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Form of workMetro Transit Mobility Division has three (3) Customer Service Coordinator Career Service vacancies and one (1) Special Duty Assignment (SDA) vacancy to join the Reduced Fares and/or Business Choice Teams.
Reduced Fares
The Reduced Fares Customer Service Coordinators support the subsidized annual pass, which launched in late 2020 as an element of the ORCA LIFT reduced fare. Eligible customers receive an annual transit pass, good for unlimited rides on Metro, Sound, and Everett Transit services. The Customer Service Coordinators manage ORCA card processes, resolve issues and complaints by phone and email, explain program information including procedures and requirements, and assist partner human service agencies and customers in applying for and using services. Successful applicants will participate in team meetings and in efforts to improve the program over time.
Metro developed the subsidized annual pass in consultation with customers, stakeholders, human service agencies, and decision-makers to make transit more accessible for populations where affordability is a barrier. With this program, Metro aims to evaluate the impact of the program on participants' mobility, access to services, and long-term health.
Business Choice/Neighborhood Pop-Up
The Business Choice team supports more than 1,000 employers, schools, social and human service agencies, and other organizations in King County who provide transit benefits (ORCA cards) to employees, students/faculty, and clients. They also make ongoing contributions toward improving the ORCA system through researching and reporting issues that are brought forward from serving the business Choice accounts.
Also under the same umbrella is the Neighborhood Pop-Up outreach team. King County Metro's Neighborhood Pop-Up (NPU) Program brings Metro's Pass Sales services to communities across the county. The program provides approachable entry points for new riders to learn how to use regional public transit and travel safely on their journeys. Metro's NPU is the only regional transit partner that can travel the county providing personalized customer service on ORCA cards and other transit products.
This recruitment may be used to generate a pool for future Career Service, Term Limited Temporary (TLT), and Special Duty Assignment (SDA) positions that may occur in this classification. The pool would be valid for twelve months upon creation and may be extended at the discretion of the hiring authority.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 to all aspects of the work. You will:
Investigate and respond to customer complaints and inquiries.
Produce reports for internal and/or external distribution.
Act as representative and/or advocate for the agency at various internal and/or external levels.
Coordinate and/or implement database processes to track potential customers and distribution. Maintain and generate system databases, records and equipment inventories.
Implement business practices to monitor customer base and enhance outreach efforts.
Coordinate and conduct public outreach functions. Develop and deliver presentations and/or orientations to internal and external customer audiences, which may include representatives from other jurisdictions.
Analyze and recommend operational policies.
Organize the distribution of Fare Media and provide documentation to revenue-processing staff and internal and/or external customers.
Update and distribute informational media.
Implement and evaluate programs, policies, proposals, procedures, and plans.
Perform other duties as assigned.
Reduced Fare Job Specifics:
Manage ORCA card inventory via a Business Choice account: Work within two online databases Customer Relationship Management (CRM) and the ORCA LIFT Registry to research and troubleshoot cards, products, and processes.
Load ORCA cards with Fare Media products; transfer funds between cards; prepare cards and associated materials for distribution.
Answer incoming telephone calls/emails and return calls/emails.
Explain program information and resolve issues and complaints.
Respond to queries about eligibility and enrollment processes.
Refer eligible customers to enrollment sites and ineligible customers to other Metro products and services.
Provide technical assistance and administration to human service agencies who verify customer eligibility and enroll them in the program.
Perform testing, training and act as subject matter expert on system features and processes.
Provide technical support for customers using their subsidized passes. Troubleshoot issues and explain pass features, including how to load e-purse for access to other transit agencies.
Issue replacement cards for customers. Block lost or stolen cards in the ORCA system and link replacement cards to customer in the ORCA LIFT database.
Business Choice/Neighborhood Pop-Up Job Specifics:
Ensure effective communication with management, callers, customers, and staff.
Support ORCA business customer inquiries and issues relating to managing ORCA card, payment issues, ordering issues, billing complications, and more.
Advise and/or train customers regarding the ORCA system.
Work in partnership with internal and external teams to identify appropriate changes needed for continuous system, process improvement and event coordination's.
Work in SharePoint to maintain records, track history, and provide data for reports, spreadsheets, and special projects.
Support outreach event scheduling, logistics, staffing, and set up as needed.
Support other duties withing the Business Choice and Neighborhood Pop-Up group as needed.
Minimum Qualifications:
Knowledge of transit and ORCA products and Services.
Skilled in customer service techniques that demonstrate consistent courtesy, grace under pressure and a positive, patient, problem-solving mindset.
Excellent customer service and interpersonal skills, including ability to explain technical, multi-step processes to customers and agencies who do not have a frame of reference or knowledge about these issues.
Excellent written and oral communication skills.
Ability to manage multiple issues simultaneously.
Flexibility to shift focus on priority issues if necessary.
Collaborative mindset and willingness to learn.
Demonstrated ability to learn new systems and procedures.
Experience working with diverse communities, including individuals with disabilities, elderly, and people living in poverty, and the agencies or businesses who serve them in the community.
Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
Basic knowledge of customer relationship management software (CRM).
Skill in establishing and maintaining effective working relationships.
Conflict resolution, problem-solving and troubleshooting skills.
Desired qualifications:
Demonstrated knowledge of ORCA system (i.e., experience selling, loading funds, or managing accounts on myorca.com)
Experience administering ORCA customer support with Salesforce and/or other CRM software.
Skilled in effectively communicating direction or guidance verbally and in writing for diverse audiences
Experience with Metro's ORCA LIFT Registry.
Familiarity with public transit, key partners, and stakeholder groups.
Fluency in one of King County's most frequently used languages other than English: Spanish, Vietnamese, Chinese, Korean, Russian, Somali, Ukrainian, Amharic, and Punjabi- referred to as Tier 1 or Tier 2 languages in the County's Executive Order on Translation and/or American Sign Language.
Physical and necessary special requirements:
Ability to push, pull and lift about 50 pounds.
A valid Washington State driver's license within thirty days after hire, OR the ability to travel throughout the county in a timely manner.
If you are interested in a brief session about these positions or have any questions, please join us at one of the two options of informational sessions below. These sessions are optional and strictly for informational purposes. Attending or not attending will not have any bearing on your application.
Info Session #1
Friday, May 19th from 1pm-1:45pm
https://us06web.zoom.us/j/89354173873?pwd=ajZVMmRNUWVEZ2crakM0cE5iNHlxdz09
Info Session #2
Monday, May 22nd from 12pm -12:45pm
https://us06web.zoom.us/j/81019935021?pwd=R3Q4YSs2NWQ5ZnNZdzY5NllrOVMzQT09
Application & Selection Process
An online employment application, resume, cover letter, and answers to the supplemental questions are required. Applicants will be screened for competitiveness, completeness, 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 applicable questions in the employment application portion, with each of your jobs listed (listing each position for each employer separately), duties explained, reasons for leaving, etc.
Work Schedule
Successful applicants will have a Monday-Friday hybrid schedule, working in office at King Street Center for 1-3 days per week and telecommuting the remaining days. Hybrid schedules vary by work group and are subject to change based on business needs. When working in the office, the Customer Service Coordinators for Reduced Fares will also be providing direct, in-person customer support from the Pass Sales Office at King Street Center. Business Choice Customer Service Coordinators will be telecommuting and working at King Street Center as needed. This position may primarily work in office until the probation period is completed.
FLSA Status: This position is non-exempt from the provisions of the Fair Labor Standards Act, and therefore is eligible for overtime pay.
Union Membership: Protec 17
Job Code: 223401
Work Location: The primary location of these positions is King Street Center - 201 S Jackson St, Seattle.
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: Sianna Weicuss, sweicuss@kingcounty.gov
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