Customer Service Specialist II

Are you a dedicated Customer Service Professional? Do you like helping customers, providing assistance and follow through to their questions and needs? If so, apply for this position because we need you.  The Customer Service Specialist II position provides customer service in receiving and referring inquiries and/or complaints for the Roads Maintenance Section 24/7 Front Desk. This position involves dialog with the customer to obtain needed information, clarify what is desired, and/or determine how service can best be rendered.  Successful applicants will be able to demonstrate a strong commitment to customer service and desire to solve problems, and will be able to maintain composure and focus in a busy and sometimes hectic work environment.  

Our commitment to Equity, Racial and Social Justice  

The Department of Local Services is deeply dedicated to fostering Equity, Racial and Social Justice in every aspect of our work. Our commitment to “True North” values which ensures every person has the opportunity to thrive and reach their full potential and forms the core of our mission and purpose. Our pledge is to cultivate, embrace, and celebrate the distinct experiences, viewpoints, and perspectives of our people, partners, and the communities we serve. Through this work, we dismantle systemic barriers, address inequities, and actively confront prejudices and biases. We acknowledge this journey is ongoing, and we remain steadfast in our efforts to create a positive impact for our employees and communities alike.

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. 

• Respond to routine and emergency phone calls, determine the nature of the caller's concerns, the geographic location and accurately input information into a computer and/or refer the caller to the appropriate agency in a courteous manner.
• Notify field staff of problems via radio, telephone, and/or e-mail.
• Monitor radio frequency and respond to broadcasts from field personnel and answer phone calls simultaneously.
• Determine the validity, correctness, and completeness of information received and complete proper documentation.
• Maintain and/or retrieve information searches through files, records, maps and computer files.
• Perform data-entry, file documents, send and receive e-mail, access County websites.
• Perform other duties as assigned.

Minimum qualifications:

• Proven experience delivering exceptional customer service by interacting tactfully and courteously with the public.
• Strong decision-making abilities, including making quick, accurate decisions in high-pressure situations, obtaining critical information from callers, and prioritizing emergencies effectively.
• Demonstrated experience responding to emergencies and/or stressful and difficult calls. 
• Excellent oral and written communication skills to convey information clearly and accurately.
• Experience in the use of computers and Microsoft applications to include, but not limited to MS Word, Excel, and the Internet.
• Ability to work independently and under limited supervision.
• Skilled in prioritizing and managing assignments under tight deadlines and changing priorities.
• Willingness and ability to apply King County's core values around inclusion, equity and social justice as a team member and representative of King County to internal and external customers.

 DESIRED QUALIFICATIONS:

• Knowledge of Road Maintenance Terminology
• Knowledge of King County geographic area
• Experience working in a Public Works environment

NECESSARY REQUIREMENTS:

• Ability to report to work during inclement weather

INTERVIEW SCHEDULE:

Those applicants who pass the initial screening will be invited to participate in a 15 minute phone interview the week of February, 10, 2025    

WHO MAY APPLY:  

This recruitment is open to all qualified applicants and may be used to fill current and or/future career service, term-limited temporary, short-term temporary, and or/special duty positions over the next six months. 

Special duty opportunities are open only to current King County career service employees who have completed their initial probation. Special duty applicants must have approval from their current supervisor to accept an assignment. Current employees selected for special duty will be compensated based upon the provisions of the collective bargaining agreement, King County Personnel Guidelines, or Coalition Labor Agreement for their base assignment. 

APPLICATION PROCESS: 

A full and complete King County application is required. You may also provide a resume and cover letter, summarizing how you meet the experience, qualifications, knowledge, and skills for the position. 

WORK SCHEDULE:

Full-Time position - The work week is normally Saturday through Wednesday, 9:30 pm to 7:30 am

Temporary on-call position – Can work any day of the week and shift as needed

This position is Non-Exempt from the provisions of the Fair Labor Standard Act and is eligible for overtime pay, with prior supervisor approval.

EMERGENCY DESIGNATION STATUS:

Mission-Critical Employees: Those employees who provide, maintain, and re-establish essential county functions as described in agency Continuity of Operations plans. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.    Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.   

To learn more about the Road Services Division, Permitting or Director’s Office, please visit our websites at:  

Road Services Division: 

https://kingcounty.gov/en/dept/local-services/transit-transportation-roads/roads-and-bridges/road-services 

Permitting: 

https://kingcounty.gov/en/dept/local-services/permits 

Director’s Office: 

https://kingcountylocalblog.com/category/directors-office/ 

Forbes named King County as one of Washington State's best employers.

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 "True North", 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.

For more information about this recruitment, please contact:

Cassandra Montgomery
Senior HR Analyst
206-263-5866
cassandra.montgomery@kingcounty.gov

Salary : $26 - $34