Marina Customer Experience Specialist

Some of what you'll be doing. As a Harbor Customer Service Specialist, you will oversee all customer service needs that help terminal business grow while maintaining relationships with current moorage tenants, prospective customers, vendors, and guests. You will communicate with staff and customers to fulfill business needs and represent the Port as the front line and first person a customer meets. You will use multi-phone lines, answer questions, transfer calls, and report issues. You will provide excellent customer service and respond to emails, voicemails, and applications within 24 hours or the following business day. You will process payments by cash, checks, and credit cards for guest moorage, monthly moorage, fees, and rentals. You will perform data entry in the marina software application ensuring accuracy and timeliness. You will input moorage applications, sublease applications, hold harmless forms, reservations, parking permits, reconciliation reports, terminations, change requests, required practices and addendum forms, compliance documents for insurance and registration, new customers onboarding, and process payments. You will track vessel insurance and vessel registration for approximately 1,400 vessels and generate and process weekly reports from the Port of Seattle (POS) SQL Server Reporting Services (SSRS) server, ensuring accuracy. You will contact customers whose insurance is expired and follow up as needed, ensuring compliance with insurance requirements or assisting with the termination process. You will create procedures using Continuous Process Improvement methodologies. You will also collect data and feedback to create and help improve processes. You will meet weekly with staff and management on project updates. You will also present information, drafts, and results that may affect tariff changes for the marina. You will explain rules and regulations using handbooks and informational guides, and provide links to information on marina offerings. Who you are. Experienced – You have two (2) years of administrative or front desk experience providing customer service. Committed to Equity – You will apply equity and exemplify shared values, behaviors, and practices in all aspects of the work. At the Port of Seattle, equity is a daily responsibility and a foundational expectation for all Port employees. Customer Service Focused – You have advanced knowledge of customer service in a high-volume and fast-paced office operation, including providing customer service over the phone, online, and in-person. You can anticipate and take personal responsibility for customer satisfaction. You consistently go out of the way to listen, understand, and support the needs of others in a sensitive manner and remain calm in stressful situations. Efficient Communicator – You effectively communicate with peers and customers and use active listening skills. You demonstrate strong writing and verbal skills. You also have knowledge of communication techniques with diverse groups of people and a basic understanding of cultural differences. Expertise – You have working knowledge of cash handling and a well-developed understanding of revenue collections and standard accounting principle. You have knowledge of business and management principles and prioritizing and delegating work. You possess effective statistical data collection and reporting skills. You also have knowledge of general office practices with proficiency with Microsoft Outlook, Word, Excel, and PowerPoint. Agile & Analytical – You can learn new technologies, processes, and operations quickly. You can also quickly recognize and analyze customer situations and exercise good judgement. What else you need to know. Work Schedule – Your normal work schedule will be Monday, Thursday, Friday, and Saturday, 7:00 a.m. to 5:00 p.m. (4x10-hour shifts per week). You may be required to work any and all assigned shifts, including weekends and holidays. You may be required to work during emergencies. Work Environment – You will primarily work in an office environment. There might be times where you will work outdoors in all types of weather conditions. You may be exposed to areas of high noise, various hazardous materials, work at heights and/or in confined spaces. Washington State Residency Requirement – Employees must establish a residence in Washington state within 30 days of their first day of employment and must maintain a residence in Washington State during their employment with the Port of Seattle. If a position is eligible to telework, work performed while teleworking must be performed in Washington State. Overtime Eligible – You are eligible for overtime pay in this role. Safety Requirements – You will be required to comply with all work rules, safety, and Personal Protective Equipment (PPE) requirements. Why you'll love it here. The Port of Seattle offers an extensive benefits package that rewards our staff for their valuable contributions towards the Port‘s mission. In addition to the summary below, benefit details for non-represented positions can be found on the Port of Seattle’s website. If the position is represented by a union, please refer to the “Collective Bargaining Agreement” or contact the appropriate Union Representative for specific information related to benefits and eligibility. Healthcare – Medical, Dental, and Vision Care with options that work for you and your family. Paid Vacation – Just about four weeks per year that increases with tenure to rest and rejuvenate. Paid Sick Leave – At least one hour of sick leave for every 40 hours worked. Holidays – More than ten days per year to celebrate with family and friends away from work. Pension/Retirement Plans – A pension and additional savings plans to prepare a future after the Port. Getting to Work – From subsidized parking and a low-cost public transit card to alternative work arrangements giving an opportunity to work hybrid. Parental Leave – Six weeks of paid leave to spend with new additions to your immediate family. Development – From tuition reimbursement, training, stretch assignments and internal internships, we support a learning culture. Equity, Diversity, and Inclusion – The Port of Seattle values diversity as a source of innovation and strength. We are actively working across the organization to create a culture where all employees – regardless of race, gender, and other identities – succeed and reach their fullest potential. Work-Life Balance – We provide the resources to help you create habits to be healthy and balanced. Mission Driven – We are focused together in promoting economic opportunities and quality of life in the region by advancing trade, travel, commerce, and job creation in an equitable, accountable, and environmentally responsible manner. Why the Port of Seattle. Every role at the Port of Seattle is vital to our thriving community. We are a leader in moving people and cargo across the country and around the world. With facilities and property ranging in scope from a half-acre park to one of the largest airports and container terminals on the West Coast, we maximize the public assets in our portfolio with an eye toward best uses and environmental sustainability. Find out more here. Our vision is to create a Port that mirrors – throughout its breadth of operations and services and within its leadership – the diversity of our communities, instill principles of equity into its culture, and ensures a fair and intentional distribution of opportunities to expand economic develop and quality of life for all in our region. Find out more about how our values RAISE us up and our commitment to equity. Location. Shilshole Bay Marina Organization. SBM Operations Employee Status. Regular Schedule. Full-time Posting Expires. May 31, 2026, 11:59:00 PM Minimum Salary. 35.36 Midpoint Salary. 47.84 Req ID. 004169 The Port of Seattle is an equal opportunity employer that values diverse perspectives and life experiences. We encourage people of all backgrounds to apply, knowing decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law, regulations and ordinances. To help comply with all state and federal requirements, we appreciate you voluntarily answering the questions below. The information on this form will be kept confidential. Click for definitions and descriptions of the categories referenced below regarding Ethnicity and Race. Click for information and defintions of the categories referenced below regarding Protected Veterans status. #J-18808-Ljbffr Port of Seattle