Lead Customer Service Specialist

We are looking for a qualified and experienced individual to join our ACCESS team who under general supervision, will train, schedule, and monitor Customer Service staff for paratransit services and respond to Customer Service requests.

Schedules and coordinates day-to-day work activities of ACCESS Customer Service Specialists; provides initial and ongoing training to employees; maintains and updates policy and procedure manuals and related materials; serves as an information and problem-solving resource to ACCESS Customer Service Specialists.

Responds to customer inquiries and requests for service; investigates and resolves customer complaints; creates and implements outreach and marketing concepts; participates in promoting transportation programs to employers and citizens through community outreach; coordinates special transit events.

Assists customers in identifying transit programs to fit their transportation needs and in registering them for a variety of transit programs; takes reservations and assigns trips to routes.

Collects maintain and evaluates a variety of information and statistical data; maintains databases and prepares reports.

This position reports to the ACCESS Operations Manager.

Kitsap Transit employees who wish to apply must have a satisfactory performance and attendance record. Kitsap Transit Operators with any of the following criteria in the last twelve months are excluded from recruitment opportunities:

• a current Decision-Making Leave or higher in the Safety category
• more than two held customer complaints
• more than four unscheduled absences
• more than two late reports

Education and Experience: High school graduation/GED and three years of increasingly responsible experience providing Customer Service preferably in a call center, including one year of Lead or Supervisory experience.

Knowledge, Skills and Abilities:

Following are some highlights of the knowledge, skills and abilities required to be successful in this position.

Knowledge of:

• Kitsap Transit programs, policies and practices
• Customer relations skills
• Transit routes and schedules
• Local specialized social service programs
• Equipment used on specialized transportation vehicles
• Special transit program eligibility requirements

Skill in:

• Maintaining and evaluating records and preparing reports
• Composing routine correspondence
• Understanding, explaining and applying regulations, procedures and guidelines to others
• Communicating effectively orally and in writing

• Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment
• Using public relations techniques in responding to inquiries and complaints
• Working on tasks that arise simultaneously and/or unexpectedly

• Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public

Licenses and Certifications:

Valid driver's license.

Working Conditions/Physical Requirements:

Positions in this class typically require: dexterity of hands and fingers to operate a computer keyboard and other equipment, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Outreach to varying locations and occasional travel is required. Occasional holiday, weekend and after-hours work may be required.

Salary Range: The range for this position is $25.88 - $34.82 per hour, commensurate with experience. With rare exception, initial appointments are usually made at Step 1 ($25.88). Employees typically progress from Step 1 to Step 2 at six-months from their hire date and annually thereafter with satisfactory job performance. Step increases are based on a seven-step progression in each pay range with each step being approximately 5% higher than the previous step. Kitsap Transit additionally pays longevity pay at 15 years, 20 years and 25 years.

Benefits: Full-time employees receive a generous benefits package including subsidized medical insurance and fully paid dental insurance for employee and dependents, as well as disability insurance and life insurance. This position participates in the Washington State Public Employees' Retirement Plan with the option of participating in a state administered deferred compensation plan. Employees receive a generous general leave accrual and 11 holidays pro-rated based on the number of hours worked per pay period up to a maximum of 80 hours per pay period. Kitsap Transit also provides employees and certain dependents with a free transportation pass on Kitsap Transit.

Hours of Work: Work is conducted during regular business hours, Monday through Friday. This position requires coverage of some holidays and weekends. Occasional after-hours work may be required.

Selection Process: After evaluating the completed application packets, we will invite the most qualified applicants to the next step in the recruitment process. We will not make any hiring decisions until all steps in the selection process are completed, including reference and background checks. Kitsap Transit does not pay any relocation costs.

To Apply: If you decide to apply for this position, please visit our employment link at:https://www.governmentjobs.com/careers/kitsaptransit/ Please contact Marianne Rajan in the Human Resources Department at (360) 478-5852 if you have any questions.

Closing Date: Your completed application must be submitted online by 4:00 PM,Friday May 26th 2023. You may include a resume; however, it may not be used in lieu of a completed application.

• Selective certification may be used to achieve affirmative action goals. You can find Kitsap Transit's EEO Policy at https://www.kitsaptransit.com/uploads/pdf/eeo-policy-statement.pdf Please contact Marianne Rajan, Human Resources Manager at (360) 478-5852 if you have any questions.
• Kitsap Transit is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request disability accommodation in the hiring process, contact jobapplada@kitsaptransit.com at least ten days in advance or 360-479-4348 (TDD).
• If you qualify for the Veterans Scoring Criteria under RCW 41.04.005 and 41.04.010, you must answer all questions regarding Veterans Scoring Criteria Status Declaration in the application and upload a copy of the substantiating document as listed in the application.
• Kitsap Transit is subject to the requirements of the Federal Drug-Free Workplace Act and CFR Part 40 & Part 655, which prohibits the use of marijuana at any time while employed by Kitsap Transit.

Employment Type: Full-Time