Customer Service Coordinator
Customer Service Coordinator
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Job Description
Summary
Learn how Learn How Metro Connects you with What Matters
*THIS INTERNAL POSITION IS OPEN TO CURRENT KING COUNTY EMPLOYEES ONLY.Applications from the public are not being accepted at this time.*TheMobility Division within theMetro Transit Department (MTD) is seeking an experienced collaborative and customer-focused Customer Service Coordinator. Come help shape the future of transit customer service.King County Metros Customer Information Office (CIO) is seeking aCustomer Service Coordinatorto lead professional development training and resource management for our dynamic high-performingCallCenterand Lost and Found Transitcustomer service team.This full-time position plays a key role in enhancing staff capabilities improving the customer experience and ensuring consistent delivery ofaccurateequitable and efficient service across multiple platforms.
TheCustomer Service Coordinatorwill drive initiatives that support training team growth and service quality. As a strategic liaison between front-line staffother King County Departmentsand leadership this individual will lead efforts in:
Training and Development:Assessing staff training needs and developing tailored learning programs and materials.
Resource Creation and Management:Designing standardizing andmaintaininginternal tools and job aids to ensure accuracy and usability.
Professional Growth:Creating andpresentingregular team development sessions and onboardingtraining classes.
Process Improvement:Supporting continuous improvement efforts and promoting best practices across the team.
Cross-Department Collaboration:RepresentingtheCustomer Information Office (CIO)in interdepartmental projects and aligning resources with Metros broader goals.
About the Customer Information Office (CIO)The CIO provides essential support to Metro and regional transit riders via phone email voicemail and mail. Our team:
Answers questions about routes schedules fares and service disruptions.
Handles commendations complaints and service requests.
Tracks and processes lost and found itemsincluding hazardous materials.
Troubleshoots and loads passes onto ORCA cards and sells fare media by phone.
Supports users of the Transit Go Ticket app and ORCA card system.
As customer expectations and systems evolve so does our team. This new Coordinator position is critical to sustaining the high-quality service our customers deserve.
Job Duties
ApplyingEquity and Social Justiceprinciples is a daily responsibility and a foundational expectation for all King County this role you will apply equity and social justice principles to all aspects of the this role you will apply equity and social justice principles to all aspects of the work.
As a Customer Service Coordinator you will:- Support and implement ORCA system changes and upgrades to ensure smooth operations.
- Provide training and guidance on recent system enhancements including the C3 Salesforce interface.
- Facilitate classes and workshops on Metro systems used by specialists to assist customers via phone mail and email.
- Deliver ongoing refresher training to staff on Metro processes and procedures.
- Coach and mentor staff to maintain high standards of customer service across all communication channelsphone email mail and in person.
- Regularly review update and maintain training materials and process documents to ensure the most current versions are in use.
- Demonstrates the ability to work independently while managing tasks efficiently and meeting deadlines.
Experience Qualifications Knowledge Skills
Minimum Qualifications
Werelooking for someone who brings:
Minimum of two years experience working in a Customer Information Office (CIO) or call center environment.
Experience developing and delivering training materials in avirtual or in-personofficesetting.
Excellent communication and facilitation skills with a talent for translating complex informationintowaythatseasy to understand and grasp.
Strong collaboration skills and the ability to lead cross-functional efforts.
A proactive solutions-oriented mindset with a commitment to equity learning and service excellence.
Familiarity with transit operations and customer service functions is a plus.
Why Join Us
At Metro we are committed to equity access and continuous improvement.Youllwork with a passionate team serving a diverse customer base in a fast-paced impactful environmentwhile helping build the tools and training that keep us moving forward.
Be part of a teamthatsdriving changeapply to become our Customer Service Coordinator today.
Supplemental Information
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.
- Completed Resume
- Cover Letter detailing your background and describing how you meet or exceed the requirements.
- Complete the supplemental questions
Work Schedule:
This position is non-exempt from the provisions of the Fair Labor Standards Act and overtime eligible. Employees are paid on a bi-weekly schedule every other Thursday. Work hours are comprised of a 40-hour workweek within core hours of workday normally 6:00 a.m.-6:00 p.m. Monday through Friday.
Union Representation
This position is represented by PROTEC-17. / 223401 (Customer Services Coordinator)
Work Location:
This position will be located in the King Street Center Building- 201 S Jackson St Seattle WA 98104.
Who May Apply:
This position is open to current King County employees only.
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 on able 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: William Herbert -HR Analyst
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 ourTrue Northwe 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.
Required Experience:
IC
Employment Type
Full-Time
