Customer Support Liaison

Our Department of Local Services (DLS) Director’s Office is currently hiring a Customer Support Liaison who plays a key role in supporting DLS operations and fostering a cohesive workplace culture. This position requires working from the King Street Center building in Seattle, with occasional participation in community events on evenings and weekends.

• Lead and manage intake, tracking, and reporting of email inquiries, calls, and comments from community members, leadership, and elected officials for the director’s office.
• Develop a department-wide tracking and reporting system for all customer inquiries and responses, 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; provide regular status reports, trend analysis, and topic evaluations to leadership.
• Build effective networks with agency and key King County staff to support timely research and response; coordinate with internal subject matter experts to prepare written email responses for signature by management or elected officials.
• Assist with coordinating or participating in person and remote community outreach and internal engagement activities such as community meetings, open houses, and staff engagement events.
• Foster inclusion and belonging while coordinating, collaborating, and communicating with a wide variety of people with diverse backgrounds; incorporate equity and social justice into the DLS customer service program wherever possible.
• Perform other duties as assigned.

• At least five years of progressively responsible professional public communications and community relations experience in transportation or construction-related communications, public works, community planning, or comparable public agency experience.
• Expertise in writing, researching, and implementing equitable communications and community outreach plans for small and large projects or programs.
• Advanced skills in identifying and correcting errors in grammar, punctuation, and spelling; proficiency in AP Style.
• Exceptional organization and the ability to handle multiple competing priorities in a busy environment with thoughtfulness and calm.
• Experience navigating the political environment; able to act in a tactful and diplomatic manner with diverse groups, customers, and elected officials and their staff.
• Compassionate with several years of substantial experience in communications, customer service, and public community outreach.
• Demonstrated passion for equity, belonging, inclusion, and social and racial justice.
• Experience in customer relations with individuals and groups from diverse backgrounds.
• Experience working in fast‑paced, high‑pressure environments with a variety of target audiences.

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

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

The work week is normally Monday through Friday, 8:00 a.m. to 5:00 p.m., but may at times require work outside normal business hours and on weekends. This position is exempt from overtime provisions of the Fair Labor Standards Act.

Non‑Mission Critical – employees who staff county functions or services that may be delayed, suspended, or diverted in an emergency when essential functions are prioritized as Mission Critical.

Non‑represented.

This is a hybrid position. Employees must work in the office at least three days a week. Employees must reside in Washington State and within a reasonable distance to their King County worksite to respond to workplace reporting requirements. A county‑issued laptop will be provided. Employees must maintain a workspace with an internet connection during scheduled work hours.

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 any other protected class. Our EEO policy applies to all employment actions, including recruitment, hiring, selection for training, promotion, transfer, layoff, termination, and rates of pay or other forms of compensation.