Metro Transit Customer Information Office (CIO)– Chief of Customer Services
- Summary
- This position is open to King County career service employees only.
The Metro Transit Customer Information Office (CIO) – Chief of Customer Services position will manage day-to-day operations, workflow, staffing and personnel issues equipping and supporting front-line customer service teams in a fast-paced environment of changing information, complex systems and multiple technical tools. The Chief of Customer Services will respond to a broad range of internal and external customer concerns, requests and escalated issues as the liaison and point of contact for other operations, programs and services within Metro and the County that interact with the CIO. Working with CIO Leads and Seniors, the Chief ensures that staff have the information, resources and support needed to provide timely, accurate and courteous customer service for Metro Transit’s mobility services, programs and fare media.
This position requires acute internal and external customer focus, excellent verbal and written communication skills, the ability to create and lead engaged teams, effective collaboration with a wide range of Metro work groups, and skills in using data to drive continuous improvement. This role requires someone who has experience coaching, mentoring and managing/developing front-line support. This position is designated mission critical and is expected to report to work in emergency and/or emergent crisis situations on days and times as business needs determine.
Work Schedule
The Metro Transit Customer Information Office (CIO)– Chief of Customer Services position is exempt from the provisions of the Fair Labor Standards Act, and is not eligible for overtime pay.
The base hours for this position are generally 8:00 a.m. – 5:00 p.m. Monday through Friday, but this position may at times work a flexed schedule to provide staff support during business hours, currently 6:00 a.m.- 8:00 p.m.
Work Location:
This position will be located in the King Street Center Building - 201 S Jackson St, Seattle, WA 98104, but is currently eligible for telecommuting during the current COVID-19 pandemic most of the time. Duration of telecommuting period is dependent upon guidance from County leadership; the current timeframe is through at least July 5, 2021.
**The person in this role may be requested to work on-site at KSC one to two days per week in the leadership rotation to support Lost and Found Office staff and to assist with office-based customer service tasks.
Temporary Telecommuting Requirement
The work associated with this position will be performed remotely, at least through July 5, 2021 in compliance with King County’s telecommuting mandate. Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours. Employees must reside in WA state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. There will be situations where the employee is required to report to a County worksite. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required by the department in alignment with the Public Health Directive from the Seattle & King County Public Health Officer.
To support employees during this time 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. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
Application Process
Applicants are required to submit the completed online application at www.kingcounty.gov/jobs and answer the supplemental questionnaire. A resume and cover letter are highly recommended.
Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs. If you need an accommodation in the recruitment process or an alternate format of this announcement, please inquire directly with the Human Resources contact for this job announcement.
Selection Process
Applicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in a written exercise and/or other testing and one or more interviews. Final offers are contingent on successful completion of reference checks.
Union Membership
This position is represented by PROTEC 17 Transit Chiefs
Class Code: 223650
For more information regarding this recruitment, please contact:
Mara Cardenas
Senior Talent Advisor
206-477-2358
Mara.cardenas@kingcounty.gov - Job Duties
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. You will:
- Manage and supervise assigned staff of approximately 30 employees by coordinating and/or performing the following personnel responsibilities: hiring selection, training, coaching/counseling on practices and policies; evaluation and documentation of work performance; engagement, recognition and motivation; recommending and/or implementing disciplinary actions; responding to grievances, recommending and/or implementing termination procedures, handling unemployment hearings and labor relations issues.
- Manage, organize, develop and monitor the goals, objectives, workflow process, workload distribution and training of the group members.
- Communicate expectations for productivity and quality of workflow and manage employee performance in alignment with those expectations.
- Cultivate a work environment that actively includes diverse viewpoints, embraces and appreciates diversity, expects and ensures mutual respect, and promotes cooperation.
- Promote the professional development of staff in a collaborative and collegial environment.
- Work with front-line staff, customers, and internal and external stakeholders to research, investigate and respond to escalated customer concerns.
- Coordinate communication about and support roll-out of varied special projects, new transit products and services, technology improvements, staff training and similar initiatives.
- Provide, coordinate and present written, verbal and visual communications to inform and engage staff with materials and knowledge necessary to provide excellent customer service.
- Analyze, recommend and establish operational policies and best practices for team success.
- Use work group performance metrics to prioritize ways to leverage technology, increase efficiency and enhance customer satisfaction.
- Manage, coordinate and/or participate in the development, implementation and evaluation of programs, policies, proposals, procedures and plans that affect CIO employees and the work they perform.
- Act as point of contact and liaison for internal requests for assistance including but not limited to customer response, issue resolution, investigative research and historical data.
- Respond to and resolve emergent operations challenges; ensure compliance with Metro and CIO operating policies and procedures, as well as applicable local, state and federal rules and regulatory requirements.
- Manage, supervise and/or participate in the response to emergencies and accidents relative to customer service programs and to sensitive incidents involving customers.
- Act as Transit Supervisor when assigned.
- Experience, Qualifications, Knowledge, Skills
EXPERIENCE, QUALIFICATIONS, KNOWLEDGE, SKILLS: - Experience in a supervisory or lead capacity that included performance coaching/feedback, mentoring, evaluating, and supporting employees in achieving goals and objectives.
- Experience engaging, motivating and managing a team of frontline staff who are engaged with customers.
- Experience interacting directly with customers through work in customer relations and/or sales.
- Knowledge of effective customer relations techniques and experience in handling escalated and/or sensitive customer service issues.
- Experience communicating effectively with multiple and diverse stakeholders, both orally and in writing and by using visual information.
- Knowledge of transit operations.
- Demonstrated commitment to improving customer experiences.
- Experience leading teams through changing business needs, conditions, and work responsibilities; responds positively to change, embracing and using new practices or values.
- Demonstrated leadership, communication, interpersonal and conflict resolution skills, including the ability to build and lead front-line teams experiencing frequently changing knowledge requirements and staff composition.
- Experience implementing employee engagement and employee development strategies within a workgroup.
- Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and to facilitate consensus.
- Knowledge of employment law as it pertains to behavior in the workplace with respect to anti-discrimination and anti-harassment.
- Knowledge of non-discrimination laws and policies relevant to the provision of Metro's products and services.
- Demonstrated proficiency in MS Excel, Word, Outlook, PowerPoint; experience using SharePoint.
- Knowledge and experience using Salesforce Customer Relationship Management system (CRM).
- Two or more years of supervisory or lead experience in a public sector, union-represented workplace or in a call center/contact center customer service environment.
- Four or more years of experience interacting directly with customers through work in customer relations and/or sales.
- Knowledge of Metro’s transit network and mobility services, and familiarity with service planning and operations functions integral to service delivery.
- Knowledge of and experience with Metro Transit customer service tools and systems including ATIS trip planning, ORCA back-office support, and Salesforce C3/A3 case management.
- Experience implementing LEAN and/or other continuous improvement concepts in work processes.
- Bachelor's degree in public administration, planning, economics, transportation, behavior science or a related field.
- Experience in conducting research and evaluation efforts.
Necessary Special Requirements
A valid Washington State driver's license within thirty days after hire, or the ability to travel throughout the county in a timely manner, is required.- 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.
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 is an equal employment opportunity employer. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workplace and 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, we are responsible stewards. We welcome and encourage people of all backgrounds to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
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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01Thank you for your interest in this employment opportunity. In applying for this job, please follow the instructions provided on filling out your employment application. Data fields provided should all be completed. This includes but is not limited to: • the education and work experience sections of your employment application (do not merely refer to your resume). • A description of each position that you have held in the last ten years. If you held more than one position with an employer, please list each job separately, showing the dates of employment in each position. You should also include jobs that are prior to the last ten years if they were relevant to your qualifications. • For each position listed, state the month and year in which you started and in which you ended it, and your reason for leaving the position. If you have been terminated from any previous jobs, please state the specific reasons why. Your application, along with your resume, will be used to determine whether you meet the qualifications and/or are competitive for this position. If you have any questions about this, please contact the HR Analyst identified in the job announcement. I have read the above statement and certify that the statements made by me on the application 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. I acknowledge I have read and understand the above information.
- Yes
- No
02This recruitment is open to King County Career Service employees only. Are you a current King County Career Service employee?- Yes
- No
03Are 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.
04If 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 layoff05Please check which minimum qualifications you meet (check all that apply). Your other application materials must reflect the qualifications that you check.- Experience in a supervisory or lead capacity that included performance coaching/feedback, mentoring, evaluating, and supporting employees in achieving goals and objectives.
- Experience engaging, motivating and managing a team of frontline staff who are engaged with customers.
- Experience interacting directly with customers through work in customer relations and/or sales.
- Knowledge of effective customer relations techniques and experience in handling escalated and/or sensitive customer service issues.
- Experience communicating effectively with multiple and diverse stakeholders, both orally and in writing and by using visual information.
- Experience implementing employee engagement and employee development strategies within a workgroup.
- Knowledge of transit operations.
- Demonstrated commitment to improving customer experiences.
- Experience leading teams through changing business needs, conditions, and work responsibilities; responds positively to change, embracing and using new practices or values.
- Demonstrated leadership, communication, interpersonal and conflict resolution skills, including the ability to build and lead front-line teams experiencing frequently changing knowledge requirements and staff composition.
- Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and to facilitate consensus.
- Knowledge of employment law as it pertains to behavior in the workplace with respect to anti-discrimination and anti-harassment.
- Knowledge of non-discrimination laws and policies relevant to the provision of Metro's products and services.
- Demonstrated proficiency in MS Excel, Word, Outlook, PowerPoint; experience using SharePoint.
- Knowledge and experience using Salesforce Customer Relationship Management system (CRM).
- I do not meet any of the minimum qualifications.
06Please check which desired qualifications you meet (check all that apply).- Two or more years of supervisory or lead experience in a public sector, union-represented workplace or in a call center/contact center customer service environment
- Four or more years of experience interacting directly with customers through work in customer relations and/or sales
- Knowledge of Metro's transit network and mobility services, and familiarity with service planning and operations functions integral to service delivery.
- Knowledge of and experience with Metro Transit customer service tools and systems including ATIS trip planning, ORCA back-office support, and Salesforce C3/A3 case management.
- Experience implementing LEAN and/or other continuous improvement concepts in work processes.
- Bachelor's degree in public administration, planning, economics, transportation, behavior science or a related field.
- Experience in conducting research and evaluation efforts.
- I do not meet any of the desired qualifications.
07I 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