Job Description
Salary : $56,368.00 - $80,516.80 Annually
Location : Seattle, WA
Job Type: Career Service, Full Time, 40 hrs/week
Job Number: 2025SW25645
Department: MTD - Metro Transit
Division: Mobility
Opening Date: 12/12/2025
Closing Date: 1/4/2026 11:59 PM Pacific
FLSA: Non-Exempt
Bargaining Unit: J2 : ATU L587-Transit
Full- or Part-Time: Full Time
Summary Metro Transit's Customer Information Office (CIO) is hiring 4 Career Service Transit Customer Information Specialists to answer customer questions regarding transit routes, schedules, fares, transfer points, and other transit services from the Customer Information Office call center. This position also records, routes, and responds to commendations, complaints, and service requests concerning transit and accessible services; manages the logging, tracking, and answers inquiries about lost items and disposing of unclaimed lost items; sells fare media by phone and assists customers with the ORCA fare card and mobile ticketing systems.
This recruitment will be used to fill 4 Career Service positions. In addition, this selection process
may be used to generate an eligibility pool for future Career Service, Special Duty Assignment, TLT (Term Limited Temporary) or STT (Short Term 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.
Job 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 to all aspects of the work.
You will: - Plan transit itineraries for customers using public transportation to travel in the Puget Sound area. Provide schedules for the multimodal transit services operated by Metro to meet customers' transportation needs. As well as answer questions on how to use regional transit services.
- Use a range of reference sources to find appropriate transit service and transit-related information.
- Receive, route, and respond to customer requests, commendations, complaints, and inquiries via telephone, voicemail, email, or through written correspondence, utilizing a cloud-based CRM platform.
- Sell fare media over the phone, answer questions, and help resolve customer problems with the ORCA card and the Transit GO Ticket mobile application.
- Manage found items delivered to Metro's Lost and Found Office and answer calls, follow up on voicemail, and assist customers at the walk-up window to locate found items. Dispose of unclaimed lost items upon expiration of their hold date.
- Receive calls about items lost on Metro-owned facilities and operated vehicles. Attempt to trace lost items using transit applications, resources, and interdepartmental collaboration.
- Perform other special tasks as assigned.
Experience, Qualifications, Knowledge, Skills Minimum Qualifications: - Experience working in a customer service role, demonstrating the ability to provide assistance to and positively interact with the public.
- Excellent customer service skills. This includes the ability to be courteous and patient with all customers, and to maintain professionalism while under stress and when dealing with angry or difficult customers. This also means the ability to communicate with a diverse group of individuals including seniors and persons with disabilities, in a tactful, diplomatic and sensitive manner.
- Ability to read and comprehend maps, timetables, transit schedules, fare media and other resources and have strong communication skills to provide this information to customers.
- Ability to follow oral and written instructions and to complete assigned tasks on schedule.
- Ability to multi-task in handling web-based or emailed contacts from customers while also being available to take and respond to a steady volume of customer phone calls.
- Have demonstrated experience using computers, maneuvering between multiple applications and programs, and the ability to learn new or updated digital applications, programs, and technology efficiently.
- Are able and confident in solving problems. This means you are able to understand a customer's needs and will use information, resources and tools to provide them effective solutions while applying policies using good judgment.
- Ability to work independently and also as part of a team. You are able to establish effective relationships in a diverse work environment and interact cooperatively.
- Ability to demonstrate reliable and timely attendance.
- Ability to learn from directions, observations, and mistakes and apply procedures using good judgment.
- Ability to receive instructions/feedback and coaching/counseling.
- Are passionate about serving King County's diverse population.
Desired Qualifications: - Personal or working experience with a transit system.
- Experience providing excellent customer service in a high-volume call center setting.
- Experience assisting angry or challenging individuals, elderly, or individuals with disabilities.
- Basic knowledge of the Puget Sound area geography, roads/streets, and points of interest.
Environmental, Physical, and other Special Requirements: - A working phone is required in order to be contacted for scheduled and emergency work assignments.
- Work is generally performed at a desk using a phone and computer in a hybrid telework and office environment with minimal exposure to health and safety hazards. You must be able to work from home when not in the office.
- Deadlines and heavy customer volume pressure are common in these positions.
- Some additional stress is involved because of the potential hostility of customers regarding transit service when handling complaint situations.
- Some shifts require the ability to lift 40 lbs. and be on your feet for the majority of your workday.
Supplemental Information Required Application Materials - An online employment application
- Cover letter
- Answers to all supplemental questions
Applicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in testing as well as one or more interviews. Final offers are contingent on successful completion of reference checks and/or file review.
Training Period New hires must successfully complete a fully paid training period lasting between 6-8 weeks from 8:00am-4:30pm Monday - Friday on-site at King Street Center. Following the classroom training period, trainees begin working onsite or in a hybrid model in various assigned weekday shifts. Start and end times for 8.5-hour or 9-hour shifts (depending on choice of 30-minute or 60-minute unpaid lunch) will fall within weekday CIO operating hours (from 5:50 AM to 6:15 PM).
To pass the training phase, trainees must demonstrate knowledge and ability to perform the duties of the position. For CISs, this includes, but is not limited to, being able to demonstrate customer service skills; knowledge of Metro's website and other self-service customer tools such as Puget Sound Trip Planner and Transit Alerts; knowledge of Metro fare structures and county address location systems; all variations of transit routes, and other transit-related information; knowledge of the ORCA fare system and products, and ability to assist customers with ORCA requests and problems; and ability to properly register, investigate, route and resolve customer comments, commendations and complaints.
Work Location This is a hybrid position. The main work site for this position is King Street Center, 201 S Jackson St., Seattle, WA 98104.The CIO team works in a hybrid model, with days in the office as well as telecommuting. The ratio of remote to onsite work will be dependent on business needs and is subject to change. Employees will have access to a set workspace at King Street Center. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
Work Schedule The Customer Information Office is currently open to the public with reduced weekday hours, Monday through Friday, from 6:00 AM to 6:00 PM, except on major holidays when it is closed. Scheduled shifts start as early as 5:50 AM and run as late as 6:15 PM at this time. Business hours may be adjusted in the future to weekdays from 6:00 AM to 8:00 PM. Employees must be able to work a future shift as late as 8 PM. This is considered an essential position, and fully trained staff may be required to work additional hours if needed or report to your assigned shift during very busy times, emergency situations, or inclement weather.
Employee Shifts Shifts are generally 8½-9 hours (including a 30- or 60-minute break for lunch), and career service employees bid on shifts six months at a time, based on seniority. TLT and SDA employees will be assigned shifts determined by business needs at the time of assignment. All employees must be willing to work whichever shifts are available to them to pick, based on their seniority or those shifts that may be assigned to them.
Union Membership: ATU L587
Job Code: 432310
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: Sianna Weicuss,
Forbes recently named King County as one of Washington State's best employers. Together, with leadership and our employees, we're 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 nation's 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.
The Executive Branch includes employees in the Executive branch, the Assessor's Office, Elections, the King County Sheriff's Office, and the Executive Office
. 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.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Excellent medical, dental, and vision coverage options: King County provides eligible employees with options, so they can decide what's best for themselves and their eligible dependents
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: eligible King County employees may participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 12 paid holidays each year plus two personal holidays
- Generous vacation and paid sick leave
- Paid parental, family and medical, and volunteer leaves
- Flexible Spending Account
- Wellness programs
- Onsite activity centers
- Employee Giving Program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
For additional information about employee benefits, visit our
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.
01
Please identify which of the minimum qualifications for this position you possess. (Please check all that apply)
- Experience working in a customer service role, demonstrating the ability to provide assistance to and positively interact with the public.
- Excellent customer service skills. This includes the ability to be courteous and patient with all customers, and to maintain professionalism while under stress and when dealing with angry or difficult customers. This also means the ability to communicate with a diverse group of individuals including seniors and persons with disabilities, in a tactful, diplomatic and sensitive manner.
- Ability to read and comprehend maps, timetables, transit schedules, fare media and other resources and have strong communication skills to provide this information to customers.
- Ability to follow oral and written instructions and to complete assigned tasks on schedule.
- Ability to multi-task in handling web-based or emailed contacts from customers while also being available to take and respond to a steady volume of customer phone calls.
- Have demonstrated experience using computers, maneuvering between multiple applications and programs, and the ability to learn new or updated digital applications, programs, and technology efficiently.
- Are able and confident in solving problems. This means you are able to understand a customer's needs and will use information, resources and tools to provide them effective solutions while applying policies using good judgment.
- Ability to work independently and also as part of a team. You are able to establish effective relationships in a diverse work environment and interact cooperatively.
- Ability to demonstrate reliable and timely attendance.
- Ability to learn from directions, observations, and mistakes and apply procedures using good judgment.
- Ability to receive instructions/feedback and coaching/counseling.
- None of the above ,but willing to learn.
02
Please identify below which, if any, of the desired qualification for this position you possess. (Please check all that apply)
- Personal or working experience with a transit system.
- Experience providing excellent customer service in a high-volume call center setting.
- Experience assisting angry or challenging individuals, elderly, or individuals with disabilities.
- Basic knowledge of the Puget Sound area geography, roads/streets, and points of interest.
- None of the above, but willing to learn.
03
Please confirm if you are able to meet the following requirements: • A working phone is required in order to be contacted for scheduled and emergency work assignments.• Work is generally performed at a desk using a phone and computer in a hybrid telework and office environment with minimal exposure to health and safety hazards. You must be able to work from home when not in the office.• Deadlines and heavy customer volume pressure are common in these positions.• Some additional stress is involved because of the potential hostility of customers regarding transit service when handling complaint situations.• Some shifts require the ability to lift 40 lbs. and be on your feet for the majority of your workday.
04
Do you have demonstrated experience using computers, maneuvering between multiple applications and programs, and the ability to learn new or updated digital applications, programs, and technology efficiently? Please describe your experience below.
05
Please describe your experience deescalating angry or challenging customers.
06
Please describe your experience providing additional assistance to elderly customers or individuals with disabilities.
07
The role of our Customer Information Specialists involves the following tasks: • Receive and respond to phone calls for up to four hours at a time before taking a break. • Answering continuous phone calls back-to-back. • Sitting or standing (your choice) in front of multiple computer monitors for 8 to 10 hours. • Multi-tasking by processing and responding to written customer comments while remaining available to take phone calls. • Viewing, handling, and processing customers' lost items. • Using appropriate and available personal protective equipment (note: this specific task is assigned selectively and is not performed by all Specialists). Are you willing to perform these tasks?
08
This position requires that you report to duty regardless of inclement weather. Will you be able to report onsite or remotely to your regularly assigned shift in inclement weather?
09
Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? ANDIs this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff? ANDDo you possess the skills and abilities to qualify for this position?
- Yes, I was given a layoff notice from my Career Service role at King County and I am within two years of the effective date of my layoff. Additionally, the position I was laid off from was the same or a higher percentage of FT status when compared to this one.
- No.
10
MTD - If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided:1. The title you held when you received your layoff notice2. The department you worked in3. The effective date of your layoff
11
Do you have any relatives employed by King County? A relative is defined as a parent, child, sibling, spouse ordomestic partner, aunt or uncle, niece or nephew, grandparent, grandchild, in-laws, children, or relatives of a domestic partner.
12
If you answered yes to the previous question, please provide the employee's name, position, and yourrelationship.
13
I certify that the statements made by me on the application and supplemental questions are, to the best of my knowledge, true, complete and correct. I understand that any misrepresentation or material omission of fact on this or any other document required by King County may constitute grounds for rejection, or if employed by King County, for disciplinary measures, including dismissal.
Required Question
Job Tags
Full time, Temporary work, Part time, Traineeship, Work experience placement, Work at office, Remote work, Monday to Friday, Flexible hours, Shift work, Early shift, Weekday work,