Job Description

Posting number: 2026TB27665

Department: MTD - Metro Transit

Division: Mobility

Job classification: Customer Services Coordinator (C4 : PROTEC17-P&T-MTD)

Posting type: Open & Promotional

Categories: Transportation, Transit

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This position is open to current King County employees and the general public.

The Fare Media Sales Customer Service Coordinators support ORCA LIFT and subsidized annual pass programs. Coordinators enroll customers in ORCA LIFT and manage customers' ORCA LIFT cards by fare media and assist with card replacements, enrollment, and renewal of ORCA LIFT cards. The subsidized annual pass program launched in late 2020. Eligible customers receive an annual transit pass, good for unlimited rides on: Metro; Sound Transit; Community Transit; and Everett Transit services.

Customer Service Coordinators manage ORCA card processes, resolve issues and complaints via phone, Teams chats, and email, explain program procedures and requirements, and assist partner human service agencies and customers with applications and services. Coordinators help train partner agencies, internally and externally, and attend Neighborhood Popup (NPU) and outreach events as needed. Coordinators also manage card inventory by purchasing new cardstock, applying card labels, loading fare media products, and prepping cards for distribution to partner agencies. Successful candidates will actively participate in team meetings and contribute to ongoing program improvements. 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.

Please note regarding the location: The primary location of this position 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 3 days per week and telecommuting the remaining days. Hybrid schedules vary by work group and are subject to change based on business needs. When working in the office, the Customer Service Coordinators for Reduced Fares will also be providing direct, in-person customer support from the Pass Sales Office at King Street Center. This position will primarily work in office until the probation period is completed.

This recruitment will be used to fill 1 Special Duty Assignment/Term Limited Temporary position expected to last through December 2027. In addition, this selection process may be used to generate an eligibility pool for future Career Service, Special Duty Assignment, and Term Limited Temporary vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Examples of 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:

• Investigate and respond in writing and verbally to phone, email, in-person, and Teams chat customer complaints, inquiries, and questions.
• Produce reports for internal and/or external distribution.
• Act as representative and/or advocate for the agency at various internal and/or external levels.
• Coordinate and/or implement database processes to track potential customers and distribution. Maintain and generate system databases, records and equipment inventories.
• Implement business practices to monitor customer base and enhance outreach efforts.
• Coordinate and conduct public outreach functions. Develop and deliver presentations and/or orientations to internal and external customer audiences, which may include representatives from other jurisdictions.
• Analyze, Create and Recommend operational policies.
• Organize the distribution of fare media and provide documentation to revenue-processing staff and internal and/or external customers.
• Update and distribute informational media.
• Implement and evaluate programs, policies, proposals, procedures, and plans.
• Support internal and external training on program processes, procedures, and enrollments.
• Perform other duties as assigned.

Fare Media Sales Specific Job Duties to include:

• Manage ORCA card inventory via 2 Business Choice accounts: Work within several online databases: Customer Relationship Management (CRM), myorca.com website, and the ORCA LIFT Registry to research and troubleshoot cards, products, and processes.
• Load ORCA cards with fare media products; transfer funds between cards; prepare cards and associated materials for distribution.
• Answer incoming telephone calls/emails and return calls/emails and handle Customer Relationship Management (CRM) cases as well.
• Explain program information and resolve issues and complaints. Manage Teams Chats to give timely information to internal and external partners.
• Respond to queries about eligibility and enrollment processes.
• Refer eligible customers to enrollment sites and ineligible customers to other Metro products and services.
• Provide technical assistance and administration to human service agencies who verify customer eligibility and enroll them in the program.
• Perform testing, training and act as subject matter expert on system features and processes.
• Provide technical support for customers using their subsidized annual 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 customers in the ORCA LIFT database.
• Advise and/or train customers regarding the ORCA system.
• Work in partnership with internal and external teams to identify appropriate changes needed for continuous system, process improvement, and event coordination.
• Work in SharePoint to maintain records, create Standard Operating Procedures (SOP), track history, and provide data for reports, spreadsheets, and special projects.
• Support outreach events and other duties with the Neighborhood Pop-Up group as needed.
• Support various projects including Human Service Bus Ticket-books Program (HSBTP) and other future Reduced Fare projects.

Qualifications

Minimum Requirements:

• 2 years of independent customer service experience where you were responsible for providing customer service support to an individual customer or team of professional, technical, or management staff.
• Experience working with diverse communities, including individuals with disabilities, elderly, and people living in poverty, and the agencies or businesses who serve them in the community.
• Knowledge of transit and ORCA products and Services.
• 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 to priority issues if necessary.
• Collaborative mindset and willingness to learn.
• Demonstrated ability to learn new systems and procedures.
• Experience using Microsoft Office applications including Word, Excel, PowerPoint, Outlook, SharePoint, and Teams.
• Basic knowledge of customer relationship management software.
• Skill in establishing and maintaining effective working relationships.
• Conflict resolution, problem-solving and troubleshooting skills.
• Ability to learn in-class, virtually, and online through the County’s NEOGOV Learning website.

Desired qualifications:

• Demonstrated knowledge of ORCA system (i.e., experience selling, loading funds, or managing accounts on myorca.com or Customer Relationship Management software).
• Experience administering ORCA customer support with Salesforce and/or other CRM software.
• Skilled in effectively communicating direction or guidance verbally and in writing for diverse audiences.
• Experience with Metro’s ORCA LIFT Registry.
• Familiarity with public transit, key partners, and stakeholder groups.
• 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.
• Experience using DARe Reports and Jira ticketing system.
• Experience in Equity, Racial and Social Justice (ERSJ) principles and desire for continuous learning to move these principles forward and in practice.

Physical and necessary special requirements:

• Ability to push, pull and lift about 50 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

Who May Apply

This recruitment is open to current King County employees and the general public.

Required Application Materials

1. An online employment application, including all relevant employment history and experience related to this role.

2. As well as responses to supplemental questions.

NOTE: Your application may be rejected as incomplete if you do not include the required application materials. Cover letters and/or resumes are not accepted in lieu of a completed application. Applications and/or Supplemental Questionnaires that state "see my resume" or "see my personnel file” are considered incomplete and will not be accepted.

Selection Process
Applicants will be screened for competitiveness, completeness, and written communication skills to determine the most qualified candidates. The process may include the following: a review of the application and supplemental questions, testing and/or panel interview, and references. It is important to note that you must get approval from your current supervisor/manager to accept a Special Duty Assignment. Pay for SDA will be in accordance with the Personnel Guidelines or the selected employee’s collective bargaining agreement.

Work Location
This position follows a hybrid work schedule requiring a minimum of 3 days per week onsite at King Street Center (201 S. Jackson St., Seattle, WA, consistent with King County Metro's hybrid work policy. Remote workdays may be adjusted based on operational or business needs. Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

Work Schedule
Normal work hours are between 8 am – 5pm, Monday through Friday. Alternative work schedules may be possible. This position is non-exempt and therefore is eligible for overtime pay.

Union Membership:
Protec17

Job Code:
223401 Customer Service Coordinator

Safety Responsibilities for an Employee

• Responsible for understanding this policy and their role in safety
• Report all safety concerns
• Follow safety practices and procedures as necessary to maintain a safe work environment and in conformance with applicable regulations, policies, and training
• Report safety and security concerns and ideas to supervisors or anonymously through data collection system

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.

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 Tracy Bylund at tbylund@kingcounty.gov

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 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.