King County Metro Transit Customer Information Specialist (Seattle, WA)

Metro Transit's Customer Information Office (CIO) is hiring 1 career service Transit Customer Information Specialists to answer customer questions regarding transit routes, schedules, fares, transfer points, and other transit services from the Customer Information Office call center. This position also records, routes and responds to commendations, complaints, and service requests concerning transit and accessible services; manages the logging, tracking and answers inquiries about lost items and disposing of unclaimed lost items; sells fare media by phone and assists customers with the ORCA fare card and mobile ticketing systems.

This recruitment will be used to fill one (1) Transit Customer Information Specialists. In addition, this selection process will be used to generate an eligibility pool for future career service, special duty assignment, TLT (Term Limited Temporary) or STT (Short Term Temporary) vacancies that are expected to occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting or extended, and maybe used at the discretion of the hiring authority.

 

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. As a Transit Customer Information Specialist, you will also:

  • Plan transit itineraries for customers using public transportation to travel in the Puget Sound area. Provide schedules for the multimodal transit services operated by Metro to meet customers' transportation needs. As well as answer questions on how to use regional transit services.
  • Use a range of reference sources to find appropriate transit service and transit-related information.
  • Receive, route and respond to customer requests, commendations, complaints and inquiries via telephone, voicemail, email, or through written correspondence, utilizing a cloud-based CRM platform
  • Sell fare media over the phone, answer questions and help resolve customer problems with the ORCA card and the Transit GO Ticket mobile application. 
  • Manage found items delivered to Metro’s Lost and Found Office and answer calls, follow up on voicemail, and assist customers at the walk-up window to locate found items. Dispose of unclaimed lost items upon expiration of their hold date.
  • Receive calls about items lost on Metro-owned facilities and operated vehicles. Attempt to trace lost items using transit applications, resources and interdepartmental collaboration.
  • Perform other special tasks as assigned.