Customer Services Coordinator Lead

The Customer Services Coordinator Lead position is a dynamic role contributing to and collaborating with the Customer Information Office (CIO) leadership team. The person selected for this position will report to the CIO Supervisor and will work collaboratively with the Chief/Acting Chief current Lead Admin and Seniors/Acting Seniors to identify and support team and customer needs for delivering excellent customer service.

The most competitive candidates will exhibit exceptional customer relations skills including skills interacting with customers with disabilities; solid knowledge of Metros mobility network and services; knowledge of CIO policies and work processes; Salesforce C3 and A3 case resolution skills; a strong knowledge of ORCA products and processes; and demonstrated leadership skills.

This recruitment will be used to fill one (1) Customer Services Coordinator Leadposition.In addition this selection process may be used to generate an eligibility pool for future career service vacancies that may occur in this classification within the Mobility Division. The eligibility pool will be retained for 12 months from the date of posting and maybe used at the discretion of the hiring authority.

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. Responsibilities include:

• Support specialists and CIO Seniors as a knowledgeable resourceful point of contact answering questions and providing resources direction and assistance to staff in handling customer requests complaints or comments.
• Supervise coordinate and/or conduct written and oral communications with internal/external customers regarding policies services programrelated matters; supervise others in preparation of or prepare written responses for signature of superiors.
• Supervise and/or lead in the development update and distribution of informational media including team communications team meeting content CIO knowledge base resources including SharePoint and Teams resources C3/A3 templates and CIO training materials.
• Supervise and/or lead in the operation and administration of programs. Lead develop manage and/or support workplans and projects.
• Promote equity through program development and by fostering an equitable diverse and inclusive work environment
• Demonstrate a commitment to equity and sustainability. Promote an equitable diverse and inclusive work environment and support diversity and inclusion goals.
• Lead and/or coordinate the development implementation and evaluation of programs policies proposals procedures and plans. Analyze recommend develop and interpret operational policies.
• Supervise and/or lead assigned staff by performing or participating in the following personnel responsibilities: training staff selection recommending and/or implementing disciplinary actions recommending termination and assisting with labor relations issues.
• Analyze inContact and Salesforce data and call center phone recordings to evaluate and document work performance formally and informally; coach counsel monitor and motivate assigned staff.
• Accept and resolve escalated customer contacts originating from phone calls web forms inperson visits and emails conveyed via internal channels.
• Review NOAs and resolve or forward them to the Chief as needed.
• Assist Senior or Admin when needed to troubleshoot and resolve minor problems with computerrelated equipment and coordinate disposition of problems with CITRS and IT to maintain service including submitting and monitoring KCIT Helpdesk tickets.
• Assist Chief with managing staffing and workflow maintaining service levels and allocating staff to respond to business needs.
• Respond to and approve staff requests for schedule exceptions consulting with Admin and Chief as appropriate.
• Meet with specialists for quarterly 11 feedback; document strengths and areas for coaching/support and follow up with training resources as needed.
• Provide positive discipline to address poor performance consistent with contractual agreements.
• Conduct short (15 minute) biweekly checkins with assigned specialists
• Coordinate with CIO Seniors and Admin to develop deliver and/or assign required training or recommended refresher training in CIO skills/systems/tools.
• Assist Chief and Supervisor in liaison/followup activities with other work units to resolve and respond to customer issues.
• Analyze extract and organize data from CIO tools and systems in support of claims legal labor relations Ombuds transit police or personnel issues as requested.

We are looking for candidates that meet the following minimum qualifications:

• Thorough knowledge of Metro Customer Information Office tools systems policies and procedures including ATIS/Trip Planning C3/A3 case resolution process and the ORCA fare payment system and issue resolution.
• Skill in customer relations techniques that exhibit consistent courtesy grace under pressure and a positive patient problemsolving attitude.
• Skill in providing customer service to individuals with disabilities.
• Demonstrated organizational skills including time management and methodical case records management.
• Demonstrated ability to lead and work collaboratively with a diverse group of individuals from a variety of different positions and backgrounds.
• Demonstrated ability to multitask and prioritize including flexibility to shift priorities as needed.
• Strong written and oral communication skills.
• Ability to lead in coaching new systems and procedures.
• Skill in using Microsoft Office applications including Word Excel PowerPoint and Outlook to perform data entry and retrieval tasks word processing functions spreadsheet functions content presentation or other tasks as required.

Desired Qualifications:

• Two or more years of experience working in the Metro Customer Information Office
• Experience leading frontline customer service teams via phonebased or inperson service.
• Experience in developing or managing customer service quality assurance programs.
• Skill in creating and delivering online and inperson customer service training.

Application & Selection Process

• A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
• Cover Letter detailing your background and describing how you meet or exceed the requirements
• Answer the supplemental questions

All the application materials will be screened for qualifications competitiveness completeness attention to detail and written communications kills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks.

Who May Apply

We are accepting applications from King County employees only.

Work Schedule

This position is exempt from the provisions of the Fair Labor Standards Act and is therefore not eligible for overtime pay. The anticipated regular work schedule will be 9:00am 6:00pm but flexibility will be required to cover leadership staff absences on occasion. This position will mostly be performed via teleworking while the County requirement for such work remains in place.

**The person in this role may be requested to work onsite at KSC one day per week in the leadership rotation to support Lost and Found Office staff and to assist with officebased customer service tasks.

Union Representation/Job Code/Grade

PROTEC17/Jobcode223501/Grade59

Work Location

This position will be located in the King Street Center Building 201 S Jackson St Seattle WA98104.

Teleworking Requirement

The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within areas that are a reasonable distance to their King County worksite to respond to workplace reporting requirements.

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: Manal Tirhi

Forbes recently named King County as one of Washington States best employers. Together with leadership and our employees were 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 nations 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 principleswe 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.