Customer Service Specialist

The Customer Service Bureau is seeking a customer service focused, conscientious problem solver for a 0.5 FTE Customer Service Specialist (Complaint Investigator) position. Customer Service Specialists must be adaptable, think on their feet and find answers to challenging questions. They respond to a high volume of inquiries and complaints about City services, policies, and procedures. Success in this position requires strong writing and customer service skills, the ability to work with diverse populations, diffuse difficult conversations, and the capacity to meet tight timelines. This is a hybrid position that requires in-person work at the Seattle Municipal Tower and a customer service kiosk, located in the lobby of City Hall. The work location is based on the needs of the office. The work hours are approximately 9:00am - 2:00pm, Monday through Thursday. ABOUT US FAS is often the public's first interaction with the City of Seattle, operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet. The 500-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions, like managing 120 City facilities—including police and fire stations—overseeing the City's neighborhood customer service centers and Customer Service Bureau and making sure minority-owned businesses can equitably compete for City contracts. No matter the need, FAS is here—at your service. Respond to a high volume of routine and complex inquiries, requests for service, and complaints from the public, City departments, and outside agencies. Work is completed over the telephone, in person and electronically through written correspondence. Provide advice, information, and referrals regarding City services/policies and procedures. Research and analyze Seattle Municipal Code, policies, and rules to effectively respond to customers. Coordinate with other City departments as necessary to resolve problems. Act as a liaison between customers and City departments for customers having difficulty securing City services. Represent the City's position on current issues to individuals. Respond to inquiries directed to the Mayor's Office or City Council. Provide backup coverage for the customer service kiosk at Seattle City Hall. In the event of a disaster, staff is required to be on call 24 hours a day as part of FAS' emergency response team. Minimum Qualifications Two (2)years of college education in public administration, political science, social science or related field; And Two (2) years of experience in complaint investigation, counseling, interviewing, or in community, social, public service or related work in which meeting and dealing with a diversified public was a critical element of the job. (Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work may be considered.) Desired Qualifications Proficient using internet search engines and MS Office programs to includeWord, Excel, SharePoint and Outlook. In addition, the most successful candidate will possess the following Excellent: Oral and written communication skills. Customer service and problem-solving skills. Time management skills and ability to balance routine/repetitive tasks with complex problem solving. Ability to: Use dispute resolution techniques to diffuse challenging conversations and resolve customer concerns. Collaboratively resolve issues cross-departmentally and with outside agencies. Communicate effectively with diverse customers. Handle stressful and confidential situations. Experience using Customer Relationship Management systems, such as Motorola. Knowledge of City of Seattle departments and programs. A positive attitude and dependability. This position is classified as a Complaint Investigator. It is Civil Service represented, FLSA non-exempt. The full range of the step-progression position is $41.44 - $48.31 per hour. A written test will be administered during the selection process. CANDIDATE NOTIFICATION Many important notifications including interview or test invitations, result notices, and status updates will be sent electronically to the email address provided on the application. It is important that you provide a valid email address. Please add View email address on click.appcast.io to your email address book and to the list of approved senders to prevent email notifications from being filtered as spam/junk/clutter mail. Candidates can also check for notifications by logging into governmentjobs.com and viewing their profile inbox, which saves a copy of all emailed notices. It is the applicant's responsibility to take the above steps to view correspondence. Who May Apply The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, medical condition, or pregnancy. The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experiences. If you have questions regarding this bulletin or employment at Finance and Administrative Services, please send an email to View email address on click.appcast.io. FAS promotes diversity and inclusion in employment. If accommodations are needed during the selection process, please contact us. PLEASE NOTE: This job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. #J-18808-Ljbffr