Customer Service Specialist III - Special Duty
- Summary
The Solid Waste Division (SWD) of King County Department of Natural Resources and Parks is seeking applications from qualified King County employees for a special duty assignment as a Field Customer Service Specialist (Customer Service Specialist III). This position is responsible for providing customer service that typically involves receiving and handling inquires and/or complaints and responding to information requests involving specialized and/or technical services and programs for customer concerns at the Transfer stations and Cedar Hills Regional Landfill. This position will also be a liaison between customer service in field locations and the King Street Center.
The Field CSS will be responsible for various duties at transfer stations all around King County in addition to being able to staff the Front Desk receptionist area in the downtown location. As such they will be required to commute to various locations.
Who May Apply: This position is open to all qualified King County employees. Currently, this position is not open for external candidates.
Work Location: Varied, throughout King County at Solid Waste Division sites.
Work Schedule: This special duty assignment is full time and will work a 40 hour work week, Monday through Friday. This position is overtime eligible. The person in this position may be required to work extended and/or flexible hours to respond to service needs. This assignment is expected to last six (6) months.
Forms and Materials required: Applicants must submit a (1) King County Application and a (2) letter of interest. The letter of interest should detail your background and describe how your education and/or experience meets the qualifications and has prepared you to perform the essential functions of the job.
About the Solid Waste Division: The Solid Waste Division (SWD) provides garbage transfer, disposal and recycling services for residents and businesses in all of King County, except for Seattle and Milton. SWD also provides hazardous waste disposal options and recycling education programs for its residents and small businesses. Beyond collection and processing, a vibrant healthy market for recycled material is paramount to the success of the solid waste system. SWD's service area has a population of about 1.4 million, or approximately 70 percent of King County's population as a whole. Most of the customers live in incorporated areas of the county. King County customers dispose of more than 920,000 tons of solid waste each year.
Examples of Job Duties:- Provide authoritative program-specific information that requires interpretation of established policies, procedures, codes, regulations and other relevant sources for internal and/or external customers.
- Interview internal and/or external customers for feedback about Solid Waste services and using Microsoft Dynamics Customer Relationship Management (CRM), enter the data for tracking purposes
- As needed, provide training to co-workers and internal customers
- Determine validity, correctness and completeness of information received.
- Make presentations and training to varied audiences
- Back-up coverage for King Street Center front desk
- An eagerness to learn and grow in this Special Duty to further develop existing competencies
- Demonstrated working knowledge of SWD programs and services in King County
- Customer service skills in person and via telephone (discretion, patience, etiquette, professionalism)
- Excellent communication, interpersonal, and facilitation skills
- Skill in prioritizing work load and adapting to changes in work load demand
- Skill in maintaining confidentiality of sensitive matters
- Skill in making presentations to groups
- Skilled in the use of word processing and spreadsheet software
- Ability to travel to various Solid Waste locations expeditiously
Our Most Competent Candidate Will Also Have:- Demonstrated experience working with the Microsoft Customer Relationship Management (CRM) software
- Demonstrated experience in gathering data and reporting on program services
- Demonstrated ability to deal with a high volume of calls and customer service concerns in an environment with a high level of distractions.
- Bilingual, preferably in Spanish
Contact Information: Please direct questions about this recruitment to Prakash Meloot, Senior Human Resource Analyst at Prakash.meloot@kingcounty.gov.
King County offers a highly-competitive compensation and benefits package to all eligible employees. These benefits include county-wide paid medical, dental and vision coverage for yourself and all eligible dependents (spouse/state-registered domestic partner and children) who you enroll. Benefit eligible positions include -- Career Service, Career Service Exempt, provisional and term-limited temporary (TLT) employees working 20 hours/week or the equivalent of half-time or greater. These benefits become effective on the first calendar day of the month following the month in which the employee is hired; except if the employee's hire date is the first calendar day of the month, benefits begins on the day of hire.
More information about employee benefits is available on the county's website at: http://www.kingcounty.gov/employees/benefits.aspx
County Paid Benefits Include:
- Health Insurance (choice of several plans)
- Dental Plan
- Vision Plan
- Life Insurance -- lump sum equal to annual base salary
- Accidental Death and Dismemberment (basic and enhanced)
- Basic Long Term Disability (LTD) -- replaces 60% of earnings after 180-day waiting period
- Bus pass and other alternative transportation incentives
- Employee Assistance Program
- Making Life Easier Program
Holidays: 10 paid holidays per year plus 2 additional floating holidays administered through the vacation plan.
Vacation with Pay:
first 6 months of employment)- Beginning of year 6: accrual at 15 days per year
- Beginning of year 9: accrual at 16 days per year
- Beginning of year 11: accrual at 20 days per year
- Beginning of year 17: accrual at 21 days per year
- Beginning of year 18: accrual at 22 days per year
- Beginning of year 19: accrual at 23 days per year
- Beginning of year 20: accrual at 24 days per year
- Beginning of year 21: accrual at 25 days per year
- Beginning of year 22: accrual at 26 days per year
- Beginning of year 23: accrual at 27 days per year
- Beginning of year 24: accrual at 28 days per year
- Beginning of year 25: accrual at 29 days per year
- Beginning of year 26: accrual at 30 days per year
Sick Leave is accumulated at the rate of one day per month. There is no restriction on the amount of sick leave that can be accumulated and carried over to subsequent years. At retirement an employee will be paid 35% of their unused, accumulated sick leave. Non-represented employees and employees in certain bargaining units will receive this benefit as a payment to a VEBA account, which pays for post-retirement health benefits on a pre-tax basis.
Other leaves include:- Bereavement Leave (up to 3 days/year)
- Military Leave
- Family Medical Leave
- King County Medical Leave
- Jury Duty Leave
- Organ Donor Leave
- Executive Leave (for eligible FLSA-exempt employees)
Voluntary Benefits -- available at employee option and at employee expense- Deferred Compensation Plan (no employer match) IRS 457 Plan
- Enhanced Long Term Disability -- reduce waiting period/increase monthly
- benefit
- Additional Life Insurance -- 1 to 4 times your base annual salary for yourself and 50% of your enhanced amount for your spouse/domestic partner; and $10,000 for each child
- Additional Accidental Death and Dismemberment coverage for employee and family
- Credit Union membership
- Flexible Spending Accounts – Health and Dependent Care
- HRA Voluntary Employee Beneficiary Association (VEBA) Trust upon retirement
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.