ORCA Autoload Collector (Transit Customer Service Specialist)
- Summary
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**This assignment is open only to career service employees in the Mobility Division - Customer Communications & Services section
who have completed their initial King County probation period**
A Transit Customer Service Specialist (ORCA Autoload Collector) special duty assignment (SDA) is available in the Mobility Division, Customer Communications & Services section. This assignment is scheduled to start this summer and end in the spring of 2022; the duration of this assignment is approximately 8-months. This assignment is normally located in the King Street Center, 201 S Jackson St, Seattle, Washington. During the extended telework requirement, most of these duties can be performed from home; a dependable internet connection is required.
- Job Duties
Applying equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work is a daily responsibility and a foundational expectation for all King County employees. As an ORCA Autoload Collector (Transit Customer Service Specialist), you will:
- Make between 40-60 outgoing collection calls to customers every weekday to collect on unpaid ORCA (One Regional Card for All) autoload credit card transactions
- Answer incoming customer telephone calls about ORCA autoload, declined autoload credit card transactions, bad checks and credit card chargebacks
- Research and retrieve information on bank card problems using the online ORCA database. Process reversal transactions as directed. Confirm amounts owed for failed payment transactions and request repayment in accordance with regional and King County policies
- Maintain an electronic list of promised payments
- Respond to customer queries for information on and interpretation of regional Orca autoload policy and procedure
- Cancel customer autoload agreements and block products on Orca cards in the online Orca database according to regional policy and procedures
- Document and maintain tracking systems on all customer contacts, autoload cancellations and blocked products
- Identify, document and report on apparent inconsistencies or errors in the ORCA software
- Perform other duties as assigned.
- Experience, Qualifications, Knowledge, Skills
- Demonstrated experience in maintaining customer confidentiality
- Strong customer service skills with the ability to handle upset or difficult customers in a courteous and professional manner
- Strong, positive interpersonal, conflict resolution and problem-solving skills
- Ability to communicate clearly and concisely, both orally and in writing
- Knowledge and experience assisting customers with the regional ORCA smartcard system and payment methods
- Skill in operating a personal computer to perform data entry and retrieval tasks using web-based applications, SharePoint, Excel, Word and online databases
- Experience working and successfully communicating with a diverse population of staff and customers
- Detail-oriented
- Skill in meeting deadlines and prioritizing work while maintaining productivity
- Ability to work both independently and as part of a team
SUPPLEMENTAL INFORMATION:
Who May Apply
This opportunity is open to King County Metro Transit Mobility Division - Customer Communications & Services section employees who have completed their initial King County probation period only.
Work Schedule
The work schedule is normally Monday through Friday with a 40-hour work week. Variations may be required depending on the demands and needs of the work. The anticipated regular work schedule will be 8:00 a.m. – 5:00 p.m., with some flexibility.This position will mostly be performed via teleworking while the County requirement for such work remains in place. This position is subject to the provisions of the Fair Labor Standards Act, and is therefore eligible for overtime pay with supervisor approval.
TEMPORARY TELECOMMUTING REQUIREMENT
The work associated with this position will be performed through a combination of teleworking complemented with onsite work and meetings as needed. 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.
Forms and Materials Required
Your letter of interest along with your resume will be used to evaluate your competitiveness for this opportunity. Letters of interest should be no longer than two pages and should speak to why you want this position, what strengths you would bring to the position, and how you meet the required qualifications. Please speak also to how your work experience to date demonstrates your ability to be successful in this position.
Application Process
If you have questions about the application process please contact Mara Cardenas. Applicants who are unable to apply online should follow the instructions under Tips On Applying at www.kingcounty.gov/jobs.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.
DESIRED QUALIFICATIONS- Two or more years of knowledge and experience assisting customers with the regional ORCA smartcard system and payment methods in the back office
- Knowledge and experience with collections
- Knowledge and experience with credit card systems, electronic banking systems and PCI –payment card industry standards
- One or more years of customer service experience with the public
- Ability to provide technical customer service support via phone and email, and translate information from technical terms into terms easily understood by a diverse customer base
Selection Process
Your letter of interest, cover letter and responses to the supplemental questions will be screened for qualifications and competitiveness for this position. The most competitive candidates will be invited to proceed to the next stages of the selection process. The selection process may consist of any or all of the following: a review of resume and letter of interest, a screening phone interview, a panel interview, and/ or a final interview with the hiring manager. Reference checks will be conducted. In addition, an acting appointment would be dependent on the approval of your current supervisor/manager. Transit management will make the final selection of candidate to be placed into the acting assignment.
Union Membership
This position is represented by PROTEC 17 (C2-Transit Admin Support)
Class Code435101 – Transit Customer Service Specialist
For more information regarding this recruitment, please contact:
Mara Cardenas
Senior Talent Advisor
Mara.cardenas@kingcounty.gov- 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 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 a career service employee in the Mobility Division - Customer Communications & Services section who has completed your initial King County probation period? (This special duty assignment opportunity is open to internal Customer Communications & Service section employees)
- Yes
- No
02Are 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.
03If 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 layoff04How many years of customer service experience do you have?- Less than 2 years
- 2 to 4 years
- 4 or more years
05Do you have experience working with the ORCA smartcard system?- Yes
- No
06What computer programs are you proficient in using? Please check all that apply.- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Internet
- None of the above
07Have you attached the required letter of interest and resume?- Yes
- No
Required Question