Job Details
Salary: $24.46 - $32.91 Hourly
Location : Bremerton
Job Type: Part-Time
Job Number: 202400008
Department: Customer Service
Opening Date: 03/08/2024
Closing Date: Continuous
Summary
Position Summary: We are looking for two part-time Customer Service Specialists to join our team. We are also looking to create an eligibility list for future full-time and part-time openings. The part-time positions have the potential to transition into a full-time position based on evolving organizational needs. Several part-time team members have successfully transitioned into full-time positions. The positions will provide information, by phone and in person, on bus and ferry schedules and connecting county bus and ferry systems, park and ride locations, worker/driver routes, requirements to ride on our ACCESS buses, fare schedules, and non-transit information such as community activities in the county.
You will work primarily at the Customer Service Offices in downtown Bremerton. You will also travel to locations throughout Kitsap County to perform other customer service duties and attend transit fairs.
Essential Duties
Characteristic Duties and Responsibilities are as follows:
Responds to requests for information for transit services and programs; assists customers in identifying transit apps and programs to fit their transportation needs; coordinates transportation for large groups attending special events; coordinates transportation for passengers traveling outside of the County; registers citizens for a variety of transit programs; reviews applications and determines eligibility based on established criteria for special transportation programs; sells and collects money for Regional transit permits & passes on a specialized POS system (ORCA) with camera, card printer and complex processes etc.; manages and reconciles a cash drawer.
Provides trip information on existing routes to passengers; provides passenger information to a scheduler/dispatcher for special paratransit passenger trips; maintains communication with passengers.
Participates in promoting and presenting transportation programs to government and social service agencies, employers and citizens through community outreach; drives vehicle to transport materials and supplies, distributes transit materials to outlets and commuters; identifies new outlets for transit materials; periodically surveys passengers for comments and suggestions.
Responds to customer inquiries; investigates and resolves customer complaints; ensures necessary follow-up; confers with and advises supervisor regarding resolution to problems and complaints.
Participates on internal and external committees.
Collects and maintains a variety of service-related information and data; creates photo IDs, maintains databases and prepares reports; reviews web pages and other materials; maintains inventory and database for lost and found items; searches for lost valuables and arranges their return.
Responds to inquiries and requests for information regarding Regional ORCA phone line calls for balance inquiries, transportation fare payments, disputes and research of technical issues. This position will also assist with special projects and promotional events.
Assists in training new Customer Service Specialists.
Covers reception desk and duties at Harborside when needed.
This position reports to the Customer Service Manager.
Qualifications
QUALIFICATIONS
Kitsap Transit employees who wish to apply must have a satisfactory performance and attendance record. Kitsap Transit Operators with any of the following criteria in the last twelve months are excluded from recruitment opportunities:
- a current Decision-Making Leave or higher in the Safety category
- more than two held customer complaints
- more than four unscheduled absences
- more than two late reports.
Education and Experience: High school diploma/GED and two years of experience providing customer service to the public.
Knowledge, Skills and Abilities: Following are some highlights of the knowledge, skills and abilities required to be successful in this position.
- Customer relations and presentation skills
- Maintaining records and preparing reports
- Composing routine correspondence
- Handling cash, making change and balancing cash receipts
- Providing information and explaining regulations, procedures and guidelines to others
- Communicating effectively orally, in writing and on social media
- Using personal computers and office software including word processing, spreadsheets and database programs in a Windows-based operating environment
- Using public relations techniques in responding to inquiries and complaints
- Working on tasks that arise simultaneously and/or unexpectedly
- Establishing and maintaining effective working relationships with other Kitsap Transit employees and the public
- Proficiency in spoken and written Spanish is desirable
- Proficient in using Zendesk (or current CRM) for customer-service function upon receiving training
Supplemental InformationSalary Range: The range for this position is $24.46 - $32.91 per hour, commensurate with experience. With rare exception, initial appointments are usually made at Step 1 ($24.46). Employees typically progress from Step 1 to Step 2 at six-months from their hire date and annually thereafter with satisfactory job performance. Step increases are based on a seven-step progression in each pay range with each step being approximately 5% higher than the previous step. Kitsap Transit additionally pays longevity pay at 15 years, 20 years and 25 years.
Benefits: You will receive a generous full-time benefits package including subsidized medical insurance and fully paid dental insurance for employee and dependents, as well as disability insurance and life insurance. This position participates in the Washington State Public Employees' Retirement Plan with the option of participating in a state administered deferred compensation plan. Employees receive a generous general leave accrual and 11 holidays pro-rated based on the number of hours worked per pay period up to a maximum of 80 hours per pay period. Kitsap Transit also provides employees and certain dependents with a free transportation pass on Kitsap Transit.
Hours of Work: Part time employees work approximately 20 to 25 hours per week, with an opportunity to work up to 40 hours per week as needed. The work schedule and hours will vary week to week based on operational needs. You will receive your work schedule two and half weeks in advance so you can plan accordingly. You must be willing to work a flexible schedule, including weekend, evening, and holiday hours. Shift assignments will rotate, and you must be able and willing to work varying schedules during all hours of Customer Service Office operation. The Customer Service Office operates from 5:50 a.m. to 7:15 p.m. Monday - Friday and on Saturdays and Sundays from 7:45 a.m. - 4:15 pm. Please note these hours of operation may change as agency and/or department needs change.
Working Conditions/Physical Requirements: Positions in this class typically require: dexterity of hands and fingers to operate a computer keyboard and other equipment, talking, hearing, seeing and repetitive motions.
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. Shifts may start as early as 5:50 AM or may end as late as 7:15 PM. Shifts may also be scheduled on holidays and weekends.
You will be sitting at a desk or a computer terminal in an office environment where there is limited space. You will travel occasionally around the county providing information at transit fairs.
Your work will also involve contact with the public in a public environment, which includes exposure to the risks and hazards of such settings. The temperature and background noise levels may also vary considerably, depending on the location.
Selection Process: After evaluating the completed applications, we will invite the most qualified applicants to test for the position. The top scorers will be invited to interview for the position. We will not make any hiring decisions until all steps in the selection process are completed, including reference and background checks.
Kitsap Transit does not pay any relocation costs.
To Apply: If you decide to apply for this position, please visit our employment link at Please contact Marianne Rajan in the Human Resources Department at (360) ###-#### if you have any questions.
Closing Date: This posting is open until filled. You may include a resume; however, it may not be used in lieu of a completed application.
- Selective certification may be used to achieve affirmative action goals. You can find Kitsap Transit's EEO Policy at Please contact Marianne Rajan, Human Resources Manager at (360) ###-#### if you have any questions.
- Kitsap Transit is committed to providing access and reasonable accommodation in its services, programs, activities, and employment for individuals with disabilities. To request disability accommodation in the hiring process, contact at least ten days in advance or 360-###-#### (TDD).
- If you qualify for the Veterans Scoring Criteria under RCW 41.04.005 and 41.04.010, you must answer all questions regarding Veterans Scoring Criteria Status Declaration in the application and upload a copy of the substantiating document as listed in the application.
- Kitsap Transit is subject to the requirements of the Federal Drug-Free Workplace Act and CFR Part 40 & Part 655, which prohibits the use of marijuana at any time while employed by Kitsap Transit.
KITSAP TRANSIT IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
Generous benefits package including: Medical, Dental and Vision for employee and dependents, short-term disability and life insurance. Kitsap Transit also participates in the WA State Public Employees' Retirement Plan (PERS) and a generous general leave accrual and 11 holidays.
Visit our Benefits page at
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Are you or will you be at least 18 years of age at the time of hire?
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Do you have the legal right to work in the U.S.?Note: All employment offers are contingent upon proof of eligibility to work in the U.S.
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Do you have a High School diploma or GED?
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Educational Institution:
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Do you have at least two years of experience providing customer service to the public?
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If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
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Do you have at least two years of experience in cashiering?
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If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
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Do you have at least two years of experience in balancing cash drawers?
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If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
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Do you have at least two years of experience in making change in a current or previous job?
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If you answered yes, please list the employer, dates of employment and your job title where you gained this experience.
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Employees in this position work shifts that are assigned on a rotating basis. Sometimes you may be asked to work outside an assigned shift. Are you willing and able to work a shift:a. that may at times be outside the regular hours of operation?
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b. that may start as early as 5:50 AM or end as late as 7:15 PM?
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c. on holidays and weekends?
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The Customer Service Specialist works indoors, as well as outdoors in all weather conditions for extended periods of time. Are you willing and able to do this?
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Occasionally, the Specialists carry supplies and materials weighing from 20 lbs. up to 50 lbs. Are you able to lift, with proper body mechanics, up to 50 lbs., with or without assistance and/or equipment?
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Kitsap Transit has various non-revenue vehicles that are available to all staff for agency business. In order to limit liability, we are required to utilize a service to monitor employee driving record activity. Do you agree to have your driving records monitored during your employment with Kitsap Transit?
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Regarding Procurement of Information for Employment PurposesImportant: Please read carefully before signingA consumer report and/or investigator consumer report - which may include information concerning your character, employment history, general reputation, personal characteristics, police record, education, qualifications, motor vehicle record, mode of living and/or credit and indebtedness - may be obtained for employment purposes in connection with your application for and/or continued employment with Kitsap Transit.Under federal Fair Credit Reporting Act, the term "employment purposes" when used in connection with a consumer report means "a report used for the purpose of evaluating a consumer for employment, promotion, reassignment or retention as an employee." 15 U.S.C. 1681a(f).Before any adverse action is taken, based in whole or in part on the information contained in the consumer report and/or investigative consumer report, you will be provided a copy of the report, the name, address and telephone number of the reporting agency, and a summary of your rights under the Fair Credit Reporting Act.I authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes. This authorization shall remain in effect over the course of my employment. I agree that a copy of this authorization has the same effect as the original.
- I agree to authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes.
- I do not agree to authorize Kitsap Transit to obtain a consumer report and/or investigative consumer report to be used for employment purposes.
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The information provided in your application must support your selected answers in the supplemental questions. The information you provide will be verified and documentation may be required. Please be as honest and accurate as possible. You may be asked to demonstrate your knowledge and skills in a work sample or during an interview. By completing this supplemental questionnaire you are attesting that the information you have provided is accurate. Any misstatements, omissions, or falsification of information may eliminate you from consideration or result in dismissal.
- Yes, I understand and agree
- No, I do not agree
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Information and InstructionsDuring the initial selection process for this position, we will review your application and evaluate your experience based on the responses you provide in this supplemental questionnaire. We will also use your answers to evaluate your ability to express yourself in a clear and concise manner. At the end of this process, we will contact those candidates whose experience most closely matches the requirements for this position.Failure to follow the instructions for the supplemental questionnaire may result in the disqualification of your application.Your response should contain enough detail to reflect both the breadth and depth of your experience. Be sure to include in your response any information that you feel is important in our evaluation of your candidacy. At a minimum, please include the specific information we ask for in each question. PLEASE ENSURE THAT THE EMPLOYER INFORMATION YOU LIST IN THIS SECTION IS ALSO REFLECTED IN THE EMPLOYMENT HISTORY SECTION OF YOUR APPLICATION.Reference to your resume in lieu of completing any portion of the application or the supplemental questionnaire is not acceptable.Please limit your responses to no more than one page per question. Please ensure that each page of your response to the Supplemental Questionnaire has the following information included in the header, LASTNAME SQ. For each item, include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately.
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1. a) What were some typical customer complaints you handled in the position you had the most customer service experience? Please include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately.
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b) What percent of these complaints did you handle in person and what percent did you handle over the phone?
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c) How many complaints did you handle in a typical week?
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2. Describe your work experience maintaining logs and reports you created based on data compiled. Please include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately.
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3. Describe in detail your experience with different aspects of cashiering. Please include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately.a) Include the level of responsibility and any experience you have handling, balancing and accounting for money.b) Include the amount of cash you handled daily.
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Describe your experience with Point Of Sale programs that you may have used in prior customer service positions. Please include the name of the specific program, the length of time you worked with the program and what you did when you encountered problems with the program. Please include the name of your employer, your job title and dates in which you did this work. If you have experience in one area with several employers, please list your experience with each employer separately.
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Are you proficient in spoken and written Spanish?
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I authorize release to the Kitsap Transit Human Resources Department or its designees of any and all information concerning me, my work record, my professional reputation, criminal records, education, and recommendations. I understand that information of a confidential or privileged nature may be included. The information will be used to assist the Human Resources Department in determining my qualifications and fitness for the position I am seeking with Kitsap Transit.I understand my rights under Title 5, United States Code, Section 552a, the Privacy Act of 1974, and waive those rights with the understanding that information furnished will be used by the Human Resources Department in conjunction with employment procedures.I hereby agree to release you, your organization, and others from any liability or damage, which may result from furnishing the information requested.
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All statements submitted in response to these questions set forth above are subject to investigation and verification prior to appointment. Kitsap Transit may verify any conviction record or offenses against persons, adjudications of child abuse in civil actions, and disciplinary board final decisions.We may verify your record of criminal convictions for offenses against persons, civil adjudications of child abuse, and disciplinary board final decisions.YOUR EMPLOYMENT IS EXPRESSLY CONDITIONED ON OUR RECEIPT OF A SATISFACTORY REPORT.I, the undersigned, have received a copy of this disclosure statement and do hereby certify, under penalty of perjury, that my responses to the questions set forth above are true, correct and complete.I understand and agree that if I am hired, I can be discharged for any misrepresentation or omission to the above questions. Further, I understand and agree that if I am hired, my employment is specifically conditioned on Kitsap Transit's receipt of a satisfactory report.
Required Question