Customer Service Specialist (OOC or Temp)

The Customer Service Bureau is seeking a customer service focused, conscientious problem solver for an out-of-class/TES FTE Customer Service Specialist (Complaint Investigator) position.

Customer Service Specialists must be adaptable, think on their feet and find answers to challenging questions. They respond to a high volume of inquiries and complaints about City services, policies, and procedures. Success in this position requires strong writing and customer service skills, the ability to work with diverse populations, diffuse difficult conversations, and the capacity to meet tight timelines.

This is a hybrid position that requires in-person work at the Seattle Municipal Tower and a customer service kiosk, located in the lobby of City Hall. The work location is based on the needs of the office. The work hours are 8:00am-5:00pm, Monday through Friday.

This position is expected to last approximately seven months. It is available to internal City employees as an Out of Class and to external employees as a non-benefited temporary position.

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. No matter the need, FAS is here—at your service.

• Respond to a high volume of routine and complex inquiries, requests for service, and complaints from the public, City departments, and outside agencies. Work is completed over the 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.

• Two (2) years of college education in public administration, political science, social science or related field; And

• 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.)

• Proficient using internet search engines and MS Office programs to include Word, Excel, SharePoint and Outlook.

In addition, the most successful candidate will possess the following:

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