Lead Customer Service Specialist (ACCESS)

Overview

Lead and train ACCESS customer service team, manage schedules, resolve issues

Key Responsibilities

• database management
• customer service
• training delivery
• outreach marketing
• report preparation
• scheduling

Tasks

-Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment. -Creates and implements outreach and marketing concepts. -Provides initial and ongoing training to employees. -Maintains databases and prepares reports. -Serves as an information and problem-solving resource to ACCESS Customer Service Specialists. -Responds to customer inquiries and requests for service. -Providing work direction, training and motivating others. -Investigates and resolves customer complaints. -Participates in promoting transportation programs to employers and citizens through community outreach. -Takes reservations and assigns trips to routes. -Composing routine correspondence. -Working on tasks that arise simultaneously and/or unexpectedly. -Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public. -Assists customers in identifying transit programs to fit their transportation needs and in registering them for a variety of transit programs. -Collects maintain and evaluates a variety of information and statistical data. -Schedules and coordinates day-to-day work activities of ACCESS Customer Service Specialists. -Coordinates special transit events. -Understanding, explaining and applying regulations, procedures and guidelines to others. -Maintains and updates policy and procedure manuals and related materials. -Using public relations techniques in responding to inquiries and complaints. -Maintaining and evaluating records and preparing reports.

Requirements

• customer relations
• communication
• customer service
• supervisory
• high school
• driver's license

What You Bring

-Customer relations skills -Communicating effectively orally and in writing. -Three (3) years of progressively responsible customer service experience, preferably in a call center setting. -One (1) year of lead or supervisory experience. -High school diploma or GED. -Equipment used on specialized transportation vehicles -Valid Washington State Driver’s License.

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Benefits

-Professional development and advancement opportunities. -Local specialized social service programs -Special transit program eligibility requirements -Washington State Retirement System (PERS) pension plan participation. -A supportive workplace that promotes teamwork, inclusion, and community service. -Excellent medical, dental, and vision coverage for employees. -Free transit pass for employees and eligible dependents. -Generous paid leave (vacation, sick, and holidays). -Kitsap Transit programs, policies and practices

About Kitsap Transit

-An essential part of the region's infrastructure, connecting people to work, school, and recreational activities. -Reliable and accessible transportation for all residents. -Supports sustainable travel solutions. -Collaborates on smarter transit solutions. -Offers real-time updates and easy trip planning. -Provides a unique and scenic travel option.

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