Lead Customer Service Specialist (ACCESS)

Kitsap Transit•Gorst, WA

52d

About The Position

Are you passionate about helping others and ensuring customers receive exceptional service? Kitsap Transit is seeking a Lead Customer Service Specialist to train, schedule, and support our ACCESS Customer Service team . This position plays a vital role in assisting paratransit customers, resolving service issues, and promoting accessible transportation throughout Kitsap County. Under general supervision, the Lead Customer Service Specialist : Schedules and coordinates day-to-day work activities of ACCESS Customer Service Specialists. Provides initial and ongoing training to employees. Maintains and updates policy and procedure manuals and related materials. Serves as an information and problem-solving resource to ACCESS Customer Service Specialists. Responds to customer inquiries and requests for service. Investigates and resolves customer complaints. Creates and implements outreach and marketing concepts. Participates in promoting transportation programs to employers and citizens through community outreach. Coordinates special transit events. Assists customers in identifying transit programs to fit their transportation needs and in registering them for a variety of transit programs. Takes reservations and assigns trips to routes. Collects maintain and evaluates a variety of information and statistical data. Maintains databases and prepares reports.

Requirements

High school diploma or GED.
Three (3) years of progressively responsible customer service experience, preferably in a call center setting.
One (1) year of lead or supervisory experience.
Knowledge of: Kitsap Transit programs, policies and practices Customer relations skills Transit routes and schedules Local specialized social service programs Equipment used on specialized transportation vehicles Special transit program eligibility requirements
Skill in: Providing work direction, training and motivating others. Maintaining and evaluating records and preparing reports. Composing routine correspondence. Understanding, explaining and applying regulations, procedures and guidelines to others. Communicating effectively orally and in writing. Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment. Using public relations techniques in responding to inquiries and complaints. Working on tasks that arise simultaneously and/or unexpectedly. Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public.
License/Certification Valid Washington State Driver's License.

Responsibilities

Schedules and coordinates day-to-day work activities of ACCESS Customer Service Specialists.
Provides initial and ongoing training to employees.
Maintains and updates policy and procedure manuals and related materials.
Serves as an information and problem-solving resource to ACCESS Customer Service Specialists.
Responds to customer inquiries and requests for service.
Investigates and resolves customer complaints.
Creates and implements outreach and marketing concepts.
Participates in promoting transportation programs to employers and citizens through community outreach.
Coordinates special transit events.
Assists customers in identifying transit programs to fit their transportation needs and in registering them for a variety of transit programs.
Takes reservations and assigns trips to routes.
Collects maintain and evaluates a variety of information and statistical data.
Maintains databases and prepares reports.

Benefits

Excellent medical, dental, and vision coverage for employees.
Washington State Retirement System (PERS) pension plan participation.
Generous paid leave (vacation, sick, and holidays).
Free transit pass for employees and eligible dependents.
Professional development and advancement opportunities.
A supportive workplace that promotes teamwork, inclusion, and community service.

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