Customer Service Supervisor

Seattle, OR - USA

Yearly Salary: $ 612 - 775

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Summary

** This position is only open to current King County employees. **

The Department of Local Services (DLS) Road Services Division is seeking a forward-thinking strategic and experienced Project/Program Manager III to lead the 24/7 Customer Service Unit. This position serves as the Intake Manager during emergency events overseeing staff and coordinating intake with Department Division and Maintenance Section teams.

Our commitment to Equity Racial and Social Justice

The Department of Local Services is deeply dedicated to fosteringEquity Racial and Social Justicein every aspect of our work. Our commitment to TrueNorthvalues which ensures every person has the opportunity to thrive and reach their full potential and forms the core of our mission and purpose. Our pledge is to cultivate embrace and celebrate the distinct experiences viewpoints and perspectives of our people partners and the communities we serve. Through this work we dismantle systemic barriers address inequities and actively confront prejudices and biases. We acknowledge this journey is ongoing and we remain steadfast in our efforts to create a positive impact for our employees and communities alike.

The King County Road Services Division designs builds operates and maintains roads and bridges in unincorporated areas of King County. The Division is committed to ensuring the countys transportation system is safe and efficient for all uses and modes of travel.

Job Duties

Applyingequity racial and socialjustice principlesis 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.

Supervise schedule plan coordinate assign prioritize provide directions and monitor the work of 24/7 Customer Service/front desk staff
Hire train evaluate and when necessary discipline staff. Prepare performance appraisals to evaluate subordinates.
Maintain documentation for personnel issues and enforce workplace policies through performance management and positive coaching.
Develop recommend and implement improvements to existing operating procedures.
Assign and approve overtime and leave requests.
Serve as Intake Manager during emergency events. coordinating response activities with Roads leadership and County partners
Develop and update Customer Service policies and procedures.
Research and prepare responses on behalf of the Road Leadership and County Executives to inquiries complaints and public concerns.
Manage the Road Maintenance Inbox and update road closures and restrictions on the My Commute webpage.
Respond to emergencies after hours or as needed.
Other duties as assigned

Experience Qualifications Knowledge Skills

Minimum of one (1) year Supervisory experience
Demonstrated ability to lead individuals and teams in an inclusive and respectful workplace.
Experience managing multiple priorities and allocating resources effectively.
Strong critical-thinking and problem-solving skills particularly in emergency management and process improvement.
Knowledge of County State and Federal regulations related to road maintenance (preferred).
Skill in supervising and coaching a diverse team with experience working in a unionized environment.
Proficiency in Microsoft Office applications (Word Excel Outlook).
Reliable and predictable attendance including availability to respond to emergencies 24/7 (e.g. flooding snow/ice events windstorms earthquakes).

DESIRED QUALIFICATIONS:

Experience working with large government organizations
Experience working in the roads or public works industry

NECESSARY REQUIREMENTS:

Must be able to move from workstation to workstation sitting standing and reaching throughout the workday in a fast-paced environment.

Supplemental Information

INTERVIEW SCHEDULE:

Those applicants who pass the initial screening will be invited to participate in a 15-minute phone interview.

If you are selected to move forward after the phone interview you will be invited to participate in a 45-minute in-person interview.

WHO MAY APPLY:

This recruitment is open to all qualified applicants and may be used to fill current and or/future career service term- limited temporary short-term temporary and or/special duty positions over the next six months. First consideration will be given to current PROTEC17 members in the same classification that are eligible for lateral transfer.

Special duty opportunities are open only to current King County career service employees who have completed their initial probation. Special duty applicants must have approval from their current supervisor to accept an assignment. Current employees selected for special duty will be compensated based upon the provisions of the collective bargaining agreement King County Personnel Guidelines or Coalition Labor Agreement for their base assignment.

APPLICATION PROCESS:

A full and complete King County application is required. You may also provide a resume and cover letter summarizing how you meet the experience qualifications knowledge and skills for the position. Applicants will be screened for clarity completeness and competitiveness. The most competitive candidates may be invited to participate in one or more interviews. Supplemental questions responses must be demonstrated and supported in your application materials. For interviewing tips please see the STAR-LA method

WORK SCHEDULE:

The work week is normally Monday through Friday 7:00 a.m. to 3:30 p.m. but may at times require work outside of normal business hours. This position is Exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime pay.

EMERGENCY DESIGNATION STATUS: Mission-Critical Employees:

Those employees who provide maintain and re- establish essential county functions as described in agency Continuity of Operations plans.

Unless otherwise directed by the County Executive department director or agency head all employees regardless of designation are expected to report to work or request leave during an emergency or inclement weather.

UNION MEMBERSHIP:

This position is represented by PROTEC17.

TELEWORKING:

The work associated with this position will be performed through a hybrid work schedule of teleworking onsite work and meetings as needed. The ratio of remote to onsite work will be dependent on business needs and is subject to change.

Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours.

To learn more about theRoadServicesDivisionplease visit our websites at: Road Services Division::https://kingcounty.gov/en/dept/local-services/transit-transportation-roads/roads-and-bridges/road-services

For more information regarding this recruitment please contact:

Sonali Sharma

Human Resource Analyst

Forbes 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 differenceCome join the teamdedicated to serving one of the nations best places to live work and play.

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.

Benefits

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:

Excellent medical dental and vision coverage options: King County provides eligible employees with options so they can decide whats best for themselves and their eligible dependents
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: eligible King County employees may 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
12 paid holidays each year plus two personal holidays
Generous vacation and paid sick leave
Paid parental family and medical and volunteer leaves
Flexible Spending Account
Wellness programs
Onsite activity centers
Employee Giving Program
Employee assistance programs
Flexible schedules and telecommuting options depending on position
Training and career development programs

For additional information about employee benefits visit ourBenefits Payroll and Retirement Page.

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.

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.

Required Experience:

Manager

Summary ** This position is only open to current King County employees. ...