ORCA LIFT Subsidy Customer Service Specialist

Summary

Metro Transit has three immediate vacancies for Customer Service Specialists to join the Reduced Fares Team. The Customer Service Specialists will support the subsidized annual pass, which launched in late 2020 as an element of the ORCA LIFT reduced fare. Eligible customers receive an annual transit pass, good for unlimited rides on Metro and Sound Transit services. The Customer Service Specialists will manage ORCA card processes, resolve issues and complaints by phone and email, explain program information including procedures and requirements, and assist partner human service agencies and customers in applying for and using services. Successful applicants will also participate in team meetings and in efforts to improve the program over time.

Metro developed the subsidized annual pass in consultation with customers, stakeholders, human service agencies, and decision-makers to make transit more accessible for populations where affordability is a barrier. With this program, Metro aims to evaluate the impact of the program on participants’ mobility, access to services, and long-term health.

• Interviews are tentatively scheduled for September 7-10, 2021

Who May Apply and Position Information: We are accepting applications from all qualified applicants. First consideration may be given to internal King County employees. This recruitment will be used to fill 1 (one) immediate career service vacancy and 2 (two) immediate term limited temporary (TLT) or special duty assignments (SDA). This recruitment may also be used to create an eligibility pool for future career service and term-limited-temporary or special duty assignment vacancies in this classification in the Fare Media Sales group. The eligibility pool is valid for up to 6 months, or until exhausted, at the discretion of the hiring authority.

Please note regarding the location: The primary location of these positions is King Street Center – 201 S Jackson St, Seattle. Successful applicants will have a Monday-Friday hybrid schedule, working in office at King Street Center for 2-3 days per week and telecommuting the remaining days. When working in the office, the customer service specialists will also be providing direct, in-person customer support from the Pass Sales Office at King Street Center.

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. You will also:

Manage ORCA cards: Work within two online databases (ORCA and the ORCA LIFT Registry) to research and troubleshoot cards, products, and processes; maintain and ensure adequate stock of cards; enter inventory into ORCA LIFT Registry; monitor registry; load ORCA cards with pass products; transfer funds between cards; prepare cards and associated materials for distribution; pull data from ORCA LIFT Registry on distributed cards and enter into ORCA system.

Provide program-specific information and support to internal and external customers through telephone calls and emails. Serve as the primary point of contact for human service agencies and customers. Answer incoming telephone calls and emails and return calls/emails that come in after hours. Explain program information and resolve issues and complaints. Field questions about eligibility and enrollment processes. Refer eligible customers to enrollment sites and ineligible customers to other Metro programs that may serve them (ORCA LIFT, Youth ORCA, and Regional Reduced Fare Permit).

Provide technical assistance and administration to human service agencies who verify customer eligibility and enroll them in the program. Perform testing, provide training and act as subject matter expert on system features and processes.

Provide technical support for customers using their subsidized passes. Troubleshoot issues and explain pass features, including how to load e-purse for access to other transit agencies.

Issue replacement cards for customers. Block lost or stolen cards in the ORCA system and link replacement cards to customer in the ORCA LIFT database. Assist program staff in developing procedures for replacing lost and stolen cards, and for renewing eligibility.

Participate in evaluation of the program and provide input to help improve and streamline processes and systems and prepare for ORCA Next Generation. Represent program at committees and meetings as requested.

Participate in program meetings to discuss new ideas, troubleshoot issues, and develop new systems.

Provide support to work groups within Fare Media Sales.

Perform other duties as assigned.

Experience, Qualifications, Knowledge, Skills

Minimum Qualifications:
Substantive understanding of the ORCA fare processing system.

Experience administering ORCA customer support using internal ORCA websites: Call Center Website, Agency Website, and Reports website.

Skilled in customer service techniques that demonstrate consistent courtesy, grace under pressure and a positive, patient, problem-solving mindset.

Excellent customer service and interpersonal skills, including ability to explain technical, multi-step processes to customers and agencies who do not have a frame of reference or knowledge about these issues.

Excellent written and oral communication skills.

Ability to manage multiple issues simultaneously.

Flexibility to shift focus on priority issues if necessary.

Collaborative mindset and willingness to learn.

Demonstrated ability to learn new systems and procedures.

Experience working with diverse communities, including individuals with disabilities, elderly, and people living in poverty, and/or the agencies who serve them in the community.

Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.

Skill in establishing and maintaining effective working relationships.

Conflict resolution, problem-solving and troubleshooting skills.

Desired qualifications:
Experience with Metro’s ORCA LIFT Registry.

Knowledge of Metro Transit operations and services.

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 and/or American Sign Language.

Physical and necessary special requirements:
Ability to push, pull and li about 25 pounds.

A valid Washington State driver’s license within thirty days after hire, OR the ability to travel throughout the county in a timely manner.

Supplemental Information

Ready to Apply?

Please complete an application found at http://www.kingcounty.gov/jobs. You are also required to answer the supplemental questionnaire and attach a resume. NOTE: Please make sure you answer ALL questions thoroughly in the employment application portion and supplemental questionnaire, with each of your jobs listed (listing each position for each employer separately), duties explained, reasons for leaving etc. Your job history in the employment application must go back 10 years (if you have 10 years of employment).

Applications that are not complete, including the supplemental questionnaire, or do not include the required resume, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs. For Tips on Applying, please visit http://www.kingcounty.gov/jobs/applying.aspx.

Selection Process

Applications, including the supplemental questionnaire, and resume will be screened for qualifications, clarity and completeness. Competitive applicants may be invited to participate in one or more interviews. Final offers will be contingent on reference checks and a record review (for internal employees).

About Metro Transit

Transit King County Metro Transit is a regional leader in helping people move quickly throughout the region, reducing commuter stress, greening the environment and radically improving urban air quality, by providing comfortable, effective transit services for the thousands of commuters and other residents of King County, Washington. Working for Metro means working for a leader in this nation’s public transportation industry.

Competitive Benefits

King County provides our employees with a free transportation pass (good on most transit systems throughout the Puget Sound region) and access to the building gym, with lockers, showers and bike room. We offer a benefits package that includes a medical, dental and vision benefits plan with employer-paid premiums for the whole family and domes c partner, generous vacation, sick holiday and executive leave plans, and participation on in the State’s Public Employees Retirement Plan (PERS) are provided, as well as the option of participation in the County’s deferred compensation plan (a 457 plan).

Work Schedule

The standard work week is within the 8:00 A.M. – 5:00 P.M. Monday through Friday. This position is subject to the provisions of the Fair Labor Standards Act, and therefore is eligible for overtime pay. Overtime work must be approved in advance.

Temporary Telecommuting Requirement

The work associated with this position will be performed through a combination of teleworking complemented with onsite work. Employees will have access to shared workspaces at various King County facilities.) Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department’s hybrid environment.

Union: This position is represented by PROTEC 17, Transit Administrative Support bargaining unit.

Class Code: 4322100

Questions about this recruitment? Please contact: Angela Alcaraz, HR Analyst, 206-263-2466, [email protected]

Forbes recently named King County as one of Washington State’s best employers.

Together, with leadership and our employees, we’re changing the way government delivers service and winning national recognition as a model of excellence. 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.

Guided by our “True North”, we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles-we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact your recruiter listed on this job announcement.