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Customer Service Specialist (Part-Time)

Seattle Finance and Administrative Services · Seattle, WA · 2 wk ago
$41.44–$48.31/hrPart-time

This is a 0.5 FTE hybrid position requiring in-person work at the Seattle Municipal Tower and a customer service kiosk in the lobby of City Hall. Work hours are approximately 9:00am - 2:00pm, Monday through Thursday.

About Us

FAS is often the public's first interaction with the City of Seattle, operating as a customer-focused front door that assists with everything from paying utilities or reporting a pothole to requesting public information or even adopting a new pet. The 500-plus employees of FAS span across 10 divisions and work behind-the-scenes providing critical functions, like managing 120 City facilities—including police and fire stations—overseeing the City's neighborhood customer service centers and Customer Service Bureau and making sure minority-owned businesses can equitably compete for City contracts.

Responsibilities

  • Respond to a high volume of routine and complex inquiries, requests for service, and complaints from the public, City departments, and outside agencies via telephone, in person, and electronically through written correspondence.
  • Provide advice, information, and referrals regarding City services, policies, and procedures.
  • Research and analyze Seattle Municipal Code, policies, and rules to effectively respond to customers.
  • Coordinate with other City departments as necessary to resolve problems.
  • Act as a liaison between customers and City departments for customers having difficulty securing City services.
  • Represent the City's position on current issues to individuals.
  • Respond to inquiries directed to the Mayor's Office or City Council.
  • Provide backup coverage for the customer service kiosk at Seattle City Hall.
  • In the event of a disaster, staff is required to be on call 24 hours a day as part of FAS' emergency response team.

Requirements

  • Two (2) years of college education in public administration, political science, social science or related field.
  • Two (2) years of experience in complaint investigation, counseling, interviewing, or in community, social, public service or related work in which meeting and dealing with a diversified public was a critical element of the job. (Or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work may be considered.)

Skills

  • Proficient using internet search engines and MS Office programs (Word, Excel, SharePoint, Outlook).
  • Excellent oral and written communication skills.
  • Strong customer service and problem-solving skills.
  • Effective time management skills and ability to balance routine/repetitive tasks with complex problem solving.
  • Ability to use dispute resolution techniques to diffuse challenging conversations and resolve customer concerns.
  • Ability to collaboratively resolve issues cross-departmentally and with outside agencies.
  • Ability to communicate effectively with diverse customers.
  • Ability to handle stressful and confidential situations.
  • Experience using Customer Relationship Management systems, such as Motorola.
  • Knowledge of City of Seattle departments and programs.
  • Positive attitude and dependability.

Pay

The full range of the step-progression position is $41.44 - $48.31 per hour.

Schedule

Approximately 9:00am - 2:00pm, Monday through Thursday.

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