Transit Customer Information Specialist - Senior

King County

  • Seattle, WA
  • $62,109-88,712 per year
  • Permanent
  • Full-time
  • 11 days ago
SummaryThis position is open to Internal King County Employees ONLYThe Mobility Division within the Metro Transit Department (MTD) seeks an experienced, collaborative, and motivated Senior Transit Customer Information Specialist.As the Senior Transit Customer Information Specialist, you will function not only as a call center peer lead, but also as someone who will exhibit strong customer service skills, techniques, and provide employees and the public with clear information on transit services and fares, operations policies and procedures, and solutions for questions, complaints, disputes, and service disruptions.This position troubleshoots and resolves minor problems with computer-related equipment and coordinates disposition of problems with CITRS and IT to maintain service. The Sr. CIS works with the CIO (Customer Information Office) leadership team to manage workflow and maintain service levels, including allocating staff effectively during staffing shortages, special events, and other circumstances or emergencies, as needed. The Sr. CIS assists in coaching employees, assigns and reviews the work of staff, handles escalated customer contacts, and acts as a key resource for questions and instructions. The Sr. CIS must possess strong communication skills and be equally adept in communicating by email, chat, and phone.The CIO staff is currently teleworking and anticipated to continue this into third quarter of 2025. Depending on business needs, the Sr. CIS may be called upon to go into King Street Center for work as needed. Staff in these groups work with a highly diverse customer population to resolve a broad range of issues and requests while striving to provide courteous, accurate and efficient service. It is frequently a fast-paced and sometimes stressful environment where a desire for learning and continuous improvement, problem-solving and service excellence are highly valued.This recruitment will be used to fill one (1) Senior Transit Customer Information Specialist. In addition, this selection process may be used to generate an eligibility pool for future career service 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.Job DutiesApplying 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 the Sr. CIS, you will also:
  • Function as a peer lead for Customer Information Specialists
  • Assist with communicating information about policies, procedures and workflow changes to Specialists
  • Observe and report on customer calls and communications handled by Specialists
  • Observe and speak with Specialists concerning workplace rules
  • Assist with daily workflow management
  • Assist and coach Specialists with difficult customer calls
  • Assist with or facilitate team meetings to share information, instruction or training
  • Liaise with Safety and Security and report safety issues in the field to the TCC to coordinate a response from a District Supervisor or law enforcement
  • Perform other related job duties as assigned
Experience, Qualifications, Knowledge, SkillsWe are looking for candidates that meet the following minimum qualifications:
  • Must have at least two years of experience as a CIO Employee at Metro Transit
  • Demonstrated work experience as a Customer Information Specialist at Metro Transit
  • Ability to effectively coach employees in the Customer Information Office
  • Skilled in communicating both verbally and in writing (both emails and chats)
  • Experience with influencing and motivating of co-workers to work in an efficient manner and in accordance with high customer service standards
  • Excellent knowledge of King County's regional transit systems
  • Experience providing information to the public clearly and effectively
  • Proven ability to establish and maintain effective working relationships with people from diverse backgrounds both inside and outside the Customer Information Office
  • Experience in dealing with people tactfully and serving as a strong example of correct and effective behavior for Customer Information Specialists
  • Strong problem-solving skills including the ability to be resourceful
Desired Qualifications:
  • Experience as a peer lead, mentor, coach or Acting Senior CIS is preferred
Supplemental InformationApplication & Selection Process:
  • A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
  • Cover Letter detailing your background and describing how you meet or exceed the requirements.
  • Complete the supplemental questions
NOTE: Applications that do not include the required materials may be rejected as incomplete and not advance in the process. Selection Process
All the application materials will be screened for qualifications, competitiveness, completeness, and communication skills. The most competitive candidates may be invited to participate in one or more interviews and/or a writing/skills test.NOTE: Applications that do not include the required materials may be rejected as incomplete and not advance in the process.10 years 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: .Work Schedule:This position is non-exempt from the provisions of the Fair Labor Standards Act and overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday. Work hours are comprised of a 40-hour workweek with a specific schedule within the hours of 5:45am to 6:00pm to be determined by the supervisor. Staff schedules may change to accommodate expanded operating hours and/or days in the future. Special events and situations expected to cause transit impacts may occasionally necessitate overtime hours.Union Representation/Job Code/GradeATU - L587/Job Code 432210/Grade 161Work Location:This position will be located in the King Street Center Building- 201 S Jackson St, Seattle, WA98104.Temporary Telecommuting Requirement
The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. 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.Who May Apply
This position is open to King County employees only.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,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 peopleofcolor,immigrants,refugees,women,LGBTQ+,peoplelivingwithdisabilities,andveterans.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.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 what's 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 our .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.For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

King County