Customer Service Specialist IV (TLT/SDA)

SCOPE OF JOB DUTIES

To be considered for this opportunity, you must, at a minimum, demonstrate the skills and ability to:

• 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.

• Coordinate and liaise with customer agencies.

• Facilitate meetings with customers.

• Work within a team setting.

• Assist team members with difficult assignments and escalated customer challenges.

• Assign work and provide direction to other Customer Service Support staff.

• Participate in process improvement efforts.

• Document standard work.

• Provide administrative support services as needed.

• Perform other duties as assigned.

WE ARE LOOKING FOR CANDIDATES WHO HAVE:

• 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.

• Leadership experience in a team and/or customer service setting.

• Ability to work independently and exercise good judgment.

• Knowledge of office practices, procedure, and functions.

• Skill in organizing, prioritizing, and delegating workload for self and others.

• 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).

• Skill in planning and prioritizing work.

• Skill in developing, updating and modifying policies and procedures.

• 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 candidates.

• Work location: King County Chinook Building, 401 5th Ave, Seattle, WA 98104.

• Normal work hours: Monday –Friday, 8:00 a.m. – 4:30 p.m.

• Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek; schedule and work location are to be determined.

• This position is represented by Teamsters, Local 117.

• 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.

• If you have questions related to this recruitment process, please contact Sarah McCauley at smccauley@kingcounty.gov.