Customer Information Specialist

Salary :
$54,184.00 - $77,417.60 Annually

Location :
Seattle, WA

Job Type:
Career Service, Full Time, 40 hrs/week

Job Number:
2024MT21187

Department:
MTD - Metro Transit

Division:
Mobility

Opening Date:
06/21/2024

Closing Date:
7/14/2024 11:
59 PM Pacific

FLSA:
Non-Exempt

Bargaining Unit:
J2 :
ATU L587-Transit

Full- or Part-Time:
Full Time

Summary

Metro Transit's Customer Information Office (CIO) is hiring 1 career service Transit Customer Information Specialists to answer customer questions regarding transit routes, schedules, fares, transfer points, and other transit services from the Customer Information Office call center. This position also records, routes and responds to commendations, complaints, and service requests concerning transit and accessible services; manages the logging, tracking and answers inquiries about lost items and disposing of unclaimed lost items; sells fare media by phone and assists customers with the ORCA fare card and mobile ticketing systems.

This recruitment will be used to fill one (1) Transit Customer Information Specialists. In addition, this selection process will be used to generate an eligibility pool for future career service, special duty assignment, TLT (Term Limited Temporary) or STT (Short Term Temporary) vacancies that are expected to occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting or extended, 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. As a Transit Customer Information Specialist, you will also:

• Plan transit itineraries for customers using public transportation to travel in the Puget Sound area. Provide schedules for the multimodal transit services operated by Metro to meet customers' transportation needs. As well as answer questions on how to use regional transit services.
• Use a range of reference sources to find appropriate transit service and transit-related information.
• Receive, route and respond to customer requests, commendations, complaints and inquiries via telephone, voicemail, email, or through written correspondence, utilizing a cloud-based CRM platform
• Sell fare media over the phone, answer questions and help resolve customer problems with the ORCA card and the Transit GO Ticket mobile application.
• Manage found items delivered to Metro's Lost and Found Office and answer calls, follow up on voicemail, and assist customers at the walk-up window to locate found items. Dispose of unclaimed lost items upon expiration of their hold date.
• Receive calls about items lost on Metro-owned facilities and operated vehicles. Attempt to trace lost items using transit applications, resources and interdepartmental collaboration.
• Perform other special tasks as assigned.

• Experience working in a customer service role demonstrating the ability to provide assistance to and positively interact with the public.
• Excellent customer service skills. This includes the ability to be courteous and patient with all customers, and to maintain professionalism while under stress and when dealing with angry or difficult customers. This also means the ability to communicate with a diverse group of individuals including seniors and persons with disabilities, in a tactful, diplomatic and sensitive manner.
• Ability to read and comprehend maps, timetables, transit schedules, fare media and other resources and have strong communication skills to provide this information to customers.
• Ability to follow oral and written instructions and to complete assigned tasks on schedule.
• Ability to multi-task in handling web-based or emailed contacts from customers, while also being available to take and respond to a steady volume of customer phone calls.
• Have demonstrated experience using computers, maneuvering between multiple applications and programs, and the ability to learn new or updated digital applications, programs and technology efficiently.
• Are able and confident solving problems. This means you are able to understand a customer's needs and will use information, resources and tools to provide them effective solutions while applying policies using good judgment.
• Ability to work independently and also as part of a team. You are able to establish effective relationships in a diverse work environment and interact cooperatively.
• Ability to demonstrate reliable and timely attendance.
• Ability to learn from directions, observations, and mistakes, and apply procedures using good judgment.
• Ability to receive instructions/feedback and coaching/counseling.
• Are passionate about serving King County's diverse population.

• Personal or working experience with a transit system.
• Experience providing excellent customer service in a high-volume call center setting.
• Experience assisting angry or challenging individuals, elderly or individuals with disabilities.
• Basic knowledge of the Puget Sound area geography, roads/streets, and points of interest.

• A working phone is required in order to be contacted for scheduled and emergency work assignments.
• Work is generally performed at a desk using a phone and computer, in a hybrid telework and office environment with minimal exposure to health and safety hazards. You must be able to work from home when not in the office.
• Deadlines and heavy customer volume pressure are common in these positions.
• Some additional stress is involved because of the potential hostility of customers regarding transit service when handling complaint situations.
• Some shifts require the ability to lift 40 lbs. and be on your feet for the majority of your workday.