Customer Service Supervisor na King County, WA

About the Department

**Internal Applicants Only

This position is only open to current employees of King County Department of Local Services. The recruitment will be used to fill 1 Special Duty Assignment (SDA) position, anticipated to end of January 2026, with the possibility of extension.

The Department of Local Services (DLS) Road Services Division is seeking a forward-thinking, strategic, and experienced Project/Program Manager III to lead the 24/7 Customer Service Unit. This position serves as the Intake Manager during emergency events, overseeing staff and coordinating intake with Department, Division, and Maintenance Section teams.

Our commitment to Equity, Racial and Social Justice 

The Department of Local Services is deeply dedicated to fostering Equity, Racial and Social Justice in every aspect of our work. Our commitment to “True North” values which ensures every person has the opportunity to thrive and reach their full potential and forms the core of our mission and purpose. Our pledge is to cultivate, embrace, and celebrate the distinct experiences, viewpoints, and perspectives of our people, partners, and the communities we serve. Through this work, we dismantle systemic barriers, address inequities, and actively confront prejudices and biases. We acknowledge this journey is ongoing, and we remain steadfast in our efforts to create a positive impact for our employees and communities alike. 

The King County Road Services Division designs, builds, operates, and maintains roads and bridges in unincorporated areas of King County. The Division is committed to ensuring the county's transportation system is safe and efficient for all uses and modes of travel.   

To learn more about the Road Services Division, visit us at: About the Road Services Division - King County, Washington

Position Duties

Applying equity, racial, 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. 

• Hire, train, evaluate, and, when necessary, discipline staff. Prepare performance appraisals to evaluate subordinates.
• Maintain documentation for personnel issues and enforce workplace policies through performance management and positive coaching.

• Develop, recommend and implement improvements to existing operating procedures.

• Assign and approve overtime and leave requests.

• Serve as Intake Manager during emergency events. coordinating response activities with Roads leadership and County partners 
• Develop and update Customer Service policies and procedures.
• Research and prepare responses on behalf of the Road Leadership and County Executives to inquiries, complaints and public concerns.
• Manage the Road Maintenance Inbox and update road closures and restrictions on the My Commute webpage.

• Other duties as assigned

Minimum Qualifications

MINIMUM QUALIFICATIONS:

• Minimum of one (1) year Supervisory experience

• Demonstrated ability to lead individuals and teams in an inclusive and respectful workplace.
• Experience managing multiple priorities and allocating resources effectively.
• Strong critical-thinking and problem-solving skills, particularly in emergency management and process improvement.
• Knowledge of County, State, and Federal regulations related to road maintenance (preferred).
• Skill in supervising and coaching a diverse team, with experience working in a unionized environment.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Reliable and predictable attendance, including availability to respond to emergencies 24/7 (e.g., flooding, snow/ice events, windstorms, earthquakes).

DESIRED QUALIFICATIONS:

• Knowledge of environmental regulations and policies concerning road maintenance work, Maintenance Management. Systems, Roadworks, powered by Cityworks® is a plus.
• Experience working with large government organizations
• Experience working in the roads or public works industry

NECESSARY REQUIREMENTS:

Must be able to move from workstation to workstation, sitting, standing, and reaching throughout the workday in a fast-paced environment.  

Other Qualifications

INTERVIEW SCHEDULE:
Those applicants who pass the initial screening will be invited to participate in a 15-minute phone interview the week of October 27, 2025.

If you are selected to move forward after the phone interview, you will be invited to participate in a 45-minute in-person interview the week of November 3, 2025.

WHO MAY APPLY: 

This recruitment is open to all qualified applicants and may be used to fill current and or/future career service, term-limited temporary, short-term temporary, and or/special duty positions over the next six months. First consideration will be given to current PROTEC17 members in the same classification that are eligible for lateral transfer. 

Special duty opportunities are open only to current King County career service employees who have completed their initial probation. Special duty applicants must have approval from their current supervisor to accept an assignment. Current employees selected for special duty will be compensated based upon the provisions of the collective bargaining agreement, King County Personnel Guidelines, or Coalition Labor Agreement for their base assignment. 
 
APPLICATION PROCESS: 
A full and complete King County application is required. You may also provide a resume and cover letter, summarizing how you meet the experience, qualifications, knowledge, and skills for the position. Applicants will be screened for clarity, completeness, and competitiveness. The most competitive candidates may be invited to participate in one or more interviews.  Supplemental questions responses must be demonstrated and supported in your application materials. For interviewing tips, please see the STAR-LA method: star-la_interview_method.pdf

WORK SCHEDULE: The work week is normally Monday through Friday, 7:00 a.m. to 3:30 p.m., but may at times require work outside of normal business hours. This position is Exempt from the provisions of the Fair Labor Standards Act and is not eligible for overtime pay.

EMERGENCY DESIGNATION STATUS: Mission-Critical Employees: Those employees who provide, maintain, and re-establish essential county functions as described in agency Continuity of Operations plans.
 
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.

UNION MEMBERSHIP:  
This position is represented by PROTEC17.

TELEWORKING REQUIREMENT:

The work associated with this position will be performed through a hybrid work schedule of teleworking, onsite work and meetings as needed. 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. 

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours.

To learn more about the Road Services Division, Permitting or Director’s Office, please visit our websites at: Road Services Division: https://kingcounty.gov/en/dept/local-services/transit-transportation-roads/roads-and-bridges/road-services

For more information regarding this recruitment, please contact:

Sonali Sharma 
Human Resource Analyst
(206) 492-6237
[email protected]

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.