Customer Service Supervisor

King County (WA)•Seattle, WA

37d•Hybrid

About The Position

This position is only open to current King County employees. 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 "TrueNorth"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.

Requirements

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).

Nice To Haves

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

Responsibilities

Supervise, schedule, plan, coordinate, assign, prioritize, provide directions and monitor the work of 24/7 Customer Service/front desk staff
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.
Respond to emergencies after hours or as needed.
Other duties as assigned

Benefits

Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what's best for themselves and their eligible dependents
Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
Transportation program and ORCA transit pass
12 paid holidays each year plus two personal holidays
Generous vacation and paid sick leave
Paid parental, family and medical, and volunteer leaves
Flexible Spending Account
Wellness programs
Onsite activity centers
Employee Giving Program
Employee assistance programs
Flexible schedules and telecommuting options, depending on position
Training and career development programs