Customer Service Specialist III; TLT​/SDA

Position Overview

The Customer Experience Section of the Facilities Management Division (FMD) is recruiting candidates for a Customer Service Specialist III position(s). The FMD Customer Experience Section has CSS IIIs who support multiple units within the section. These positions are part of FMD’s service request intake group and have a high level of customer interaction. This position provides in-person customer service, as well as a significant amount of customer interaction through phone and email.

This position will collaborate with other FMD staff to ensure a positive experience for customers.

This recruitment will be used to fill two (2) Term-Limited Temporary (TLT) and/or Special Duty Assignment (SDA) positions which are expected to last six (6) months with the possibility of being extended.

• TLT opportunities are "at will" but are full-time and eligible for comprehensive benefits and may be eligible for retirement benefits.
• SDA opportunities are only available to active Career Service King County employees who have successfully completed their initial County probationary period.

This recruitment may also be used to create an eligibility list for future TTLT and/or SDA vacancies.

• Provide excellent customer service by phone, in person and by electronic communication.
• Perform tasks with efficiency and accuracy.
• Respond to customer requests via electronic communication, phones, and in-person.
• Review forms for completeness, including authorized signatures, if necessary.
• Display strong written and verbal communication skills.
• 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.
• Demonstrate experience using Computerized Maintenance Management Systems (CMMS).
• Intake requests and queries from internal/external customers and route to teams.
• Use effective communication and interpersonal skills.
• Work within a team setting.
• Participate in process improvement efforts.
• Document standard work.
• Provide administrative support services as needed.
• Perform other duties as assigned.

• Intermediate to advanced skills in the use of a variety of Windows-based computer programs such as MS Word, Excel, Exchange, Teams and Outlook.
• Knowledge of rules, regulations, codes, laws, policies, procedures, and ordinances pertaining to work assignments.
• Problem solving skills and experience in handling critical, time‑sensitive, and emergency situations.
• Experience in customer service via telephone and in‑person with the ability to demonstrate discretion, patience, etiquette, and professionalism.
• Ability to work independently and exercise good judgment.
• Knowledge of office practices, procedure, and functions.
• Skill in prioritizing workload and adapting to changes in workload demand.
• Skill in conducting research on a specific work assignment.
• Skill and understanding of maintaining the confidentiality of sensitive matters and documents.
• Skill in using a CMMS and/or databases of customer information.
• 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 business writing/correspondence.
• Skill in communicating with individuals from diverse backgrounds and cultures under stressful conditions.

• This recruitment is open to all qualified applicants.
• A thoroughly completed King County application is required for consideration.
• A cover letter and resume are not required, but are encouraged.
• Successful candidates will also be required to complete pre‑hire reference checks.

• 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.
• The standard schedule for this position will be Monday – Friday from 8:00 AM – 4:30 PM.
• This position will require onsite reporting primarily to the King County Chinook Building, 401 5th Ave., Seattle, WA 98104.
• Employees are paid on a bi‑weekly basis, every other Thursday, comprising a 40‑hour work week.
• This position is represented by Teamsters, Local 117.

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.

For questions related to this recruitment, please contact Sarah McCauley at smccauley.