focused organization
  • Demonstrated experience performing or participating in personnel/human resources responsibilities (e.g. training, staff selection, disciplinary actions, grievance process, etc.)
  • Fluency in language other than English

Supplemental Information

Ready to Apply? 
Submit an online employment application, with answers to the supplemental questions, completed at www.kingcounty.gov/jobs. You are also required to attach a cover letter. Your cover letter should tell us how you meet or exceed the qualifications posted and why you are interested in this position.

NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
 
Applications that are not complete, or do not include all required materials may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at: www.kingcounty.gov/jobs.

Selection Process
Application materials will be screened for qualifications, clarity, grammar, attention to detail and completeness. The most competitive applicants may be invited to participate in a one or more interviews. Reference checks will be conducted.

Work Location
The primary location of these positions is in the Pass Sales Office at King Street Center - 201 S Jackson St, Seattle. Successful applicants will have the opportunity to telework when available based on business needs.

Work Schedule
This position is exempt from the provisions of the Fair Labor Standards Act and is therefore not eligible for overtime pay. The work schedule is typically Monday through Friday, 8:00 a.m. – 5:00 p.m., but work outside of the normal workday will be required periodically.

Union Membership:  This position is represented by PROTEC17
Class Code: 223501 Customer Services Coord-Lead
Questions about this recruitment? Contact Angela Alcaraz, HR Analyst, aalcaraz@kingcounty.gov  

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
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
We are only accepting applications from current King County employees. Do you meet this requirement?
  • Yes
  • No
02
In the space below, please describe how you have demonstrated leadership at work. This may include, but is not limited to: working on a process or project with your peers, direct reports or any group you interact with as part of your work. Leadership does not need to be in a supervisory capacity.
03
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.
04
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
05
I certify that the statements made by me on the application and supplemental questions are, to the best of my knowledge, true, complete and correct. I understand that any misrepresentation or material omission of fact on this or any other document required by King County may constitute grounds for rejection, or if employed by King County, for disciplinary measures, including dismissal.
  • Yes
  • No

Required Question