Customer Service Specialist III - ID Access

The ID Access Office with the Customer Experience Section of the Facilities Management Division (FMD) is looking to fill a vacancy for a Customer Service Specialist III. The main responsibilities of this position are centered around providing excellent customer service to all ID Access customers, the processing of employee ID/bus pass/key card requests, replacements and returns, granting and removing building clearance levels, updating weekly reports, and monitoring the work order system for key requests. This position provides in-person customer service, as well as a significant amount of customer interaction through phone and email.  
 
This recruitment is to fill one immediate full-time, benefited position, and to create an eligibility list of competitive candidates to fill future vacant positions as they become available throughout the year; however the list may be expired at any time.
 

The Facilities Management Division at King County 

Through a workforce of over 350 dedicated employees, the FMD operates and manages the County's capital assets by developing and maintaining cost-conscious, sustainable, high-quality facilities, and environments. The division is comprised of eight sections, supported by the Director’s Office and Human Resources:  

• Customer Experience Section
• Building Operations Services
• Major Projects and Capital Planning
• Finance
• Real Estate Services
• Health Through Housing
• Security Management Services
• Harborview Bond Project

Click here to learn more about the Facilities Management Division.

COMMITMENT TO EQUITY AND SOCIAL JUSTICE 
As the only jurisdiction in the world named after Dr. Martin Luther King, Jr., one of the most influential civil rights leaders in our nation's history, King County is a vibrant international community with residents that represent countries from around the world. It is a region with increasing diversity that cherishes the traditions of many cultures. 
 
We have a deep commitment to equity and social justice and advancing practices, strategies, and policies that promote fairness, justice, and opportunity for all – in our workplaces and our communities. With this commitment, King County has adopted a pro-equity agenda to advance regional change and ensure that residents from vulnerable communities are incorporated into our emergency planning and public outreach efforts.
 
Click here to view a microlearning about King County's commitment to Equity, Racial and Social Justice:

SCOPE OF JOB DUTIES - Successful candidates for this position will demonstrate at a minimum, the skill and ability to:  

• Respond to customer requests via email, phones, and in-person.  
• Review forms for completeness, including authorized signatures, if necessary.  
• Print and distribute key cards.  
• Point of contact for FMD Carpenters for cut keys.  
• Track, record, and distribute cut keys to customers.  
• Enter Data within ID Access keycard clearance database.  
• Deactivate lost or stolen cards, and process returned key cards for terminated employees.  
• Act as point of contact for ID Access unit work orders.  
• Manage the temporary-badge inventory.  
• Provide administrative support services as needed.
• Other duties as assigned.

OUR IDEAL CANDIDATE WILL HAVE: 

• Experience in customer service via telephone and in-person with the ability to demonstrate discretion, patience, etiquette, and professionalism.  
• Problem solving skills and experience in handling critical, time-sensitive, and emergency situations.  
• Knowledge of rules, regulations, codes, laws, policies, procedures, and ordinances pertaining to work assignments.  
• Intermediate to advanced skills in the use of a variety of Windows-based computer programs such as MS Word, Excel, Exchange, Teams and Outlook.  
• Experience with action tracking on specific work assignments and other related items.  
• Ability to work independently and exercise good judgment.  
• Knowledge of office practices, procedure, and functions.  
• Skill in prioritizing workload and adapting to changes in workload demand.  
• Skill in conducting research on a specific work assignment.  
• Skill and understanding of maintaining the confidentiality of sensitive matters and documents.  
• Badge and access database office experience working directly with employees, contractors, and interns. 

POSITION INFORMATION/NECESSARY REQUIREMENTS:

• Career Service positions are full-time, comprehensive benefits eligible, and considered permanent after a successful 6-month probationary period.
• This position is considered Mission Critical in an emergency and you will be required to report your status as instructed by the Facilities Management Division.
• The standard schedule and for this position will be Monday - Friday from 8:00 AM - 4:30 PM.
• This position will require onsite reporting primarily to the King County Chinook Building, 401 5th Ave., Seattle, WA 98104.
• Employees are paid on a bi-weekly basis, every other Thursday, comprising a 40-hour workweek.
• This position is represented by Teamsters, Local 117.
• If you have any questions related to this recruitment, please feel free to reach out to Sarah McCauley at smccauley@kingcounty.gov.

Salary : $29 - $37