Customer Service Specialist III (TLT/SDA)

King County•Chinook Building 401 5th Avenue Seattle, WA

1d•Onsite

About The Position

The Facilities Management Division (FMD) Customer Experience Section is recruiting for Customer Service Specialist III positions. These roles support multiple units within the section and are part of FMD’s service request intake group, involving significant customer interaction via phone, email, and in-person. The positions will collaborate with other FMD staff to ensure a positive customer experience. This recruitment is to fill two (2) Term-Limited Temporary (TLT) and/or Special Duty Assignment (SDA) positions, expected to last six months with possible extension. TLT positions are full-time, eligible for benefits, and may be eligible for retirement benefits. SDA opportunities are for active King County employees who have completed their probationary period. This recruitment may also establish an eligibility list for future TLT and/or SDA vacancies. The Facilities Management Division operates and manages King County's capital assets, focusing on cost-conscious, sustainable, high-quality facilities and environments. It comprises eight sections, supported by the Director’s Office and Human Resources.

Requirements

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.
Ability to work independently and exercise good judgment.
Knowledge of office practices, procedure, and functions.
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 and/or databases of customer information.
Skill in planning and prioritizing work.
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.
Must be able to report status as instructed by the Facilities Management Division in case of an emergency, as this position is considered Mission Critical.

Nice To Haves

Demonstrate an understanding of facility management including preventive maintenance, corrective maintenance, project work, and building systems.
Demonstrate experience using Computerized Maintenance Management Systems (CMMS).

Responsibilities

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.
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.
Intake requests and queries from internal/external customers and route to teams.
Use effective communication and interpersonal skills.
Work within a team setting.
Participate in process improvement efforts.
Document standard work.
Provide administrative support services as needed.
Perform other duties as assigned.