Customer Service Specialist IV

Salary: $32.79 - $41.69 Hourly
Location : Chinook Building 401 5th Avenue Seattle, WA
Job Type: Special Duty Assignment
Job Number: 2025SM24194
Department: DES - Executive Services
Division: FMD - Facilities Mgmt
Opening Date: 03/17/2025
Closing Date: 3/31/:59 PM Pacific
FLSA: Non-Exempt
Bargaining Unit: F1A : L117-Admin
Full- or Part-Time: Full Time
Hours/Week: 40 hours/week

Summary

The Customer Experience Section of the Facilities Management Division (FMD) is recruiting candidates for a Special Duty Assignment Customer Service Specialist IV position. The FMD Customer Experience Section CSS IVs may 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.

Special Duty Assignments are only open to active, Career Service King County employees. This assignment is currently approved to last 6 months.

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
• Major Projects and Capital Planning
• Finance
• Real Estate Services
• Health Through Housing
• Security Management Services
• Harborview Bond Project

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.
Job Duties
SCOPE OF JOB DUTIES
To be considered for this opportunity, you must, at a minimum, demonstrate the skills 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 androute to teams.

• Coordinate and liaise with customer agencies.

• Facilitate meetings with customers.

• Work within a team setting.

• Assist team members with difficult assignments and escalated customer challenges.

• Assign work and provide direction to other Customer Service Support staff.

• Participate in process improvement efforts.

• Document standard work.

• Provide administrative support services as needed.

• Perform other duties as assigned.

Experience, Qualifications, Knowledge, Skills
WE ARE LOOKING FOR CANDIDATES WHO 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.

• Leadership experience in a team and/or customer service setting.

• Ability to work independently and exercise good judgment.

• Knowledge of office practices, procedure, and functions.

• Skill in organizing, prioritizing, and delegating workload for self and others.

• 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).

• Skill in planning and prioritizing work.

• Skill in developing, updating and modifying policies and procedures.

• 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 candidates.
• A thoroughly completed King County application is required.
• A cover letter and resume are not required but highly encouraged.
• Candidates may be required to complete a writing assessment as part of the recruitment process.
• Successful candidate(s) will also be required to successfully complete a pre-hire reference check.

POSITION INFORMATION/NECESSARY REQUIREMENTS

• This recruitment is open to all qualified candidates.
• Work location: King County Chinook Building, 401 5th Ave, Seattle, WA 98104.
• Normal work hours: Monday -Friday, 8:00 a.m. - 4:30 p.m.
• Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.
• This position is represented by Teamsters, Local 117.
• 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.
• If you have questions related to this recruitment process, please contact Sarah McCauley at

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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 , 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.
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 . click apply for full job details