Customer Service Specialist III (TLT/SDA)

Summary The Customer Experience Section of the Facilities Management Division (FMD) is recruiting candidates for a Customer Service Specialist III position(s). The FMD Customer Experience Section has CSS IIIs who support multiple units within the section. These positions are part FMD's service request intake group and have a high level of customer interaction.

This position provides in-person customer service, as well as a significant amount of customer interaction through phone and email. This position will collaborate with other FMD staff to ensure a positive experience for customers. This recruitment will be used to fill two (2) Term-Limited Temporary (TLT) and/or Special Duty Assignment (SDA) positions which are expected to last six (6) months with the possibility of being extended.

TLT opportunities are "at will" but are full-time and eligible for comprehensive benefits and may be eligible for retirement benefits. SDA opportunities are only available to active Career Service King County employees who have successfully completed their initial County probationary period. This recruitment may also be used to create an eligibility list for future TTLT and/or SDA vacancies.

The Facilities Management Division at King County Through a workforce of over 350 dedicated employees, the FMD operates and manages the County's capital assets by developing and maintaining cost-conscious, sustainable, high-quality facilities, and environments. The division is comprised of eight sections, supported by the Director's Office and Human Resources: Customer Experience Section Building Operations Services Capital Planning Capital Delivery Finance Real Estate Services Security Management Services Click here to learn more about the Facilities Management Division. COMMITMENT TO EQUITY AND SOCIAL JUSTICE As the only jurisdiction in the world named after Dr.

Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures. We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all - in our workplaces and our communities

With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts. Click here to view a microlearning about King County's commitment to Equity, Racial and Social Justice. Job Duties SCOPE OF JOB DUTIES - Successful candidates for this position will demonstrate at a minimum, the skill and ability to: Provide excellent customer service by phone, in person and by electronic communication.

Perform tasks with efficiency and accuracy. Respond to customer requests via electronic communication, phones, and in-person. Review forms for completeness, including authorized signatures, if necessary.

Display strong written and verbal communication skills. Perform administrative support tasks such as data entry, e-mail and document records management, and filing. Demonstrate an understanding of facility management including preventive maintenance, corrective maintenance, project work, and building systems.

Demonstrate experience using Computerized Maintenance Management Systems (CMMS) Intake requests and queries from internal/external customers and route to teams. Use effective communication and interpersonal skills. Work within a team setting.

Participate in process improvement efforts. Document standard work. Provide administrative support services as needed.

Perform other duties as assigned. Experience, Qualifications, Knowledge, Skills OUR IDEAL CANDIDATE WILL HAVE: Intermediate to advanced skills in the use of a variety of Windows-based computer programs such as MS Word, Excel, Exchange, Teams and Outlook. Knowledge of rules, regulations, codes, laws, policies, procedures, and ordinances pertaining to work assignments.

Problem solving skills and experience in handling critical, time-sensitive, and emergency situations. Experience in customer service via telephone and in-person with the ability to demonstrate discretion, patience, etiquette, and professionalism. Ability to work independently and exercise good judgment.

Knowledge of office practices, procedure, and functions. Skill in prioritizing workload and adapting to changes in workload demand. Skill in conducting research on a specific work assignment.

Skill and understanding of maintaining the confidentiality of sensitive matters and documents. Skill in using a CMMS and/or databases of customer information. Skill in planning and prioritizing work Skill in articulating ideas verbally and in writing for diverse audiences.

Skill in addressing politically sensitive issues. Skill in business writing/correspondence. Skill in communicating with individuals from diverse backgrounds and cultures under stressful conditions.

Supplemental Information APPLICATION PROCESS: This recruitment is open to all qualified applicants. A thoroughly completed King County application is required for consideration. A cover letter and resume are not required, but are encouraged.

Successful candidates will also be required to complete pre-hire reference checks. POSITION INFORMATION/NECESSARY REQUIREMENTS: This position is considered Mission Critical in an emergency and you will be required to report your status as instructed by the Facilities Management Division. The standard schedule and for this position will be Monday - Friday from 8:00 AM - 4:30 PM.

This position will require onsite reporting primarily to the King County Chinook Building, 401 5th Ave., Seattle, WA 98104. Employees are paid on a bi-weekly basis, every other Thursday, comprising a 40-hour workweek. This position is represented by Teamsters, Local 117

If you have any questions related to this recruitment, please feel free to reach out to Sarah McCauley at smccauley@kingcounty.gov Forbes named King County as one of Washington State's best employers. Together, with leadership and our employees, we're 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 nation's best places to live, work and play. Guided by our "True 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.

Salary : $32 - $44