Customer Service Specialist III - Seattle, United States - King County

Description

Salary:
$ $35.02 HourlyLocation : Seattle, WA

Job Type:
Multiple job types-career service and/or temp
Job Number: 2024SM22004Department: DES - Executive ServicesDivision: FMD - Facilities Mgmt
Opening Date: 05/31/2024
Closing Date: 6/14/2024 2:59 PM Pacific


FLSA:

Non-ExemptBargaining Unit:

F1A : L117-AdminFull- or Part-Time: Full TimeHours/Week: 40 hours/weekSummaryThis recruitment will be used to fill two vacant Customer Service Specialist III positions - one Career Service position, and one Term-Limited Temporary (TLT) position.

For details on TLT positions, please refer to the "Supplemental Information" section below.

The King County Facilities Management Division (FMD) has an exciting opportunity to join our dynamic team as a Customer Service Specialist lll (CSS3).

This position will afford candidates the opportunity to showcase their experience in a variety of areas, including but not limited to:

facility management/facility maintenance management, providing excellent customer service to all stakeholders, customer recovery, work order management, problem solving, providing support to internal and external customers, and working on a team with common goals.

The Customer Service Specialist III (CSS3) is responsible for the majority of the work order intake process, and the customer care team processes a high volume of both calls and email requests.

The CSS2 will work closely with the Customer Service Specialist IVs, trades, maintenance planners and other King County entities, and will report directly to the Customer Services CoordinatorWho is Facilities Management Division

• Customer Care Team?The Customer care team, facilitates intake and tracking of work orders for King County owned and leased facilities with a building portfolio of 48 buildings and growing The team currently consists of 1 Customer Service Specialist III, 2 Customer Service Specialist IVs and the Customer Care Coordinator.

The Customer Care Team interfaces with King County employees and internal division partners on a daily basis. We also respond to facilities related inquiries from the general public. COMMITMENT TO EQUITY AND SOCIAL JUSTICEAs 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.

Job DutiesSCOPE OF JOB DUTIESTo be considered for this opportunity, you must, at a minimum, demonstrate the skills and ability to:

Provide excellent customer service by phone, in person and by e-mail in a fast-paced setting that requires both speed and accuracy, while utilizing clear and concise speech in both written and verbal communications.

Perform administrative support tasks such as data entry, e-mail and document records management, and filing.
Demonstrate an understanding of facility management including preventive maintenance, corrective maintenance, project work, and building systems.

Experience using Computerized Maintenance Management Systems (CMMS).Intake requests and queries from internal/external customers via phone/e-mail, enter into Maximo (CMMS).Have effective communication and interpersonal skills with a focus on collaboration and working as an integral part of a team with the ability to be an independent thinker who looks for new ways to solve problems.

Perform other duties as assigned.

Experience, Qualifications, Knowledge, SkillsWE ARE LOOKING FOR CANDIDATES WHO HAVE:

Skill in operating a personal computer utilizing the Microsoft Office Suite to perform data entry and retrieval tasks and perform word-processing, spreadsheet or other functions as required.

Skill in using a (CMMS).Skill in planning and prioritizing work.
Skill in articulating ideas verbally and in writing for diverse audiences. Skill in addressing politically sensitive issues.
Skill in applying customer relations techniques. Skill in teaching others.
Skill in business writing/correspondence.
Skill in communicating with individuals from diverse backgrounds and cultures under stressful conditions.

Skill in problem solving with the ability to troubleshoot quickly and correct errors, detail oriented and work with a high level of accuracy.

Supplemental InformationAPPLICATION PROCESS:
This recruitment is open to all qualified candidates.
A completed King County application is required.
Candidates are also required to submit a cover letter or letter of interest outlining your interest in this opportunity.
Candidates may be required to complete a writing assessment as part of the recruitment process.
Successful candidate(s) will also be required to successfully complete a pre-hire reference check.


POSITION INFORMATION/NECESSARY REQUIREMENTS:
Term-Limited Temporary (TLT) positions are temporary and "at-will" but are full-time (40 hours/week) and eligible for comprehensive benefits. This TLT is currently anticipated to last 24 months.

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.

This position is a hybrid position with onsite requirements at the King County Administration Building as business needs dictate. All King County employees should be aware that onsite requirements are subject to change at any time.


Normal work hours:
Monday

• Friday, 8:00 a.

m. - 4:30 p.m.

Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.

This position is represented by Teamsters, Local 117.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 , 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) EmployerNo 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 ApplyIf 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.

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being.

Eligible positions receive the following benefits and have access to the following programs:

Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan Transportation program and ORCA transit pass 12 paid holidays each year plus two personal holidays Generous vacation and paid sick leave Paid parental, family and medical, and volunteer leaves Flexible Spending Account Wellness programs Onsite activity centers Employee Giving Program Employee assistance programs Flexible schedules and telecommuting options, depending on position Training and career development programsFor additional information about employee benefits, visit our This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy.

If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.


NOTE:

Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position.

Short Term Temporary positions are not eligible for an ORCA transit pass.

For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.01 Have you thoroughly completed all required entries on the King County application? Yes No 02 Are you aware of the details of a Term-Limited Temporary (TLT) position with King County? Yes No 03 Have you thoroughly read the job duties, qualifications and expectations listed in this job posting? Yes No 04 Are you aware of the hybrid working requirements for this role? Yes No 05 Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? ANDIs this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? ANDDo you possess the skills and abilities to qualify for this position? Yes, I was given a layoff notice from my role at King County and I am within two years of the effective date of my layoff.

Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.

No.

06 If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided:1.

The title you held when you received your layoff notice2. The department you worked in3. The effective date of your layoff Required Question