Customer Service Specialist Supervisor

Summary The Records and Licensing Services Division (RALS) is seeking an individual who is passionate about customer service and eager to work as part of a dynamic, fast-paced, strong team environment in an exciting Customer Service Specialist Supervisor role. We are looking for candidates to showcase their experience in office operations, supervision and customer service. This person will oversee and provide direction to staff, resolve difficult issues with customers, recommend and coordinate implementation of systems and methods to improve customer service and office operations. We are seeking a team leader, innovator and motivator with a can-do attitude!

ABOUT RECORDS & LICENSING SERVICES (RALS) DIVISION

The Records and Licensing Services Division (RALS) is a division of the Department of Executive Services.

RALS operates within a statutory framework that is prescribed by state law and county code. Many of the services administered by the division are mandated by state law and are provided in King County on a regional basis across jurisdictional boundaries. RALS also provides certain local services to unincorporated King County and by contract with many local municipalities throughout King County. In addition, RALS is responsible for providing internal services that are necessary for purposes of business efficiency and meeting various legal responsibilities.

RALS is responsible for:

• Recording documents related to real property sales and other transactions and making them accessible for members of the public, businesses, and other government agencies.

• Collecting and dispersing real estate excise tax payments on the conveyance of real property in King County.

• Providing licensing and information services and promoting public safety by administering and enforcing vehicle and vessel licensing and taxi and transportation network company (TNC) regulations.

• Providing internal mail services and physical and electronic records management services to all county agencies.

• Providing animal care and control services for the protection of property, human health, and safety and promoting responsible pet ownership and animal welfare through education and licensing programs via public and private sector partnerships.

RALS is committed to service excellence and building an enduring legacy through continuous improvement. RALS uses Lean practices to improve our operations, programs, public and internal services, and employee safety. We accomplish this through an equity lens, creating a learning environment, and employee engagement.

To learn more about RALS, please visit our website at: https://kingcounty.gov/depts/records-licensing.aspx.

Job Duties

To be considered for this opportunity, you must at a minimum, demonstrate the knowledge, skill, and ability to:

• Prioritize and identify daily workload, supervise and support public-facing operations. Assist in training of new employees, technical assistance, provide feedback, celebrate accomplishments, and maintain a healthy and productive work culture and environment;
• Conduct performance evaluations, monitor work quality and quantity. Establish performance metrics and coach/counsel and mentor based on those metrics. Discuss individual performance with employees and recommend a training or development plan, issue written reprimands and letters regarding disciplinary actions when necessary. Conduct investigation and compose documents;
• Provide customer service to clients and the general public that includes the regular handling difficult and escalated customer service situations, discretion, and diplomacy while handling sensitive and confidential information in a professional manner, over the phone and in person;
• Compose, summarize, edit and finalize a variety of documents, including letters, contracts, ordinances, motions, reports and correspondence to ensure conformance with specialized terminology, established procedures and County standards;
• Develop and maintain office procedures through a continuous improvement lens and ensure division-wide compliance. Participate in development, review and implementation of administrative policies and procedures within the division;
• Perform moderate to complex numerical calculations involving cash handling, balancing and preparing bank deposits, payroll processing and other applications;
• Ensure that day-to-day management of assigned unit is consistent with terms of applicable collective bargaining agreements and applied fairly to all covered employees;
• Participate in the Labor/Management Committee in assigned unit. Work collaboratively with human resources and/or payroll staff to resolve employee issues.

Experience, Qualifications, Knowledge, Skills We are looking for candidates who:

• Have a background providing excellent customer service and juggling multiple tasks on a daily basis;
• Have knowledge of the procedures and processes of administering a public records system, working with public documents and records retention experience;
• Have the ability to lead and supervise people, where you may not be the only supervisor, while establishing and maintaining effective working relationships;
• Have effective communication and interpersonal skills with a focus on collaboration and working as a team with the ability to be an independent thinker who looks for new ways to solve problems;
• Are skilled in organizing, prioritizing and delegating work in order to meet deadlines;
• Have experience in conflict resolution, problem solving and negotiation, to defuse potentially stressful situations;
• Are comfortable and proficient in using Office Productivity tools in your daily work (the County used Microsoft Office).

Supplemental Information Position Information: Work location: The Recorders Office is located in Downtown Seattle inside the King County Customer Service Center at the King Street Center building. The address is 201 S. Jackson St., Seattle, WA 98104. It is within easy access to public transportation including the Link Light Rail, the Sounder trains and bus routes. Work schedule: The schedule for this position in 8:00am-5:00pm; Monday - Friday. This position is Non-Exempt from the provisions of the Fair Labor Standards Act and therefore is overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday. Union representation: This position is represented by Teamsters Local 117, Professional, Technical, and Administrative Employees. The Application/Selection Process: Are you ready to APPLY? The recruitment for this position is open to all qualified applicants. A completed King County Application is required. We highly recommend that you also provide a resume and cover letter detailing your experiences as it relates to this position.

If you have any questions, please contact Karina Cordova, HR Analyst, by e-mail at kcordova@kingcounty.gov. This position is open to all qualified applicants and may be used to fill additional career service vacancies for up to six months.

Forbes named King County as one of Washington States best employers.

Together, with leadership and our employees, were changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nations best places to live, work and play. Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. 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.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.