Fare Media Sales Customer Services Coordinator (SDATLT)

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

The Fare Media Sales Customer Service Coordinators support ORCA LIFT and subsidized annual pass programs. Coordinators enroll customers in ORCA LIFT and manage customers ORCA LIFT cards by fare media and assist with card replacements enrollment and renewal of ORCA LIFT cards. The subsidized annual pass program launched in late 2020. 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 help train partner agencies internally and externally and attend Neighborhood Popup (NPU) and outreach events as needed. Coordinators also manage card inventory by purchasing new cardstock applying card labels loading fare media products and prepping cards for distribution to partner agencies. Successful candidates will actively participate in team meetings and contribute to ongoing program improvements. 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 this position 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 will primarily work in office until the probation period is completed.

This recruitment will be used tofill 1 Special Duty Assignment/Term Limited Temporary position expected to last through December 2027. In 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 in writing and verbally to phone email in-person and Teams chat customer complaints inquiries and questions.
• 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.
• Support internal and external training on program processes procedures and enrollments.
• Perform other duties as assigned.

Fare Media Sales 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 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.
• 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.
• 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 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 through 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 hire ORthe 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
This position follows a hybrid work schedule requiring a minimum of 3 days per week onsite at King Street Center (201 S. Jackson St. Seattle WA consistent with King County Metros hybrid work policy. Remote workdays may be adjusted based on operational or business needs. Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

Work Schedule
Normal 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.

• Responsible for understanding this policy and their role in safety
• Report all safety concerns
• Follow safety practices and procedures as necessary to maintain a safe work environment and in conformance with applicable regulations policies and training
• Report safety and security concerns and ideas to supervisors or anonymously through data collection system

If you need this announcement in an alternate language or format or you would like to request accommodation or assistance in the application or assessment process please contact Tracy Bylund at .

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King County serves residents with a relentless sense of urgency delivering on commitments with transparency and accountability. We are action-oriented creative problem solvers who collaborate across roles engage directly with communities and challenge the status quo to achieve meaningful impact. As a unified team we uphold high ethical and stewardship standards embrace change stay curious and continuously improve. Across all interactions we listen first act quickly and stay aligned as a team to earn and sustain public trust. Learn more about our Vision Mission and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex race color national origin ethnicity religious affiliation disability sexual orientation gender identity or expression age except by minimum age and retirement provisions pregnancy status as a family caregiver parental status marital status military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the persons sexual orientation or gender identity or expression citizenship or immigration status genetic information or other protected class. However to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law regulation or government contract it is not an unfair practice.

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.