Transit Pass Sales Representative

King County•Seattle, WA

3d•Onsite

About The Position

Transit Pass Sales Representatives (PSRs) provide a critical touchpoint for community members in King County who need assistance using the regional transit system. PSRs provide compassionate in-person customer service that includes selling ORCA cards & products, providing transportation solutions to the public and ensuring that customers have the information they need to successfully navigate the regional transit system. These in-person interactions may occur in the Pass Sales Office in King Street Center or at outreach events throughout the region. In addition to working with customers in-person, PSRs fulfill orders received online and by mail, perform administrative order support, print and distribute ORCA cards to the region, and provide excellent customer service by phone and email. Multiple computer programs including Microsoft Office and proprietary ORCA software are used to process orders, interact with customers and communicate throughout the agency. Successful adoption and navigation of these systems is critical to performing daily tasks.

Requirements

At least two years of experience providing excellent customer service in a fast-paced production-oriented work environment, while using multiple computer systems concurrently
Strong analytical, numerical, and problem-solving skills
Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds
Demonstrated technical skills including proficiency in MS Office and the ability to learn new systems
Proven ability to work with a high degree of accuracy, including accurate cash handling and data entry
Experience working with a diverse group of individuals including elderly, disabled and unhoused persons, in a tactful, empathetic, and sensitive manner
Demonstrated experience being a dependable and reliable team member, the ability to work well with others and to support a team’s success
Excellent oral and written communication skills and the ability to read, learn, comprehend, and clearly explain policies, procedures, and information found on fare media, timetables, and schedules
Ability to demonstrate reliable and punctual attendance
Ability to receive instructions/feedback and coaching/counseling
Pass Sales Representatives must have the ability to travel to outreach locations in county vehicles.
A Washington State Driver’s License and the ability to be added to King County’s insurance is required

Nice To Haves

Familiarity with ORCA product
Experience with Salesforce CRM
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

Responsibilities

Work compassionately with customers to ensure they get what they need to navigate the regional transit system. This includes providing information and answering questions regarding ORCA and regional transit system
Collaborate with team members to solve problems and improve processes
Engage customers and positively represent ORCA at outreach events
Use multiple software programs to sell and issue ORCA cards and transit products.
Navigate travel and transportation of equipment to outreach locations, including driving county vehicle
Provide complete customer service to all customers. Interactions may be in person, by phone or in writing
Maintain empathy and tactfulness while dealing with customers experiencing difficult circumstances
Report technical issues found within ORCA system
Perform sales, accepting a variety of payment types
Accurately report daily cash and sales transactions
Maintain an accurate inventory of supplies and sales. Reconcile inventory and cash drawer
Maintain confidential records and information.
Adapt to technological changes and new programs and functionality that come online
Participate in team meetings and activities
Perform other tasks as assigned