Customer Services Coordinator - Lead

The Customer Services Coordinator Lead position is a dynamic role contributing to and collaborating with the Customer Information Office (CIO) leadership team.  The person selected for this position will report to the CIO Supervisor, and will work collaboratively with the Chief, current Lead, Admin and Seniors/Acting Seniors to identify and support team and customer needs for delivering excellent customer service.  
   
The most competitive candidates will exhibit exceptional customer relations skills, including skills interacting with customers with disabilities; solid knowledge of Metro’s mobility network and services; knowledge of CIO policies and work processes; Salesforce C3 and A3 case resolution skills; a strong knowledge of ORCA products and processes; and demonstrated leadership skills. They will also have both strong verbal and written skills.  
 
The immediate special duty assignment opportunity is open to internal King County Metro Mobility Division employees who have two or more years of experience working in the Metro Customer Information Office.  This special duty assignment is expected to last approximately six months with the possibility of extension.  

This recruitment process will be used to fill an immediate Customer Services Coordinator Lead Special Duty Assignment (SDA) opportunity and may be used to create an eligibility pool to fill upcoming special duty assignment opportunities in the Customer Information Office that may occur within the next 12 months.  
   

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. As a Customer Services Coordinator Lead you will:

• Support specialists and CIO Seniors as a knowledgeable, resourceful point of contact, answering questions and providing resources, direction and assistance to staff in handling customer requests, complaints or comments. 
• Supervise, coordinate and/or conduct written and oral communications with internal/external customers regarding policies, services, complaint resolution, and program-related matters; supervise others in preparation of or prepare written responses for signature of superiors.  
• Supervise and/or lead in the development, update and distribution of informational media, including team communications, team meeting content, CIO knowledge base resources including SharePoint and Teams resources, C3/A3 templates and CIO training materials.  
• Supervise and/or lead in the operation and administration of programs. Lead, develop, manage and/or support work plans and projects. 
• Promote equity through program development and by fostering an equitable, diverse and inclusive work environment 
• Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse and inclusive work environment and support diversity and inclusion goals. 
• Lead and/or coordinate the development, implementation and evaluation of programs, policies, proposals, procedures and plans. Analyze, recommend, develop and interpret operational policies.  
• Supervise and/or lead assigned staff by performing or participating in the following personnel responsibilities: coaching and training, staff selection, recommending and/or implementing disciplinary actions, recommending termination, and assisting with labor relations issues.  
• Analyze inContact and Salesforce data and call center phone recordings to evaluate and document work performance formally and informally; coach, counsel, monitor and motivate assigned staff.  
• Accept and resolve escalated customer contacts originating from phone calls, web forms, in-person visits, and emails conveyed via internal channels.  
• Review NOAs and resolve or forward them to the Chief or Supervisor as needed.  
• Assist Senior or Admin when needed to troubleshoot and resolve minor problems with computer-related equipment and coordinate disposition of problems with CITRS and IT to maintain service, including submitting and monitoring KCIT Helpdesk tickets. 
• Assist Chief with managing staffing and workflow, maintaining service levels, and allocating staff to respond to business needs.   
• Respond to and approve staff requests for schedule exceptions, consulting with Admin and Chief as appropriate.  
• Meet with specialists for quarterly 1-1 feedback; document strengths and areas for coaching/support and follow up with training resources as needed. 
• Provide coaching to address poor performance consistent with contractual agreements. 
• Conduct short ( 15 minute) bi-weekly check-ins with assigned specialists for general check-ins 
• Coordinate with CIO Seniors and Admin to develop, deliver and/or assign required training or recommended refresher training in CIO skills/systems/tools. 
• Assist Chief and Supervisor in liaison/follow-up activities with other work units to resolve and respond to customer issues. 
• Analyze, extract and organize data from CIO tools and systems in support of claims, legal, labor relations, Ombud’s, transit police or personnel issues as requested. 

Minimum qualifications for a Customer Services Coordinator Lead include the following:

• Thorough knowledge of Metro Customer Information Office tools, systems, policies and procedures, including ATIS/Trip Planning, C3/A3 case resolution process and the ORCA fare payment system and issue resolution. 
• Skill in customer relations techniques that exhibit consistent courtesy, grace under pressure and a positive, patient, problem-solving attitude.  
• Skill in providing customer service to individuals with disabilities. 
• Demonstrated organizational skills, including time management and methodical case records management.  
• Demonstrated ability to lead and work collaboratively with a diverse group of individuals from a variety of different positions and backgrounds. 
• Demonstrated ability to multi-task and prioritize, including flexibility to shift priorities as needed. 
• Strong written and oral communication skills. This includes facilitating meetings and trainings, also creating written responses or editing other’s responses. 
• Ability to lead in coaching new systems and procedures. 
• Skill in using Microsoft Office applications including Word, Excel, PowerPoint and Outlook to perform data entry and retrieval tasks, word processing functions, spreadsheet functions, content presentation or other tasks as required.  

Desired Qualifications: 

• Experience leading front-line customer service teams via phone-based or in-person service.
• Experience in developing or managing customer service quality assurance programs.
• Skill in creating and delivering online and in-person customer service training.

Application & Selection Process 
Submit an online employment application online at https://www.kingcounty.gov/job, answer the supplemental questions and attach a resume and a cover letter. Your cover letter should include details on how you meet or exceed the knowledge, skills and abilities for this position and your experiences as it relates to the primary job functions and desired qualifications. You are encouraged to translate life experiences to show how they prepare you for this role. The selection process may consist of a screening of your application materials, a panel interview, and possible final interview with the hiring manager.

All the application materials will be screened for qualifications, competitiveness, completeness, attention to detail 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.
 
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last10years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
 
Applications that are not complete, or do not include the required materials, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at: www.kingcounty.gov/jobs
 
Who May Apply
This opportunity is open to King County Mobility Division employees only with two years or more of experience working in the Metro Customer Information Office.  
 
Work Schedule
This position is exempt from the provisions of the Fair Labor Standards Act and is therefore not eligible for overtime pay. The anticipated regular work schedule will be 9:00 am – 5:30 pm (with a half hour lunch), but flexibility will be required to cover leadership staff absences on occasion. This position will mostly be performed via teleworking while the County requirement for such work remains in place.  
   
 **The person in this role will work on-site at KSC one day or possibly more days per week in the leadership rotation to support the Lost and Found Office staff and to assist with office-based customer service tasks.   
 
Work Location
The primary location of the position is at the King Street Center, 201 S. Jackson St., Seattle, WA 98104. However, this will be a hybrid position (teleworking and in office). The work associated with this position will be performed or conducted through

 a combination of teleworking and onsite work and meetings. 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.
 
Union Representation /Job Code/Grade
Protec 17 /Job Code 223501/ Range 59
 
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: Manal Tirhi, at mtirhi@kingcounty.gov
 
Forbes recently 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

Salary : $95,909 - $115,939