Job: Customer Service Specialist II

Job Title:	Customer Service Specialist II
Opening Date/Time:	Mon. 12/16/13 12:00 AM Pacific Time
Closing Date/Time:	Mon. 01/06/14 4:30 PM Pacific Time
Salary:	$19.70 - $23.82 Hourly
Job Type:	Career Service, Full Time, 40 hrs/week
Location:	King Street Center - 201 S Jackson St, Seattle, Washington
Department:	Department of Natural Resources & Parks - Solid Waste Division

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Summary  Benefits  Supplemental Questions
This position can be the first point of contact for citizens and internal and external customers with the Solid Waste Division (SWD). Consequently, the person in this position must have excellent customer service skills, including outstanding telephone etiquette, ability to be polite and courteous during stressful situations and interactions. The person in this position will answer most questions from callers and where appropriate, direct incoming calls to the correct SWD staff, provide customer service to internal and external customers over the phone and in-person, provide web-site email assistance, manage information requests and update referral resource materials.   Who may apply: This position is open to all qualified applicants.    Forms and Materials required: Applicants must submit a (1) King County application form, (2) resume and (3) letter of interest detailing your background in customer service and describing how your education and experience meets the qualifications and has prepared you to perform the essential functions of the job. Applications without the required materials may not be considered for this position.   Work Location: King Street Center - 201 South Jackson Street, Suite 701   Work Schedule: This full time Career Service position works a 40 hour work week, Monday through Friday. This position is overtime eligible.   Division Summary: The Solid Waste Division (SWD) provides garbage transfer, disposal and recycling services for residents and businesses in all of King County, except for Seattle and Milton. SWD also provides household hazardous waste disposal options and recycling education programs for its residents. SWD’s overall goal is to conserve natural and reusable resources through readily available services and a continued emphasis on public awareness.
Job Duties:
Answer multiline telephone, email and in-person inquiries regarding waste reduction and recycling and provide other solid waste management options and basic information about division programs and facilities. Greet visitors, direct them to meeting rooms and inform appropriate person when visitors arrive. Research and gather current and accurate solid waste information in order to address customer questions and concerns. Prepare and package documents for delivery and send them to requester. Update and research resources for reference materials. Prepare monthly performance indicator reports on the volume and types of telephone inquiries. Backup the Customer Service Specialist III in online directory management and responding to SWD website emails. Monitor and approve car/meeting room reservations Input call information into a database or tracking system Ensure a clean and tidy front desk area at all times Function as a member of the division’s Customer Service Unit; participate in team projects as assigned. Other administrative duties as assigned.
Experience, Qualifications, Knowledge, Skills:
Excellent customer service skills in a busy office setting, in person and over the phone. Skills in communicating with people of diverse backgrounds Excellent telephone etiquettes and demonstrated ability to answer, research, and triage phone calls Problem solving skills Research and analytical skills Demonstrated skill in entering information into databases quickly and with a high degree of accuracy. Working knowledge of computers including Word, Excel and Outlook Experience in performing internet searches to assist customers Demonstrated knowledge of proper English grammar, usage, and spelling Demonstrated ability to communicate with a diverse range of staff and customers in a pleasant, non-judgmental, respectful, and culturally sensitive manner under varying levels of stress; Ability to handle difficult interpersonal interactions with discretion, diplomacy, etiquette, and professionalism Ability to work effectively both independently and as a team member to complete assignments. Ability to be punctual and to have good attendance.
Supplemental Information:
Desired Qualifications: Spanish language fluency Knowledge of the Solid Waste Division’s programs and facilities  Union Membership: This position is represented by Teamsters Local 117 (Admin)   Who to contact: If you have questions about this position, please contact Prakash Meloot at (206) 263-6061 or email prakash.meloot@kingcounty.gov