Transit Pass Sales Representative

This position is open to all King County Employees and the general public. 

Transit Pass Sales Representatives (PSRs) provide a critical touchpoint for community members in King County who need assistance using the regional transit system. PSRs provide compassionate in-person customer service that includes selling ORCA cards & product, providing transportation solutions to the public and ensuring that customers have the information they need to successfully navigate the regional transit system. These in-person interactions may occur in the Pass Sales Office in King Street Center or at outreach events throughout the region.

In addition to working with customers in-person, PSRs fulfill orders received online and by mail, perform administrative order support, print and distribute ORCA cards to the region, and provide excellent customer service by phone and email.

Multiple computer programs including Microsoft Office and proprietary ORCA software are used to process orders, interact with customers and communicate throughout the agency. Successful adoption and navigation of these systems is critical to performing daily tasks.

This recruitment will be used to fill one full-time Career Service vacancies. This recruitment may also be used to create an eligibility list to fill future career service vacancies in this classification that may occur over the next twelve months.  The list will be valid for 12 months upon creation and used at the discretion of the hiring authority. NOTE: If you are interested in being considered for future career service opportunities that may occur in the next year, please apply for this recruitment.

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. 

 As a Pass Sales Representative, you will:

• Work compassionately with customers to ensure they get what they need to navigate the regional transit system. This includes providing information and answering questions regarding ORCA and regional transit system
• Collaborate with team members to solve problems and improve processes
• Engage customers and positively represent ORCA at outreach events
• Use multiple software programs to sell and issue ORCA cards and transit products.
• Navigate travel and transportation of equipment to outreach locations, including driving county vehicles
• Provide complete customer service to all customers. Interactions may be in person, by phone or in writing
• Maintain empathy and tactfulness while dealing with customers experiencing difficult circumstances
• Report technical issues found within ORCA system 
• Perform sales, accepting a variety of payment types
• Accurately report daily cash and sales transactions
• Maintain an accurate inventory of supplies and sales. Reconcile inventory and cash drawer
• Maintain confidential records and information.
• Adapt to technological changes and new programs and functionality that come online
• Participate in team meetings and activities
• Perform other tasks as assigned

Minimum Qualifications:

• At least two years of experience providing excellent customer service in a fast-paced production-oriented work environment, while using multiple computer systems concurrently
• Strong analytical, numerical, and problem-solving skills
• Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds
• Demonstrated technical skills including proficiency in MS Office and the ability to learn new systems
• Proven ability to work with a high degree of accuracy, including accurate cash handling and data entry
• Experience working with a diverse group of individuals including elderly, disabled and unhoused persons, in a tactful, empathetic, and sensitive manner
• Demonstrated experience being a dependable and reliable team member, the ability to work well with others and to support a team’s success
• Excellent oral and written communication skills and the ability to read, learn, comprehend, and clearly explain policies, procedures, and information found on fare media, timetables, and schedules
• Ability to demonstrate reliable and punctual attendance
• Ability to receive instructions/feedback and coaching/counseling

 Desired Qualifications: 

• Familiarity with ORCA products
• Experience with Salesforce CRM
• 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

Physical Requirements:

• Pass Sales Representatives are required to push mobile workstations up to 60 lbs. (which includes computer, card printer, receipt printer, cash drawer, credit card reader and ORCA card reader), set up a mobile tent, chairs, and tables, and lift objects weighing up to 30 pounds in an elevated position

Driving Requirement

• Pass Sales Representatives must have the ability to travel to outreach locations in county vehicles. A Washington State Driver’s License and the ability to be added to King County’s insurance is required

Who May Apply?

This position is open to all King County Employees and the general public. 

Forms and Materials Required

An online employment application, with employment history going back at least ten years if you have ten years of employment (or more to include all relevant experience), answers to the supplemental questions, and a cover letter are required. Attaching a resume is optional.

NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.

Applications that are not complete, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs. For Tips on Applying, please visit http://www.kingcounty.gov/jobs/applying.aspx.  

Selection Process

Applications will be screened for qualifications, clarity, and completeness. Competitive applicants will be invited to participate in testing. Candidates who pass the testing portion may be invited to a panel interview. References will also be conducted and a driving abstract review.

Work Location

This position works onsite at King Street Center, 201 S. Jackson St., Seattle, WA (Pioneer Square). Any travel to outreach locations would start from the primary work location.

Work Schedule

This position is non-exempt from the provisions of the Fair Labor Standards Act and is overtime eligible. PSR shifts are in-person Monday through Friday, 8:00 AM to 5:00 PM except major holidays. Limited weekend and after-hours may be required around outreach activities.

About King County Metro Transit

King County Metro Transit is a regional and national leader in getting people to work quickly, reducing commuter stress, addressing climate change and improving urban air quality through sustainable transportation strategies, and by providing comfortable, effective and equitable regional mobility services for commuters, residents, and visitors of King County, Washington.

Competitive Benefits

King County provides our employees with a free transportation pass (good on most transit systems throughout the Puget Sound region) and access to the building gym, with lockers, showers, and bike room. We offer a benefits package that includes very competitive medical, dental and vision benefits plan for the whole family and domestic partner, generous vacation, sick holiday and executive leave plans, and participation in the State's Public Employees Retirement Plan (if applicable) are provided, as well as the option of participating in the County's deferred compensation plan (a 457 plan).

Union Representation

This job is represented by the Amalgamated Transit Union, Local 587.  

Class Code: 4320300

Questions about this recruitment?  if you have questions please contact:  Tracy Bylund at tbylund@kingcounty.gov. 

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.

Salary : $56,368 - $80,517