Customer Service Specialist (ACCESS)

Position Summary:   We are looking for two Customer Service Specialists to join our ACCESS team who will under general supervision, respond to requests for information and provide customer service for ACCESS services and programs.

Characteristic Duties and Responsibilities are as follows: 

 

Responds to requests for information for transit services and programs; assists customers in identifying transit programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation with other paratransit and fixed route services to ensure connections for passengers traveling outside of the County.

 

Provides trip information on existing routes to passengers; enters requests for rides into computerized scheduling systems, working with passengers to negotiate pickup and return times within established service policies; maintains customer files in computerized system; assigns trips to ACCESS routes where appropriate; accommodates same day requests and changes; calls passengers with pickup times or time adjustments; places recurring rides into computerized system; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers.

 

Participates in promoting transportation programs to government and social service agencies, employers and citizens through community outreach; periodically surveys passengers for comments and suggestions.

Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints.

 

Participates on internal and external committees.

 

Collects and maintains a variety of service-related information and data; maintains databases and prepares reports; maintains inventory and database for lost and found items; searches for lost valuables and arranges their return.

 

Assists capable ACCESS and potential new routed customers with learning to ride fixed route buses.

 

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:  

This position requires a high school diploma/GED and two years’ experience providing customer service to the public.  Experience in the public sector or social services field and in providing service to clients with physical, cognitive or developmental disabilities is a plus.

You must be able to deal positively and appropriately with the public; work effectively with people having a variety of disabilities; understand physically impaired speech and/or limited English speakers; read and find addresses on maps and read bus schedules.

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

 

• Customer relations and presentation skills
• Maintaining records and preparing reports
• Composing routine correspondence
• Handling cash, making change and balancing cash receipts
• Providing information and explaining regulations, procedures and guidelines to others
• Communicating effectively orally, in writing and on social media
• 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

 

Salary Range:  The range for this position is $25.44 - $34.22 per hour, commensurate with experience.  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 general leave accrual of 6.7693 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:  Employees in this position rotate shifts.  You must be able and willing to work your shift during our hours of operation which are 7:00 a.m. until 6:00 p.m., seven days a week, including weekends and holidays.  You must also be able and willing to work overtime when necessary, sometimes on very short notice.  Hours of work may change based on program needs.

Working Conditions/Physical Requirements:  

Work is performed in an open area at a computer terminal in a noisy work environment.  The work involves extensive telephone communication and occasional exposure to unusual, difficult, or complex customer service situations.

 

You must be able to hear at normal levels and speak clearly for telephone communication; computer usage requires the ability to operate a keyboard for long periods of time. 

 

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.

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 Janel Silver in the Human Resources Department at (360) 473-1138 if you have any questions.

 

Closing Date:  This posting is open until Friday May 9, 2025. You may include a resume; however, it may not be used in lieu of a completed application.

 

• 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.

Salary : $25 - $34