Chief of Fare Media Sales SDA

Full Job Description

NOTE: This recruitment is open to current King County Metro career service employees who have passed probation in their current position.

King County Metro Transit’s Fare Media Sales workgroup seeks to fill a 6-month SDA Chief of Fare Media Sales (Customer Service Chief) position. This position may be extended due to business needs.

This position will lead the Pass Sales Office, Business Choice program, and the ORCA regional mail center to deliver direct customer service and evolve our sales platforms to meet the evolving needs of our region.

The Chief of Fare Media Sales will lead a group of highly capable professionals with profound commitments to providing excellent customer service.

About Fare Media Sales Workgroup The Fare Media Sales workgroup is located in the Customer Communications and Services section of Metro Transit.

This workgroup currently operates the King Street Customer Service Office, Business Choice Program, ORCA Regional Mail Center, ORCA LIFT Program and Neighborhood Pop-up.

In addition, this workgroup administers several programs that provide additional mobility options to some of the region's most vulnerable populations.

This recruitment will be used to fill one Special Duty Assignment position. In addition, this selection process may be used to generate an eligibility pool for future special duty assignment vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Requirements

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.

As the Chief of Fare Media Sales (Customer Service Chief), you will also:

• Supervise staff members including their selection, training, engagement, coaching, evaluation and discipline; manage, organize, develop, and monitor the goals, objectives, workflow process, workload distribution, and cross training of the group members across various programs.

Monitor Fare Media Sales workgroup sales operations, identifying, and resolving operating problems in coordination with Transit Department partners as needed.

Ensure compliance with Metro operating policies and procedures as well as applicable local, state and federal rules and regulatory requirements.

• Monitor labor costs, identify cost containment strategies and recommend procedures to streamline operations and improve performance metrics.
• Coordinate and support roll-out of varied special projects, technology improvements, staff training and similar initiatives.
• Develop and recommend strategies to improve service delivery and expand outreach network.
• Develop program communications information and recommend program modifications to meet changing customer and market demands.
• Promote the professional development of staff in a collaborative and collegial environment.
• Promote equity and foster an equitable, diverse and inclusive work environment.
• Cultivate a work environment that actively encourages diverse viewpoints, embraces and appreciates diversity, expects and ensures mutual respect, and promotes collaboration and cooperation.
• Manage written and oral communications with internal/external customers regarding policies, services, fare media sales, data collection and reporting.
• Represent customer concerns and issues and identify internal workgroup adaptations needed as part of region-wide participation in the ORCA fare collection system.
• Act as a liaison with other work sections for which the Fare Media Sales workgroup provides customer service.
• Resolve internal customer policy conflicts as well as external complaints and inquiries.
• Management of administrative responsibilities required by union contracts.
• Perform other duties as assigned.

Qualifications

• At least three years of experience dealing directly with customers through work in customer relations and/or sales.
• At least one year of experience working with internal and external customers, including stakeholders, to coordinate and synchronize competing needs and issues.
• At least one year of experience in planning, developing and facilitating activities that support participatory involvement by employees, customers or other stakeholders.
• Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and to facilitate consensus.
• Experience articulating and promoting ideas to diverse audiences through effective written and oral communication.
• Knowledge of employment law as it pertains to behavior in the workplace with respect to anti-discrimination and anti-harassment. Knowledge of non-discrimination laws and policies relevant to the provision of Metro's products and services.
• Demonstrated proficiency in MS Excel, Word and Outlook.

Desirable Qualifications

• Demonstrated leadership in the workplace.
• One or more years of supervisory or lead experience in a public sector, union represented workplace.
• At least one year of experience working with the business of Fare Media sales, including ORCA, applying basic accounting skills, financial controls and inventory management.
• Experience providing customer support to transit customers in the ORCA environment, applying knowledge of ORCA's underlying support systems.
• Experience implementing continuous improvement concepts in work processes.
• Experience implementing employee engagement/development strategies within a workgroup.

Necessary Special Requirements

• A valid Washington State Driver's License, or the ability to travel throughout the county in a timely manner is required.

Additional Information

Who May Apply?
This selection process is only open to current King County Metro career service employees who have passed probation in their current position.

Required Application Materials

• An online King County application, updated with accurate contact information and all relevant work history going back 10 years (or more, if necessary), with all duties, dates of employment, and reasons for leaving explained clearly in the work experience section of the application.
• Answer supplemental questions.
• Resume
• Letter of Interest: Your Letter of Interest should include details on how you meet or exceed the knowledge, skills, and abilities for this position and your experiences as they relate to the primary job functions and desired qualifications.

Selection ProcessApplicants will be screened for competitiveness, completeness, and written communication skills. This is a letter of interest review recruitment process.

If needed, the most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review

Work Location: This is a hybrid position. The main work site for this position is King Street Center, 201 S Jackson St., Seattle, WA 98104.

The team works in a hybrid model, with days in the office as well as telecommuting. Currently, there will be a minimum of three day per week required in the office.

The ratio of remote to onsite work will be dependent on business needs and is subject to change. Employees will have access to shared workspaces at various King County facilities.

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Work Schedule This position is exempt from the provisions of the Fair Labor Standards Act and is not overtime eligible. The base hours for this position are 8:00 a.m. – 5:00 p.m. Monday through Friday.

Work needs to be performed onsite three or more days per week.

Additional Position Information:

This position has been designated Mission Critical.

Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather.

For more detailed information, please visit Emergency Closure, Judicial Administration, King County Guidelines for Workforce Management in an Emergency (formerly the All Hazards Manual fo…, County Operations During Emergency Situations and Inclement Weather 11-19.

Union Membership: Protec17 Job Code: 223650 Transit Chief - Customer Svcs To ApplyIf you are interested in pursuing this position, please follow the application instructions carefully.

If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: Tracy Bylund at tbylund@kingcounty.gov.

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce.

To reach this goal we are committed to workforce equity.

Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards.

We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

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.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully.

If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.