Customer Services Coordinator Lead
- Summary
King County Metro Transit is looking for a Lead Customer Service Coordinator to perform a lead role in the operations of Metro's Pass Sales Office, where we provide several services to meet the fare media needs of the Puget Sound Region.
This recruitment will be used to fill an immediate career service position and may be used to fill a Special Duty Assignment (SDA) that could last up to 6 months, AND create an eligibility pool to fill future career service, term-limited temporary and/or special duty assignments that may occur in the next 12 months.
This position will oversee the daily operation of the Pass Sales Office and help supervise Senior Accounting Representatives and Pass Sales Representatives. The successful candidate will have:
- Strong communications skills,
- A customer-focused approach,
- A commitment to helping to build and strengthen teams, and
- Experience in effective problem-solving.
Who May Apply
This position is open to the public and all King County employees.
Work Schedule
This position is exempt from the provisions of the Fair Labor Standards Act, and therefore not eligible for overtime pay. The workweek is normally 8:00 a.m. – 5:00 p.m. Monday through Friday, but flexible work schedules are encouraged and may be requested.
Forms and Materials Required
A King County employment application form, and answers to the supplemental questions are required. A letter of interest summarizing your qualifications and interest in this position is highly recommended, but not required.
An Employer to Be Proud Of
King County Metro Transit is a regional leader in helping people move quickly throughout the region, reducing commuter stress, greening the environment and radically improving urban air quality, by providing comfortable, effective transit services for the thousands of commuters and other residents of King County, Washington. Working for Metro means working for a leader in this nation's public transportation industry.
Competitive Benefits
King County provides our employees with a free transportation pass (good on Metro, Pierce, Community and Sound Transit) and a generous benefits package, (see Benefits tab for more details).
For more information regarding this recruitment, please contact:
Mara Cardenas
Senior HR Advisor
Mara.cardenas@kingcounty.gov
206-477-2358- Job Duties
- Lead the daily operations of the Pass Sales Office.
- Closely coordinate and collaborate with other leads in the Pass Sales Office and in Fare Media Sales section 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 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.
- Supervise others in the preparation of, or, prepare written responses for signature of superiors.
- 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.
- Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse and inclusive work environment and support diversity and inclusion goals.
- 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 pass 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
Experience managing or leading work groups, programs or projects. Additional qualifications include:
- Leadership experience in a retail environment or customer service operations.
- Understanding of the King County Metro 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 including,
- Staff and management
- Elderly and disabled persons
- Angry and/or difficult individuals
- Customers with limited English proficiency
- Must be able to work well with others as part of a team and demonstrate excellent verbal communications and interpersonal skills
- Must have demonstrated skills in working under stressful conditions
- Must have excellent oral and written communication skills, including ability to write memos, create reports, and compose letters to customers.
- Ability to foster positive, proactive work relations in a diverse, collaborative work environment.
- Ability to effectively engage in and sustain relationships with people from diverse cultures, professional backgrounds, and socio-economic backgrounds.
- Ability to demonstrate behaviors that include fairness, respect, inclusiveness, integrity, and ethical conduct.
- Skill in analysis and problem solving.
- Demonstrated knowledge of developing and utilizing tracking systems, data collection, and statistical reporting.
- Knowledge of basic accounting principles and demonstrated skill in applying them.
- Dependability and reliability, including an excellent attendance record.
- Demonstrated skill in planning and setting priorities.
- Demonstrated skill in training, teaching and providing lead direction to others.
- Demonstrated skill in operating a personal computer including but not limited to utilizing a broad scope of office email functions with proficiency in Excel, Word and MS Outlook or Exchange.
- Strong detail orientation.
- Demonstrated work experience with Metro Transit fare media sales, including ORCA.
- 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
- Ability to effectively engage in courageous conversations
- Supplemental Information
Application Process
Applicants should complete all required materials (see note above) and an application at www.kingcounty.gov/jobs, which includes the Supplemental Questions. NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs listed (listing each position for each employer separately), duties explained, reasons for leaving, etc. Your job history in the employment application should go back ten years (if you have ten years of employment). Earlier jobs should be included if they are relevant in some way to this job. If you have questions about this, please contact Mara Cardenas as stated above. Applicants who are unable to apply online should follow the instructions under Tips On Applying 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, Mara Cardenas, at mara.cardenas@kingcounty.gov.
Selection Process
Applicants will be screened for qualifications. Screening will also take into account the completeness of the application materials. The most competitive candidates from this review may be invited to participate in an interview, computer skills testing, and/or a written exercise. Finalists may move on to additional interviews. Final offers are contingent on successful completion of reference checks.
Oral Board Interviews are tentatively scheduled for the week of July 29, 2019.
Union Membership
This position is represented by Professional and Technical Employees Local 17, Professional and Technical bargaining unit.
Class Code: 223501
King County Metro Transit is an Equal Employment Opportunity Employer and values diverse perspectives, life experiences, and differences. King County Metro encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, people of all ages, and veterans. We are committed to being equitable and fair in providing equal access to opportunities for all.
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
02Are you a current King County career service or term-limited-temporary employee?- Yes
- Np
03If you are a current King County employee, please indicate below which union you belong to. If you are not a King County employee, or are a King County employee not represented by a union, please put "N/A".04Please indicate the types of employment you are interested in being considered for. Please select all that apply.- Career Service
- Term-Limited Temporary
- Special Duty Assignment (Acting)
05Please select which minimum qualifications, if any, you possess for this position.- Leadership experience in a retail environment or customer service operations.
- Understanding of the King County Metro fare media products, including ORCA.
- Must be able to work well with others as part of a team and demonstrate excellent verbal communications and interpersonal skills
- Must have demonstrated skills in working under stressful conditions
- Must have excellent oral and written communication skills, including ability to write memos, create reports, and compose letters to customers.
- Ability to foster positive, proactive work relations in a diverse, collaborative work environment.
- Ability to effectively engage in and sustain relationships with people from diverse cultures, professional backgrounds, and socio-economic backgrounds.
- Ability to demonstrate behaviors that include fairness, respect, inclusiveness, integrity, and ethical conduct.
- Skill in analysis and problem solving.
- Demonstrated knowledge of developing and utilizing tracking systems, data collection, and statistical reporting.
- Knowledge of basic accounting principles and demonstrated skill in applying them.
- Dependability and reliability, including an excellent attendance record.
- Demonstrated skill in planning and setting priorities.
- Demonstrated skill in training, teaching and providing lead direction to others.
- Demonstrated skill in operating a personal computer including but not limited to utilizing a broad scope of office email functions with proficiency in Excel, Word and MS Outlook or Exchange.
- Strong detail orientation.
- I do not meet any of the minimum qualifications
06Please briefly describe your skill in customer support and relations, and in the ability to communicate with diverse audiences in a tactful, diplomatic and sensitive manner. Please include in your response experience with the following: o Staff and management o Elderly and disabled persons o Angry and/or difficult individuals o Customers with limited English proficiency07Please select which desired qualifications, if any, you possess for this position.- Demonstrated work experience with Metro Transit fare media sales, including ORCA.
- 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
- Ability to effectively engage in courageous conversations
- I do not meet any of the desired qualifications
08Please indicate the below areas that you have demonstrated skill and experience with. Check all that apply. (Applicants may be tested.)- Operating a computer
- Proficiency in MS Excel
- Proficiency in MS Word
- Proficiency in MS Outlook or Exchange
- None of the above, but I'm willing to learn
Required Question