Fare Media Sales Customer Services Coordinator

This position is open to current King County Metro employees and the general public.

The Reduced Fares Customer Service Coordinators support the ORCA LIFT and subsidized annual pass programs. Coordinators enroll customers in ORCA LIFT and manage customers ORCA LIFT cards by adding electronic purse funds from different grants and assist with card replacements enrollment and renewal of LIFT cards. The subsidized annual pass program launched in late 2020 as an element of the ORCA LIFT reduced fare. Eligible customers receive an annual transit pass good for unlimited rides on: Metro; Sound Transit; Community Transit; and Everett Transit services.

Customer Service Coordinators manage ORCA card processes resolve issues and complaints via phone Teams chats and email explain program procedures and requirements and assist partner human service agencies and customers with applications and services. Coordinators will help train partner agencies attend and train at internal and external stakeholder trainings and attend Neighborhood Popup (NPU) events as needed. Also Coordinators help with ORCA card inventory with purchasing more cards preparing cards with stickers loading funds or day passes and preparing them to be shipped to partner agencies. Successful applicants will participate in team meetings and in efforts to improve the program over time. Metro developed the subsidized annual pass in consultation with customers stakeholders human service agencies and decision-makers to make transit more accessible for populations where affordability is a barrier.

Please note regarding the location:The primary location of these positions is King Street Center - 201 S Jackson St Seattle. Successful applicants will have a Monday-Friday hybrid schedule working in office at King Street Center for 3 days per week and telecommuting the remaining days. Hybrid schedules vary by work group and are subject to change based on business needs. When working in the office the Customer Service Coordinators for Reduced Fares will also be providing direct in-person customer support from the Pass Sales Office at King Street Center. This position may primarily work in office until the probation period is completed.

This recruitment will be used to fill 1 Career Service and 1 Special Duty Assignment/Term Limited Temporary addition this selection process may be used to generate an eligibility pool for future Career Service Special Duty Assignment and Term Limited Temporary vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be 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 this role you will apply equity and social justice principles that exemplify shared values behaviors and practices to all aspects of the work. You will also:

• Investigate and respond to customer complaints and inquiries.
• Produce reports for internal and/or external distribution.
• Act as representative and/or advocate for the agency at various internal and/or external levels.
• Coordinate and/or implement database processes to track potential customers and distribution. Maintain and generate system databases records and equipment inventories.
• Implement business practices to monitor customer base and enhance outreach efforts.
• Coordinate and conduct public outreach functions. Develop and deliver presentations and/or orientations to internal and external customer audiences which may include representatives from other jurisdictions.
• Analyze Create and Recommend operational policies.
• Organize the distribution of fare media and provide documentation to revenue-processing staff and internal and/or external customers.
• Update and distribute informational media.
• Implement and evaluate programs policies proposals procedures and plans.
• Perform other duties as assigned.

Reduced Fare Specific Job Duties to include:

• Manage ORCA card inventory via 2 Business Choice accounts: Work within several online databases: Customer Relationship Management (CRM) website and the ORCA LIFT Registry to research and troubleshoot cards products and processes.
• Load ORCA cards with fare media products; transfer funds between cards; prepare cards and associated materials for distribution.
• Answer incoming telephone calls/emails and return calls/emails and handle Customer Relationship Management (CRM) cases as well.
• Explain program information and resolve issues and complaints. Manage many Teams Chats to give timely information to internal and external partners.
• Respond to queries about eligibility and enrollment processes.
• Refer eligible customers to enrollment sites and ineligible customers to other Metro products and services.
• Provide technical assistance and administration to human service agencies who verify customer eligibility and enroll them in the program.
• Perform testing training and act as subject matter expert on system features and processes.
• Provide technical support for customers using their subsidized annual passes. Troubleshoot issues and explain pass features including how to load e-purse for access to other transit agencies.
• Issue replacement cards for customers. Block lost or stolen cards in the ORCA system and link replacement cards to customers in the ORCA LIFT database.
• Advise and/or train customers regarding the ORCA system.
• Work in partnership with internal and external teams to identify appropriate changes needed for continuous system process improvement and event coordination.
• Work in SharePoint to maintain records create Standard Operating Procedures (SOP) track history and provide data for reports spreadsheets and special projects.
• Supportoutreach events and other duties with the Neighborhood Pop-Up group as needed.
• Supportvarious projects including Human Service Bus Ticket-books Program (HSBTP) and other future Reduced Fare projects.

Minimum Requirements:

• 2 years of independent customer service experience where you were responsible for providing customer service support to an individual customer or team of professional technical or management staff.
• Knowledge of transit and ORCA products and Services.
• Skilled in customer service techniques that demonstrate consistent courtesy grace under pressure and a positive patient problem-solving mindset.
• Excellent customer service and interpersonal skills including ability to explain technical multi-step processes to customers and agencies who do not have a frame of reference or knowledge about these issues.
• Excellent written and oral communication skills.
• Ability to manage multiple issues simultaneously.
• Flexibility to shift focus to priority issues if necessary.
• Collaborative mindset and willingness to learn.
• Demonstrated ability to learn new systems and procedures.
• Experience working with diverse communities including individuals with disabilities elderly and people living in poverty and the agencies or businesses who serve them in the community.
• Experience using Microsoft Office applications including Word Excel PowerPoint Outlook SharePoint and Teams.
• Basic knowledge of customer relationship management software.
• Skill in establishing and maintaining effective working relationships.
• Conflict resolution problem-solving and troubleshooting skills.
• Ability to learn in-class virtually and online thru the Countys NEOGOV Learning website.

Desired qualifications:

• Demonstrated knowledge of ORCA system (i.e. experience selling loading funds or managing accounts on or Customer Relationship Management software).
• Experience administering ORCA customer support with Salesforce and/or other CRM software.
• Skilled in effectively communicating direction or guidance verbally and in writing for diverse audiences.
• Experience with Metros ORCA LIFT Registry.
• Familiarity with public transit key partners and stakeholder groups.
• Fluency in one of King Countys most frequently used languages other than English: Spanish Vietnamese Chinese Korean Russian Somali Ukrainian Amharic and Punjabi referred to as Tier 1 or Tier 2 languages in the Countys Executive Order on Translation and/or American Sign Language.
• Experience using DARe Reports and Jira ticketing system.
• Experience in Equity Racial and Social Justice (ERSJ) principles and desire for continuous learning to move these principles forward and in practice.

Physical and necessary special requirements:

• Ability to push pull and lift about 50 pounds.
• A valid Washington State drivers license within thirty days after hireORthe ability to travel throughout the county in a timely manner.

Who May Apply

This recruitment is open to current King County employees and the general public.

Required Application Materials

1. An online employment application including all relevant employment history and experience related to this role.

1. As well as responses to supplemental questions.

NOTE: Your application may be rejected as incomplete if you do not include the required application materials. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state see my resume or see my personnel file are considered incomplete and will not be accepted.

Selection Process
Applicants will be screened for competitiveness completeness and written communication skills to determine the most qualified candidates. The process may include the following: a review of the application and supplemental questions testing and/or panel interview and references. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty Assignment. Pay for SDA will be in accordance with the Personnel Guidelines or the selected employees collective bargaining agreement.

Work Location
The work associated with this position will be hybrid with a combination of teleworking and onsite work as needed. The office location is at King Street Center (201 S. Jackson St. Seattle WA). Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

Work ScheduleNormal work hours are between 8 am 5pm Monday through Friday. Alternative work schedules may be possible. This position is non-exempt and therefore is eligible for overtime pay.

Union Membership: Protec17

Job Code: Customer Service Coordinator

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: Tracy Bylund at .

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Guided by ourTrue 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.