Salary : $101,192.00 - $122,324.80 Annually
Location : Seattle, WA
Job Type: Career Service, Full Time, 40 hrs/week
Job Number: 2025MT23972
Department: MTD - Metro Transit
Division: Mobility
Opening Date: 05/16/2025
Closing Date: 6/8/:59 PM Pacific
FLSA: Exempt
Bargaining Unit: C4 : PROTEC17-P&T-MTD
Full- or Part-Time: Full Time
Hours/Week: 40 hours/week
Summary This recruitment is open to King County employees only.
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/Acting 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.
This recruitment will be used to fill one (1)
Customer Services Coordinator - Lead position. 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 the Mobility Division. The eligibility pool will be retained for 12 months from the date of posting and maybe used at the discretion of the hiring authority.
Job Duties 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. Responsibilities include:
- 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, 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 workplans 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: 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 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 positive discipline to address poor performance consistent with contractual agreements.
- Conduct short ( minute) bi-weekly check-ins with assigned specialists
- 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.
Experience, Qualifications, Knowledge, Skills We are looking for candidates that meet the following minimum qualifications:
- 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.
- 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: - Two or more years of experience working in the Metro Customer Information Office
- 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.
Supplemental Information Application & 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
- Answer the supplemental questions
All the application materials will be screened for qualifications, competitiveness, completeness, attention to detail and written communications kills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks.
Who May Apply We are accepting applications from King County employees only.
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 9:00am - 6:00pm, 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 may be requested to work on-site at KSC one day per week in the leadership rotation to support Lost and Found Office staff and to assist with office-based customer service tasks.
Union Representation/Job Code/Grade PROTEC17/Jobcode223501/Grade59
Work Location This position will be located in the King Street Center Building- 201 S Jackson St, Seattle, WA98104.
Teleworking 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 areas that are a reasonable distance to their King County worksite to respond to workplace reporting requirements.
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,
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