Customer Services Coordinator Lead

Summary

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This position is open to all King County Employees and the General Public.

King County Metro Transit is looking for one (1) Pass Sales Office Lead Customer Service Coordinator to work in Metro's Fare Media Sales, within the Customer Communication and Services (CCS) Section in the Mobility Division of King County Metro. Fare Media Sales provides several services to meet the fare media needs of the Puget Sound Region.

This recruitment will be used to fill one immediate career service position and to create an eligibility pool that may be used at the discretion of the hiring authority to fill future career service positions that may occur in this job classification within the next 12 months.

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.

As the Pass Sales Office Lead Customer Service Coordinator, you will also:

• Lead the daily workgroup operations, ensuring the successful operation of all Pass Sales Office functions.

• Manage and support assigned staff by performing or participating in the following personnel responsibilities: training, staff selection, scheduling, recommending and/or implementing disciplinary actions, responding to grievances, recommending termination, attending unemployment hearings, and assisting with labor relations issues.

• Cultivate a safe work environment that supports and encourages different viewpoints, embraces and appreciates diversity, and ensures mutual respect while promoting collaboration and cooperation. Develop and support direct reports, including addressing concerns, supporting career development, and removing barriers to individual success.

• Participate, supervise, and/or lead the development, implementation, operation, administration, and evaluation of workgroup programs, policies, proposals, procedures, and plans.

• Evaluate and document work performance formally and informally; coach, counsel, monitor, and motivate assigned staff. Meet one-on-one with assigned staff.

• Closely coordinate and collaborate with other leads in Fare Media Sales to ensure successful operations and implementation of programs, policies, proposals, and procedures.

• Coordinate with Administrator and Functional Analyst for procurement and to ensure workgroup needs are met.

• 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.

• Coordinate operations with internal and external stakeholders, including other workgroups in Mobility, King County and with community partners.

• Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse, and inclusive work environment and support diversity and inclusion goals.

• Develop and implement business practices related to the operations of Fare Media 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 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

• Leadership experience in a customer-focused organization.

• Demonstrated ability to work well with others and support a team's success skill in working effectively and making sound decisions, even under stressful conditions.

• Demonstrated experience promoting fairness, respect, inclusiveness, integrity, and building trust in the workplace.

• Demonstrated skill in customer support and relations and the ability to communicate with diverse audiences in a tactful, diplomatic, and sensitive manner.

• Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional, and socio-economic backgrounds.

• Demonstrated skill in planning, problem-solving, and setting appropriate priorities.

• Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics, including holding appropriate confidentiality.

• Demonstrated experience positively contributing to the workgroup's culture

• Demonstrated change management experience.

• Demonstrated skill in training, teaching, and providing effective direction to others.

• Demonstrated technical skills including but not limited to proficiency in MS Office and the ability to learn new systems.

• Strong attention to details, as well as the ability to see how they fit into larger goals and objectives.

Desirable Qualifications

• Experience running a fast-paced operation, preferably one including customer service, sales, and/or accounting functions

• Demonstrated experience performing or participating in personnel/human resources responsibilities (e.g., training, staff selection, disciplinary actions, grievance process, etc.)

• Experience managing staff in a unionized environment

• Fluency in a language other than English

Supplemental Information

Who May Apply?

This recruitment is open to the public and all County employees.

Forms and Materials Required

An online employment application, completed at www.kingcounty.gov/jobs, with employment history going back at least ten years if you have ten years of employment (or more to include all relevant experience) and a cover letter are required. The cover letter should be one to two pages, and detail how your skills and experience meet the qualifications for this position.

NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.

Applications that are not complete may be rejected as incomplete and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs. For Tips on Applying, please visit http://www.kingcounty.gov/jobs/applying.aspx.

Selection Process

Applications, including the supplemental questionnaire, will be screened for qualifications, communication skills, and attention to detail. The most competitive candidates will be invited to participate in a skills and/or writing test. The selection process will also include a panel interview(s). Reference checks will be conducted.

Work Schedule

This full-time position works a 40-hour work week. The work schedule is normally Monday through Friday, 8:00 a.m. - 5:00 p.m., but this position may require additional hours as necessary, including being on-call evenings and weekends, particularly during adverse weather events, civic events, and other emergencies. This position is exempt from the overtime provision of the Fair Labor Standard Act (FLSA) and is not overtime eligible.

Work Location

The work for this position will primarily be performed in the Pass Sales Office at King Street Center (202 S. Jackson Street, Seattle). Some off-site work may be required.

For more information regarding this recruitment, please contact:

Tracy Bylund (She/Her), Talent Advisor at tbylund@kingcounty.gov

Union Membership: This position is represented by PROTEC17: Professional and Technical Employees, Local 17

Class Code: 2230300

Forbes 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 the recruiter listed on this job announcement.