Customer Support Liaison

Summary

Our Department of Local Services (DLS) Director’s Office is currently seeking to hire a Customer Support Liaison. The role supports daily community relations, economic development, performance monitoring, service response, contracting, emergency operations, intergovernmental relations, participatory budgeting, and community needs activities. The position will be based at the King Street Center in downtown Seattle and will occasionally attend community events on evenings and weekends.

• Lead and manage intake, tracking, and reporting of inquiries received via email, calls, and comments from community members, leadership, and elected officials.
• Develop a department‑wide tracking system for customer inquiries, including FAQs, and maintain records to ensure consistency and compliance with public records retention laws.
• Coordinate the full lifecycle of inquiries and service requests from intake through response and fulfillment, providing status reports and trending issue analyses for leadership.
• Build networks with agency partners and key King County staff to support timely research and response; coordinate with subject matter experts to draft, review, and prepare written email responses for signature by management or elected officials.
• Assist with coordinating or participating in in‑person and remote community outreach and internal engagement as needed, including community meetings, open houses, and staff engagement events.
• Foster inclusion and belonging while collaborating and communicating with diverse stakeholders, incorporating equity and social justice into the DLS customer service program.
• Perform other duties as assigned.

• Accountable
• Collaborative
• Timely
• Impactful
• Value Employees
• Accessible
• Trusted
• Equitable

• At least five years of progressively responsible experience in public communications, community relations, or comparable public agency roles in transportation, construction, public works, or community planning.
• Expertise in crafting equitable communications and outreach plans for projects or programs of various sizes.
• Advanced skills in editing for grammar, punctuation, spelling, and AP Style.
• Highly organized with the ability to manage multiple priorities in a fast‑paced environment.
• Experience navigating political environments and communicating diplomatically with diverse groups, customers, and elected officials.
• Compassionate and experienced in customer service and community outreach.
• Demonstrated passion for equity, belonging, inclusion, and racial and social justice.
• Experience in customer relations with individuals and groups from diverse backgrounds.
• Ability to work effectively in high‑pressure, target‑driven environments.

• Experience with King County or local government issues, processes, and procedures.
• Familiarity with the DLS mission, vision, and organization, especially in transportation and permitting at the local level.

The work week is typically Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional work outside normal business hours and on weekends. This position is exempt under the Fair Labor Standards Act and is not eligible for overtime pay.

This position is designated as Non‑Mission Critical; employees may be redirected during emergencies while essential functions remain prioritized.

This position is non‑represented.

This is a hybrid position requiring office presence at least three days per week. Employees must reside in Washington State and be within reasonable distance to the King County worksite. Efforts will be made to support a reliable remote workspace and connectivity.

• Medical, dental, and vision coverage options
• Life and disability insurance
• 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 plus two personal holidays
• Generous vacation and paid sick leave
• Paid parental, family, medical, and volunteer leave
• 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 programs

Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan, will vary based on the terms of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.

King County is an Equal Employment Opportunity 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.