Hybrid Customer Service Coordinator bei King County, WA
King County, WA · Seattle, Vereinigte Staaten Von Amerika · Hybrid
- Professional
- Optionales Büro in Seattle
About the Department
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*THIS INTERNAL POSITION IS OPEN TO CURRENT KING COUNTY EMPLOYEES ONLY. Applications from the public are not being accepted at this time.*The Mobility Division within the Metro Transit Department (MTD) is seeking an experienced, collaborative, and customer-focused Customer Service Coordinator. Come help shape the future of transit customer service. King County Metro’s Customer Information Office (CIO) is seeking a Customer Service Coordinator to lead professional development, training, and resource management for our dynamic, high-performing Call Center and Lost and Found Transit customer service team. This full-time position plays a key role in enhancing staff capabilities, improving the customer experience, and ensuring consistent delivery of accurate, equitable, and efficient service across multiple platforms.
The Customer Service Coordinator will drive initiatives that support training, team growth, and service quality. As a strategic liaison between front-line staff, other King County Departments and leadership, this individual will lead efforts in:
Training and Development: Assessing staff training needs and developing tailored learning programs and materials.
Resource Creation and Management: Designing, standardizing, and maintaining internal tools and job aids to ensure accuracy and usability.
Professional Growth: Creating and presenting regular team development sessions and onboarding training classes.
Process Improvement: Supporting continuous improvement efforts and promoting best practices across the team.
Cross-Department Collaboration: Representing the Customer Information Office (CIO) in interdepartmental projects and aligning resources with Metro’s broader goals.
About the Customer Information Office (CIO)
The CIO provides essential support to Metro and regional transit riders via phone, email, voicemail, and mail. Our team:
Answers questions about routes, schedules, fares, and service disruptions.
Handles commendations, complaints, and service requests.
Tracks and processes lost and found items—including hazardous materials.
Troubleshoots and loads passes onto ORCA cards and sells fare media by phone.
Supports users of the Transit Go Ticket app and ORCA card system.
As customer expectations and systems evolve, so does our team. This new Coordinator position is critical to sustaining the high-quality service our customers deserve.
Position Duties
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 to all aspects of the work. In this role you will apply equity and social justice principles to all aspects of the work.
As a Customer Service Coordinator, you will:
- Support and implement ORCA system changes and upgrades to ensure smooth operations.
- Provide training and guidance on recent system enhancements, including the C3 Salesforce interface.
- Facilitate classes and workshops on Metro systems used by specialists to assist customers via phone, mail, and email.
- Deliver ongoing refresher training to staff on Metro processes and procedures.
- Coach and mentor staff to maintain high standards of customer service across all communication channels—phone, email, mail, and in person.
- Regularly review, update, and maintain training materials and process documents to ensure the most current versions are in use.
- Demonstrates the ability to work independently while managing tasks efficiently and meeting deadlines.
Minimum Qualifications
Minimum Qualifications
We’re looking for someone who brings:
Minimum of two years’ experience working in a Customer Information Office (CIO) or call center environment.
Experience developing and delivering training materials in a virtual or in-person office setting.
Excellent communication and facilitation skills, with a talent for translating complex information into way that's easy to understand and grasp.
Strong collaboration skills and the ability to lead cross-functional efforts.
A proactive, solutions-oriented mindset with a commitment to equity, learning, and service excellence.
Familiarity with transit operations and customer service functions is a plus.
Why Join Us?
At Metro, we are committed to equity, access, and continuous improvement. You’ll work with a passionate team serving a diverse customer base in a fast-paced, impactful environment—while helping build the tools and training that keep us moving forward.
Be part of a team that’s driving change—apply to become our Customer Service Coordinator today.
Other Qualifications
Application & Selection Process:
- A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
- Completed Resume
- Cover Letter detailing your background and describing how you meet or exceed the requirements.
- Complete the supplemental questions
Work Schedule:
This position is non-exempt from the provisions of the Fair Labor Standards Act and overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday. Work hours are comprised of a 40-hour workweek within core hours of workday, normally 6:00 a.m.-6:00 p.m. Monday through Friday.
Union Representation
This position is represented by PROTEC-17. / 223401 (Customer Services Coordinator)
Work Location:
This position will be located in the King Street Center Building- 201 S Jackson St, Seattle, WA 98104.
Who May Apply:
This position is open to current King County employees only.
Teleworking Requirement:
The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within areas on able distance to their King County worksite to respond to workplace reporting requirements.
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: William Herbert -HR Analyst, [email protected]
Forbes recently 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. Jetzt bewerben
