Fare Media Sales Customer Services Coordinator (SDA/TLT)

King County•Seattle, WA

5d•Hybrid

About The Position

This position supports ORCA LIFT and subsidized annual pass programs. The role involves enrolling customers in ORCA LIFT, managing their ORCA LIFT cards (including fare media, replacements, enrollment, and renewal), and assisting with the subsidized annual pass program. Responsibilities include managing ORCA card processes, resolving issues and complaints via phone, Teams chats, and email, explaining program procedures, assisting partner human service agencies and customers with applications, training partner agencies, attending outreach events, and managing card inventory (purchasing, labeling, loading fare media, and prepping for distribution). The position also requires active participation in team meetings and contributing to program improvements. The role emphasizes applying equity and social justice principles daily. The primary work location is King Street Center with a hybrid schedule (3 days in office, 2 days remote). During the probation period, the role is primarily in-office, including direct, in-person customer support from the Pass Sales Office. This recruitment is for one Special Duty Assignment/Term Limited Temporary position expected to last through December 2027, and may be used to create an eligibility pool for future vacancies.

Requirements

2 years of independent customer service experience where you were responsible for providing customer service support to an individual customer or team of professional, technical, or management staff.
Experience working with diverse communities, including individuals with disabilities, elderly, and people living in poverty, and the agencies or businesses who serve them in the community.
Knowledge of transit and ORCA products and Services.
Skilled in customer service techniques that demonstrate consistent courtesy, grace under pressure and a positive, patient, problem-solving mindset.
Excellent customer service and interpersonal skills, including ability to explain technical, multi-step processes to customers and agencies who do not have a frame of reference or knowledge about these issues.
Excellent written and oral communication skills.
Ability to manage multiple issues simultaneously.
Flexibility to shift focus to priority issues if necessary.
Collaborative mindset and willingness to learn.
Demonstrated ability to learn new systems and procedures.
Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
Basic knowledge of customer relationship management software.
Skill in establishing and maintaining effective working relationships.
Conflict resolution, problem-solving and troubleshooting skills.
Ability to learn in-class, virtually, and online through the County’s NEOGOV Learning website.
A valid Washington State driver's license within thirty days after hire, OR the ability to travel throughout the county in a timely manner.
Ability to push, pull and lift about 50 pounds.

Nice To Haves

Demonstrated knowledge of ORCA system (i.e., experience selling, loading funds, or managing accounts on myorca.com or Customer Relationship Management software).
Experience administering ORCA customer support with Salesforce and/or other CRM software.
Skilled in effectively communicating direction or guidance verbally and in writing for diverse audiences.
Experience with Metro’s ORCA LIFT Registry.
Familiarity with public transit, key partners, and stakeholder groups.
Fluency in one of King County's most frequently used languages other than English: Spanish, Vietnamese, Chinese, Korean, Russian, Somali, Ukrainian, Amharic, and Punjabi– referred to as Tier 1 or Tier 2 languages in the County's Executive Order on Translation and/or American Sign Language.
Experience using DARe Reports and Jira ticketing system.
Experience in Equity, Racial and Social Justice (ERSJ) principles and desire for continuous learning to move these principles forward and in practice.

Responsibilities

Investigate and respond in writing and verbally to phone, email, in-person, and Teams chat customer complaints, inquiries, and questions.
Produce reports for internal and/or external distribution.
Act as representative and/or advocate for the agency at various internal and/or external levels.
Coordinate and/or implement database processes to track potential customers and distribution.
Maintain and generate system databases, records and equipment inventories.
Implement business practices to monitor customer base and enhance outreach efforts.
Coordinate and conduct public outreach functions.
Develop and deliver presentations and/or orientations to internal and external customer audiences.
Analyze, Create and Recommend operational policies.
Organize the distribution of fare media and provide documentation to revenue-processing staff and internal and/or external customers.
Update and distribute informational media.
Implement and evaluate programs, policies, proposals, procedures, and plans.
Support internal and external training on program processes, procedures, and enrollments.
Manage ORCA card inventory via 2 Business Choice accounts.
Work within several online databases: Customer Relationship Management (CRM), myorca.com website, and the ORCA LIFT Registry to research and troubleshoot cards, products, and processes.
Load ORCA cards with fare media products; transfer funds between cards; prepare cards and associated materials for distribution.
Answer incoming telephone calls/emails and return calls/emails and handle Customer Relationship Management (CRM) cases.
Explain program information and resolve issues and complaints.
Manage Teams Chats to give timely information to internal and external partners.
Respond to queries about eligibility and enrollment processes.
Refer eligible customers to enrollment sites and ineligible customers to other Metro products and services.
Provide technical assistance and administration to human service agencies who verify customer eligibility and enroll them in the program.
Perform testing, training and act as subject matter expert on system features and processes.
Provide technical support for customers using their subsidized annual passes.
Troubleshoot issues and explain pass features, including how to load e-purse for access to other transit agencies.
Issue replacement cards for customers.
Block lost or stolen cards in the ORCA system and link replacement cards to customers in the ORCA LIFT database.
Advise and/or train customers regarding the ORCA system.
Work in partnership with internal and external teams to identify appropriate changes needed for continuous system, process improvement, and event coordination.
Work in SharePoint to maintain records, create Standard Operating Procedures (SOP), track history, and provide data for reports, spreadsheets, and special projects.
Support outreach events and other duties with the Neighborhood Pop-Up group as needed.
Support various projects including Human Service Bus Ticket-books Program (HSBTP) and other future Reduced Fare projects.
Apply equity and social justice principles daily.