Salary

$85,176.00 - $102,960.00 Annually

Location

Redmond, WA

Job Type

Career Service, Full Time, 40 hrs/week

Job Number

2024TB22570

Department

MTD - Metro Transit

Division

Mobility

Opening Date

08/30/2024

Closing Date

9/15/2024 11:59 PM Pacific

FLSA

Non-Exempt

Bargaining Unit

C4 : PROTEC17-P&T-MTD

Full- or Part-Time

Full Time

Summary

Learn how Metro connects you with what matters.

This position is open to current King County employees and the general public.

King County Metro Transit is a regional leader in getting people to places efficiently, reducing commuter stress, greening the environment, improving urban air quality through sustainable transportation strategies, and providing comfortable, effective, and equitable transit services for commuters, residents, and visitors of King County, Washington.

Metro Transit's Mobility Services programs offer King County residents public transportation ridesharing services consisting of several popular High Occupancy Vehicle (HOV) transportation options beyond traditional fixed-route transit service, including vanpools, vanshare, carpools, and flexible transportation services such as DART, Community Van and on-demand ridesharing app-based products such as Community Ride. In 2019, King County's commuter van programs provided approximately 3.5 million person rides per year in 1,600 revenue-service vehicles, and community-based services provided an additional 1.5 million local trips.

Metro Transit is hiring three Career Service (CS) Maintenance Rideshare Services Representative positions.

In this crucial role, you will coordinate vehicle maintenance, manage accident responses, and address emergency breakdowns for approximately 200-350 commuter group and service loaner vehicles. Your goal will be to ensure timely maintenance, safe and reliable program vehicles, compliance with service contracts, and overall customer satisfaction. While actual maintenance and repair services are performed by contracted vendors, your role will involve managing competing maintenance priorities in a high-volume, fast-paced environment. Success in this role requires strong organizational skills and the ability to systematically manage multiple tasks and deadlines.

This position also demands a high level of customer interaction, problem-solving related to vehicle maintenance and repair, and the ability to prioritize numerous tasks. You must work independently while providing excellent customer service and support. Effective communication is key, as you will be responding to and following up with internal and external customers via email, telephone, and in person. Maintaining an organized, professional, and respectful approach is essential to managing the busy and varied demands of each day.

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 that exemplify shared values, behaviors, and practices to all aspects of the work. Job duties include but are not limited to:

• Manage assigned monthly preventative maintenance (PM) schedules; authorize, coordinate, and schedule all vehicle-related services between volunteer drivers and contracted and non-contracted service providers, including preventive maintenance, vehicle and auto body repair, warranty or recall service, towing, decal installation, emissions testing, and glass repair at the time of PM service, and in response to emergencies or campaigns. Applications used for this work include Microsoft Excel, Outlook, Word, VISM (proprietary web-based customer relationship management software), and our AssetWorks M-5 Fleet computerized maintenance management system (CMMS).
• Act as liaison for customers and the general public, providing customer service and operational instructions. Provide program information, manage personally sensitive/confidential and or politically sensitive situations, interpret and apply established policies, procedures, and regulations for customers to solve problems and ensure cost-effective service, contract compliance, and customer satisfaction.
• Cultivate a work environment that actively encourages diverse viewpoints, embraces and appreciates diversity, expects and ensures mutual respect, and promotes collaboration and cooperation.
• Review vehicle history, research industry standards, consult technical resources to identify vehicle performance expectations, and determine the need for and authorize cost-effective preventative maintenance repair services.
• Provide technical assistance and support to volunteer drivers to troubleshoot vehicle performance issues.
• Provide timely, informed response and documentation of accident and emergency breakdown events.
• Ensure timely compliance for warranty recalls or Technical Service Bulletins.
• Monitor, document, evaluate, and prepare reports to assess and document contracted service compliance. Conduct vendor site visits and performance evaluations.
• Maintain documentation of loaner assignments and service repair logs.
• Create, authorize, document, and monitor work orders using fleet management software.
• Audit invoices and enter pricing on electronic work orders to ensure accurate authorization, service coding, and pricing.
• Provide 24-hour emergency pager response for program participants one week at a time on a rotating schedule.
• Prepare and stage vehicles for delivery to customers, receive and process vehicle returns from customers, shuttle vehicles, conduct vehicle inventories, access, define and coordinate vehicle repair, complete data entry to maintain vehicle status, and correctly report inventory.
• Collaborate and take initiative in the workgroup to work toward continuous improvement of work processes; present information and contribute to staff meetings.
• Provide assistance and task coverage for other Maintenance or Group Rideshare Service Representatives as needed and perform other duties as assigned.

Experience, Qualifications, Knowledge, Skills

Minimum Qualifications & Experience:

• Experience with and knowledge of vehicle repair, fleet management, logistics, and contract management, including authorization of work and expenditures.
• Three (3) years of experience in managing multiple tasks and solving complex customer and operational problems in a systematic way and three (3) years of customer service experience consisting of customer relationship management, orientation, instruction, training, feedback, procedure enforcement and problem-solving OR any equivalent combination of experience and education that provides the applicant with the desired skills, knowledge, and ability required to perform the work.
• Demonstrated initiative and ability to work independently with little assistance.
• Ability to develop and maintain relationships with coworkers to work effectively as a team and collaborate successfully to achieve continuous improvement of work processes.
• Excellent customer service skills, including the ability to influence, persuade, and maintain internal and external customer relations.
• Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds.
• Skill in interpreting and applying policy and procedures.
• Excellent oral communication skills, including the ability to articulate ideas for diverse audiences and influence customer behavior.
• Ability to define and analyze information, anticipate problems, research options, recommend solutions, and take action to deflect or resolve problems before they occur or negatively impact or diminish desired outcomes.
• Ability to design and implement quality solutions and deliverables.
• Demonstrated proficiency in written communication skills to prepare responses to customers and the general public on behalf of management. Prepare reports to define work status and recommend program enhancements.
• Demonstrated experience in evaluating and analyzing program data to make recommendations for cost savings or program enhancements.
• Demonstrated experience at an intermediate level using MS Excel, Word, and Outlook to manage daily work tasks, prepare reports, and analyze data.
• Ability to query databases and generate reports.

The most competitive candidates will also possess these desired qualifications:

• Technical degree in automotive maintenance & repair/management.
• Project or program management experience involving customer relationships and operations management activities.
• Interest in the field of public transportation.

Necessary Special Qualifications:

• Valid Washington State Driver's License by date of hire.
• Ability to drive in multiple areas around the region.
• Ability to move objects up to 40 pounds into and out of a vehicle.
• Ability to occasionally work on weekends and after-hours, as described above.
• Ability to provide 24/7 emergency pager response for rideshare and flexible services participants and vehicles on a rotational basis several times a year.

Supplemental Information

Who May Apply
This recruitment is open to all King County employees and the general public.

Work Schedule
The base work schedule is Monday through Friday, 6:00 a.m.-3:00 p.m., with occasional adjusting of hours for the evening, weekend, or holiday work as necessary for business needs when requested. All positions provide on-call 24/7 pager support and response to rideshare emergencies, collisions, incidents, and complaints as part of the operations team on a rotational basis for one week at a time throughout the year.

This position is designated non-exempt from the regulations of the Fair Labor Standards Act (FLSA) and is eligible for overtime pay and therefore eligible for on-call duty pay if scheduled.

Work Location
The primary location of this position is in the Van Distribution Center (VDC), 18655 NE Union Hill Road, Redmond, WA 98052. The work associated with this position will be primarily performed on-site, with occasional remote work. Employees will have access to shared workspaces at King County facilities. Employees must reside in Washington state and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.

Employees will be provided with a County-issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours.

King County has a robust collection of tools and resources to support working remotely.

How to Apply
If you are interested in pursuing this position, please follow the application instructions carefully.

Required Forms and A pp lication Materials :

• An online King County application, updated with accurate contact information and a l l relevant work histor y g oin g back 10 years (or more, if necessary), with all duties, dates of employment, and reasons for leaving explained clearly in the work experience section of the application.
• Complete all supplemental questions.
• Resume

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 any questions please contact the recruiter listed on this announcement below. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at www.kingcounty.gov/jobs .

Selection Process
Applicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in one or more panel interviews. Final offers are contingent on the successful completion of reference checks or internal record review.

Position information:
This recruitment will be used to hire three (3) Career Service Rideshare Services Representative - Maintenance positions. In addition, this selection process may be used to generate an eligibility pool for future career service 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.

Union Membership: The position is represented by PROTEC17: Professional and Technical Employees, Local 17

Class Code: 2814100 Rideshare Services Representative

For more information regarding this recruitment, please contact:

Tracy Bylund
Talent Advisor
206-263-0798
tbylund@kingcounty.gov

Forbes 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.

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.

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:

• Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
• 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: King County employees are eligible to 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
• 12paid holidays each year plus twopersonal 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 Benefits, Payroll, and Retirement Page .

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.