Customer Information Specialist

Job Title

Customer Information Specialist

Metro Transit's Customer Information Office (CIO) is hiring four Career Service Transit Customer Information Specialists to answer customer questions regarding transit routes, schedules, fares, transfer points, and other transit services from the Customer Information Office call center. This position also records, routes, and responds to commendations, complaints, and service requests concerning transit and accessible services; manages the logging, tracking, and answers inquiries about lost items and disposing of unclaimed lost items;

sells fare media by phone and assists customers with the ORCA fare card and mobile ticketing systems.

• Plan transit itineraries for customers using public transportation to travel in the Puget Sound area.
• Provide schedules for the multimodal transit services operated by Metro to meet customers’ transportation needs and answer questions on how to use regional transit services.
• Use reference sources to find appropriate transit service and transit‑related information.
• Receive, route, and respond to customer requests, commendations, complaints, and inquiries via telephone, voicemail, email, or written correspondence, utilizing a cloud‑based CRM platform.
• Sell fare media over the phone, answer questions, and help resolve customer problems with the ORCA card and the Transit GO Ticket mobile application.
• Manage found items delivered to Metro’s Lost and Found Office and assist customers at the walk‑up window to locate found items. Dispose of unclaimed lost items upon expiration of their hold date.
• Receive calls about items lost on Metro‑owned facilities and operated vehicles and attempt to trace lost items using transit applications and interdepartmental collaboration.
• Perform other special tasks as assigned.

• Experience working in a customer service role, demonstrating the ability to provide assistance to and positively interact with the public.
• Excellent customer service skills and ability to remain courteous and professional under stress and with angry or difficult customers.
• Ability to read and comprehend maps, timetables, transit schedules, fare media, and other resources.
• Ability to follow oral and written instructions and complete assigned tasks on schedule.
• Ability to multi‑task, handling web‑based or emailed contacts while being available for a steady volume of customer phone calls.
• Experience using computers, navigating multiple applications, and learning new digital applications efficiently.
• Ability to solve problems and use information, resources, and tools to provide effective solutions while applying policies with good judgment.
• Ability to work independently and as part of a team, establishing effective relationships in a diverse environment.
• Reliable and timely attendance.
• Ability to learn from directions, observations, and mistakes and apply procedures with good judgment.
• Passion for serving King County’s diverse population.

• Personal or working experience with a transit system.
• Experience providing excellent customer service in a high‑volume call center.
• Experience assisting angry or challenging individuals, elderly, or people with disabilities.
• Basic knowledge of the Puget Sound area geography, roads, streets, and points of interest.

• Working phone required for scheduled and emergency assignments.
• Work performed at a desk using a phone and computer in a hybrid telework and office environment with minimal exposure to health and safety hazards; ability to work from home when not in the office.
• Expect heavy customer volume and deadlines; some shifts require lifting 40 lbs and standing for most of the workday.

• Online employment application
• Cover letter
• Answers to all supplemental questions

New hires must successfully complete a fully paid training period lasting 6–8 weeks from 8:00 am to 4:30 pm Monday–Friday on‑site at King Street Center. After training, employees work on‑site or in a hybrid model in various assigned weekday shifts.

Hybrid…