Maintenance Rideshare Services Representative

King County Metro Transitis a regional leader in getting people to places efficiently reducing commuter stress greening the environment improving urban air quality through sustainable transportation strategies and providing comfortable effective and equitable transit services for commuters residents and visitors of King County Washington.

Metro Transits Mobility Servicesprograms offer King County residents public transportation ridesharing services consisting of several popular High Occupancy Vehicle (HOV) transportation options beyond traditional fixed-route transit service including vanpools van share carpools and flexible transportation services such as DART Community Van and on demand ridesharing app-based products such as Metro 2025 King Countys commuter van program provided approximately 2.3-million-person rides per year in 1000 revenue-service vehicles.

In this crucial role you will coordinate vehicle maintenance manage accident responses and address emergency breakdowns for approximately 200-350 commuter group and service loaner vehicles and provide coordination for additional programs and services as needed. Your goal will be to ensure timely maintenance safe and reliable program vehicles compliance with service contracts and overall customer satisfaction. While actual maintenance and repair services are performed by contracted vendors your role will involve managing competing maintenance priorities in a high-volume fast-paced environment. Success in this role requires strong organizational skills and the ability to manage multiple tasks and deadlines systematically.

This position also demands a high level of customer interaction problem-solving related to vehicle maintenance and repair and the ability to prioritize numerous tasks. You must work independently while providing excellent customer service and support. Effective communication is key as you will be responding to and following up with internal and external customers via email telephone and in person. Maintaining an organized professional and respectful approach is essential to managing the busy and varied demands of each day.

Applying equity and social justice principlesis 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 work.You will:

• Manage assigned monthly preventative maintenance (PM) schedules; authorize coordinate and schedule all vehicle related services between volunteer drivers and contracted and non-contracted service providers including preventive maintenance vehicle and auto body repair warranty or recall service towing decal installation and glass repair at the time of PM service and in response to emergencies or campaigns. Applications used for this work include Microsoft Excel Outlook Word VISM (proprietary web-based customer relationship management software) and our AssetWorks M-5Fleet computerized maintenance management system (CMMS).
• Act as liaison for customers and the general public providing customer service and operational instructions. Provide program information; manage personally sensitive/confidential and/or politically sensitive situations; interpret and apply established policies procedures and regulations to assist customers in daily ridesharing operations;ensure cost-effective service contract compliance and customer satisfaction.
• Cultivate a work environment that actively encourages diverse viewpoints embraces and appreciates diversity expects and ensures mutual respect and promotes collaboration and cooperation.
• Review vehicle history research industry standards consult technical resources to identify vehicle performance expectations and determine the need for and authorize cost-effective preventative maintenanceandrepair services.
• Provide technical assistance and support to volunteer drivers andrideshare program managersto troubleshoot vehicle performanceissues.
• Provide timely informed response and documentation of accident and emergency breakdownevents.
• Ensure timely compliance for warranty recalls or Technical ServiceBulletins.
• Monitor document evaluate and prepare reports to assess and document contracted service compliance. Conduct vendor site visits and performance evaluations.
• Maintain documentation of loaner assignments and service repair logs.
• Create authorize document and monitor work orders using fleet managementsoftware.
• Audit invoices and enter pricing on electronic work orders to ensure accurate authorization service coding and pricing.
• Provide 24-hour emergency pager response for program participants one week at a time on a rotatingschedule.
• Prepare and stage vehicles for delivery to customers receive and process vehicle returns from customers shuttle vehicles conduct vehicle inventories access define and coordinate vehicle repair complete data entry to maintain vehicle status and correctly report inventory.
• Collaborate and take initiative in the workgroup to work toward continuous improvement of work processes; present information and contribute to staff meetings.
• Provide assistance and task coverage for other Maintenance or Group Rideshare Service Representatives as needed and perform other duties as assigned.

• Experience with and knowledge of vehicle repair fleet management logistics and contract management including authorization of work and expenditures.
• Three (3) years of experience in managing multiple tasks and solving complex customer and operational problems in a systematic way and three (3) years of customer service experience consisting of customer relationship management orientation instruction training feedback procedure enforcement and problem-solving OR any equivalent combination of experience and education that provides the applicant with the desired skills knowledge and ability required to perform the work.
• Demonstrated initiative and ability to work independently with little assistance.
• Ability to develop and maintain relationships with coworkers to work effectively as a team and collaborate successfully to achieve continuous improvement of work processes.
• Excellent customer service skills including the ability to influence persuade and maintain internal and external customer relations.
• Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds.
• Skill in interpreting and applying policy andprocedures.
• Excellent oral communication skills including the ability to articulate ideas for diverse audiences and influence customer behavior.
• Ability to define and analyze information anticipate problems research options recommend solutions and take action to deflect or resolve problems before they occur or negatively impact or diminish desired outcomes.
• Ability to design and implement quality solutions anddeliverables.
• Demonstrated proficiency in written communication skills to prepare responses to customers and the general public on behalf of management. Prepare reports to define work status and recommend program enhancements.
• Demonstrated experience in evaluating and analyzing program data to make recommendations for cost savings or program enhancements.
• Demonstrated experience at an intermediate level using MS Excel Word and Outlook to manage daily work tasks prepare reports and analyze data.
• Ability to query databases and generatereports.

The most competitive candidates will also possess these desired qualifications:

• Technical degree in automotive maintenance & repair/management.
• Project or program management experience involving customer relationships and operations management activities.
• Interest in the field of public transportation.

Necessary Special Qualifications:

• Valid Washington State Drivers License by date of hire.
• Ability to drive in multiple areas around theregion.
• Ability to move objects up to 40 pounds into and out of avehicle.
• Ability to occasionally work on weekends and after-hours as describedabove.
• Ability to provide 24/7emergency pager response for rideshare and flexible services participants and vehicles on a rotational basis several times a year.

Required Application Materials

1. An online employment application
2. Resume
3. Answers to all supplemental questions

Applicants will be screened for competitiveness completeness and written communication skills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review.

Work Location
The primary location for this position is the Van Distribution Center (VDC) at 18655 NE Union Hill Road Redmond WA 98052. The work associated with this position will be primarily performed on-site with occasional remote work. Employees will have access to shared workspaces at King County facilities. Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

For occasional remote work 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. King County has a robust collection of tools and resources to support working remotely.