Customer Service Specialist

Customer Service Specialist II

This recruitment is open to all King County employees and the general public. Are you a dedicated Customer Service Professional? Do you like helping customers, providing assistance and follow through to their questions and needs? If so, apply for this position because we need you. The Department of Local Services Roads Division is looking for one (1) Full-Time Customer Service Specialist II and one (1) Part-Time term-limited temporary or special duty positions.

The Full-Time role is expected to last for six months in duration with possibility of extension. The Part-Time role is expected to last one year in duration with possibility of extension. The successful candidates in these roles will provide customer service in receiving and referring inquiries and/or complaints for the Roads Maintenance Section 24/7 Front Desk. This position involves having dialog with customers to obtain needed information, clarifying what is desired, and/or determining how service can best be rendered.

Successful applicants will be able to demonstrate a strong commitment to customer service and desire to solve problems and will be able to maintain composure and focus in a busy and sometimes hectic work environment.

The Department of Local Services is deeply dedicated to fostering Equity, Racial and Social Justice in every aspect of our work. Our pledge is to cultivate, embrace, and celebrate the distinct experiences, viewpoints, and perspectives of our people, partners, and the communities we serve. Through this work, we dismantle systemic barriers, address inequities, and actively confront prejudices and biases. We acknowledge this journey is ongoing, and we remain steadfast in our efforts to create a positive impact for our employees and communities alike.

The King County Road Services Division designs, builds, operates, and maintains roads and bridges in unincorporated areas of King County. The Division is committed to ensuring the county's transportation system is safe and efficient for all uses and modes of travel.

To learn more about the Road Services Division, visit us at:
About the Road Services Division
- King County, Washington.

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 that exemplify shared values, behaviors, and practices to all aspects of the work.

• Respond to routine and emergency phone calls, determine the nature of the caller's concerns, the geographic location and accurately input information into a computer and/or refer the caller to the appropriate agency in a courteous manner.
• Notify field staff of problems via radio, telephone, and/or e-mail.
• Monitor radio frequency and respond to broadcasts from field personnel and answer phone calls simultaneously.
• Determine the validity, correctness, and completeness of information received and complete proper documentation.
• Maintain and/or retrieve information searches through files, records, maps and computer files.
• Perform data-entry, file documents, send and receive e-mail, access County websites.
• Perform other duties as assigned.

Minimum Qualifications:

• Proven experience delivering exceptional customer service by interacting tactfully and courteously with the public.
• Strong decision-making abilities, including making quick, accurate decisions in high-pressure situations, obtaining critical information from callers, and prioritizing emergencies effectively.
• Demonstrated experience responding to emergencies and/or stressful and difficult calls.
• Excellent oral and written communication skills to convey information clearly and accurately.
• Experience in the use of computers and Microsoft applications to include, but not limited to MS Word, Excel, and the Internet.
• Ability to work independently and under limited supervision.
• Skilled in prioritizing and managing assignments under tight deadlines and changing priorities.
• Willingness and ability to apply King County's core values around inclusion, equity and social justice as a team member and representative of King County to internal and external customers.

Desired

Qualifications:

• Knowledge of Road Maintenance Terminology.
• Knowledge of King County geographic area.
• Experience working in a Public Works environment.
• Working familiarity with People Soft.
• Knowledge of City Works or other similar GIS systems.

Necessary…