Customer Service Specialist

Customer Service Specialist II

This recruitment is open to all King County employees and the general public. Are you a dedicated Customer Service Professional? Do you like helping customers, providing assistance and follow through to their questions and needs? If so, apply for this position because we need you. The Department of Local Services Roads Division is looking for one (1) Full-Time Customer Service Specialist II and one (1) Part-Time term-limited temporary or special duty positions. The Full-Time role is expected to last for six months in duration with possibility of extension. The Part-Time role is expected to last one year in duration with possibility of extension. The successful candidates in these roles will provide customer service in receiving and referring inquiries and/or complaints for the Roads Maintenance Section 24/7 Front Desk. This position involves having dialog with customers to obtain needed information, clarifying what is desired, and/or determining how service can best be rendered. Successful applicants will be able to demonstrate a strong commitment to customer service and desire to solve problems and will be able to maintain composure and focus in a busy and sometimes hectic work environment.

The Department of Local Services is deeply dedicated to fostering Equity, Racial and Social Justice in every aspect of our work. 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.

To learn more about the Road Services Division, visit us at: About the Road Services Division - King County, Washington.

Job Duties

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work.

• Respond to routine and emergency phone calls, determine the nature of the caller's concerns, the geographic location and accurately input information into a computer and/or refer the caller to the appropriate agency in a courteous manner.
• Notify field staff of problems via radio, telephone, and/or e-mail.
• Monitor radio frequency and respond to broadcasts from field personnel and answer phone calls simultaneously.
• Determine the validity, correctness, and completeness of information received and complete proper documentation.
• Maintain and/or retrieve information searches through files, records, maps and computer files.
• Perform data-entry, file documents, send and receive e-mail, access County websites.
• Perform other duties as assigned.

Experience, Qualifications, Knowledge, Skills

Minimum Qualifications:

• Proven experience delivering exceptional customer service by interacting tactfully and courteously with the public.
• Strong decision-making abilities, including making quick, accurate decisions in high-pressure situations, obtaining critical information from callers, and prioritizing emergencies effectively.
• Demonstrated experience responding to emergencies and/or stressful and difficult calls.
• Excellent oral and written communication skills to convey information clearly and accurately.
• Experience in the use of computers and Microsoft applications to include, but not limited to MS Word, Excel, and the Internet.
• Ability to work independently and under limited supervision.
• Skilled in prioritizing and managing assignments under tight deadlines and changing priorities.
• Willingness and ability to apply King County's core values around inclusion, equity and social justice as a team member and representative of King County to internal and external customers.

Desired Qualifications:

• Knowledge of Road Maintenance Terminology.
• Knowledge of King County geographic area.
• Experience working in a Public Works environment.
• Working familiarity with PeopleSoft.
• Knowledge of CityWorks or other similar GIS systems.

Necessary Requirements:

• Ability to report to work during inclement weather.
• Willingness and ability to come into work or remain on an assigned shift during a weather event.
• Ability to work any assigned shift.

Supplemental Information

Interview Schedule: Those applicants who pass the initial screening will be invited to participate in a 15-minute phone interview. Those passing the phone interview will be invited to a 45-minute in-person interview panel.

Who May Apply: This recruitment is open to all qualified applicants and may be used to fill current and or/future career service, term-limited temporary, short-term temporary, and or/special duty positions over the next six months.

Special duty opportunities are open only to current King County career service employees who have completed their initial probation. Special duty applicants must have approval from their current supervisor to accept an assignment. Current employees selected for special duty will be compensated based upon the provisions of the collective bargaining agreement, King County Personnel Guidelines, or Coalition Labor Agreement for their base assignment.

Application Process: If you are interested in pursuing this position and supporting King County's vision for unified, equitable, and high-performing government, please follow the application instructions carefully. Provide us with your work history as applicable, ensuring that you provide details that highlight your ability to fulfill the requirements for this position.

If you need this announcement in an alternate language or format, or you would like to request accommodation or assistance in the application or assessment process, please contact Ira Becton at View email address on click.appcast.io.

Work Schedule: SDA/TLT - Full-Time position - The work week is normally 40 hours and can start any day of the week and shift as needed. Duration is expected to last six (6) months with possibility of extension.

SDA/TLT Part-Time position - The work week is typically 25 hours and can work any day of the week and shift as needed. Duration is expected to last twelve (12) months with possibility of extension.

These positions are non-exempt from the provisions of the Fair Labor Standard Act and are eligible for overtime pay, with prior supervisor approval.

Emergency Designation Status: Mission-Critical Employees: Those employees who provide, maintain, and re-establish essential county functions as described in agency Continuity of Operations plans. Unless otherwise directed by the County Executive, department director or agency head, all employees, regardless of designation, are expected to report to work or request leave during an emergency or inclement weather. For more detailed information, please visit HR Policy County Operations During Emergency Situations and the King County Guidelines for Workforce Management in an Emergency.

Union Membership: This position is represented by L117 -Admin

Employees must reside in Washington State and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

King County's Vision, Mission, and ACTIVATE Values unite us. King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve. Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice.

Our EEO policy applies to all