Customer Service Specialist

Position Summary:   We are looking for one full-time and two part-time Customer Service Specialists to join our team. We are also looking to create an eligibility list for future full-time and part-time openings. The part-time positions have the potential to transition into a full-time position based on evolving organizational needs. Several part-time team members have successfully transitioned into full-time positions.  The positions will provide information, by phone and in person, on bus and ferry schedules and connecting county bus and ferry systems, park and ride locations, worker/driver routes, requirements to ride on our ACCESS buses, fare schedules, and non-transit information such as community activities in the county. 

You will work primarily at the Customer Service Offices in downtown Bremerton. You will also travel to locations throughout Kitsap County to perform other customer service duties and attend transit fairs.

Essential Duties

Characteristic Duties and Responsibilities are as follows: 

Responds to requests for information for transit services and programs; assists customers in identifying transit apps and programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation for passengers traveling outside of the County; registers citizens for a variety of transit programs; reviews applications and determines eligibility based on established criteria for special transportation programs; sells and collects money for Regional transit permits & passes on a specialized POS system (Orca) with camera, card printer and complex processes etc.; manages and reconciles a cash drawer.

Provides trip information on existing routes to passengers; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers.

Participates in promoting and presenting transportation programs to government and social service agencies, employers and citizens through community outreach; drives vehicle to transport materials and supplies, distributes transit materials to outlets and commuters; identifies new outlets for transit materials; periodically surveys passengers for comments and suggestions. 

Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints.

Participates on internal and external committees.

Collects and maintains a variety of service-related information and data; creates photo IDs, maintains databases and prepares reports; reviews web pages and other materials; maintains inventory and database for lost and found items; searches for lost valuables and arranges their return.

Responds to inquiries and requests for information regarding Regional Orca phone line calls for balance inquiries, transportation fare payments, disputes and research of technical issues. This position will also assist with special projects and promotional events.

Assists in training new Customer Service Specialists.

Covers reception desk and duties at Harborside when needed.

This position reports to the Customer Service Manager.

Qualifications

Kitsap Transit employees who wish to apply must have a satisfactory performance and attendance record.  Kitsap Transit Operators with any of the following criteria in the last twelve months are excluded from recruitment opportunities: 

• a current Decision-Making Leave or higher in the Safety category
• more than two held customer complaints 
• more than four unscheduled absences
• more than two late reports.

Education and Experience:  High school diploma/GED and two years of experience providing customer service to the public.

Knowledge, Skills and Abilities:  Following are some highlights of the knowledge, skills and abilities required to be successful in this position.

• Customer relations and presentation skills
• Maintaining records and preparing reports
• Composing routine correspondence
• Handling cash, making change and balancing cash receipts
• Providing information and explaining regulations, procedures and guidelines to others
• Communicating effectively orally, in writing and on social media
• 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
• Proficiency in spoken and written Spanish is desirable
• Proficient in using Zendesk (or current CRM) for customer-service function upon receiving training

Supplemental Information

Salary Range:  The range for this position is $24.46 - $32.91 per hour, commensurate with experience. With rare exception, initial appointments are usually made at Step 1 ($24.46).  Employees typically progress from Step 1 to Step 2 at six-months from their hire date and annually thereafter with satisfactory job performance. Step increases are based on a seven-step progression in each pay range with each step being approximately 5% higher than the previous step. Kitsap Transit additionally pays longevity pay at 15 years, 20 years and 25 years.

Benefits:  You will receive a generous full-time benefits package including subsidized medical insurance and fully paid dental insurance for employee and dependents, as well as disability insurance and life insurance.  This position participates in the Washington State Public Employees’ Retirement Plan with the option of participating in a state administered deferred compensation plan. Employees receive a generous general leave accrual and 11 holidays pro-rated based on the number of hours worked per pay period up to a maximum of 80 hours per pay period. Kitsap Transit also provides employees and certain dependents with a free transportation pass on Kitsap Transit.

Hours of Work:  Part time employees work approximately 20 to 25 hours per week, with an opportunity to work up to 40 hours per week as needed. The work schedule and hours will vary week to week based on operational needs. You will receive your work schedule two and half weeks in advance so you can plan accordingly.  You must be willing to work a flexible schedule, including weekend, evening, and holiday hours. Shift assignments will rotate, and you must be able and willing to work varying schedules during all hours of Customer Service Office operation. The Customer Service Office operates from 5:50 a.m. to 7:15 p.m. Monday – Friday and on Saturdays and Sundays from 7:45 a.m. – 4:15 pm. Please note these hours of operation may change as agency and/or department needs change.

Working Conditions/Physical Requirements:  Positions in this class typically require:   dexterity of hands and fingers to operate a computer keyboard and other equipment, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.   Sedentary work involves sitting most of the time.  Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Shifts may start as early as 5:50 AM or may end as late as 7:15 PM. Shifts may also be scheduled on holidays and weekends.

You will be sitting at a desk or a computer terminal in an office environment where there is limited space.  You will travel occasionally around the county providing information at transit fairs.

Your work will also involve contact with the public in a public environment, which includes exposure to the risks and hazards of such settings.  The temperature and background noise levels may also vary considerably, depending on the location.