Transit Customer Service Specialist SDA (C2 : PTE L17-Transit Admin Support)
- Summary
- Learn how Metro connects you with what mattersA Transit Customer Service Specialist special duty assignment (SDA) is available in the Mobility Division, Customer Communications & Services section beginning September 2020 for 3-12 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.
**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**
- 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 a 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 and the web-based transaction processor CyberSource. Process reversal transactions as directed. Confirm amounts owed for failed payment transactions and request repayment in accordance with regional and King County policies
- Maintain 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
- 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
DESIRED QUALIFICATIONS- Two or more years of knowledge and experience assisting customers with the regional ORCA smartcard system and payment methods
- 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
- Supplemental Information
Ready to apply?
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.
Application Process
If you are interested in pursuing this position, please follow the application instructions carefully. Detailed experience should be included for each position listed on the application – 'Refer to resume' is not an acceptable response and may deem your application incomplete. Applicants who are unable to apply online should follow the instructions under Application FAQs at www.kingcounty.gov/jobs.
The answer to supplemental question 1 should clearly describe how your education, training and work experience meet the position qualifications and why this position would be consistent with your career interests.
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.
Selection Process
A selection process will be used to determine the most qualified candidates. This process may include the following: a review of application and supplemental questions, testing and/or a panel interview and references. 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.
Work Schedule
This position is non-exempt from the provisions of the Fair Labor Standards Act and is eligible for overtime pay. Work schedule is normally Monday through Friday, 40-hour work week. Variations may be required depending on the demands and needs of the work.
Union Membership
The position is represented by Local 17 Transit Admin Support
Class Code
435101
For more information on this recruitment, please contact the recruiter:
Deandra Stanley, PHR|MBA
destanley@kingcounty.gov
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.
-
01Letter of Interest. Please include a letter of interest including details on how you meet or exceed the knowledge, skills and abilities for this position and your experiences as it relates to the primary job functions and desired qualifications. Please cite specific examples of experience relevant to this assignment. Please do not include your name or any other identifying information in your answer to this question. Including identifying information in your response may cause your application to be excluded from consideration.02Are you applying to this position as a Priority Placement Program Participant and is this position the same or lower percentage of FT 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
Required Question