Fare Media Sales Customer Services Coordinator (SDA/TLT)

Posting number: 2026TB27665

Department: MTD - Metro Transit

Division: Mobility

Job classification: Customer Services Coordinator (C4 : PROTEC17-P&T-MTD)

Posting type: Open & Promotional

Categories: Transportation, Transit

Summary

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

The Fare Media Sales Customer Service Coordinators support ORCA LIFT and subsidized annual pass programs. Coordinators enroll customers in ORCA LIFT and manage customers' ORCA LIFT cards by fare media and assist with card replacements, enrollment, and renewal of ORCA LIFT cards. The subsidized annual pass program launched in late 2020. Eligible customers receive an annual transit pass, good for unlimited rides on: Metro; Sound Transit; Community Transit; and Everett Transit services. 

Customer Service Coordinators manage ORCA card processes, resolve issues and complaints via phone, Teams chats, and email, explain program procedures and requirements, and assist partner human service agencies and customers with applications and services. Coordinators help train partner agencies, internally and externally, and attend Neighborhood Popup (NPU) and outreach events as needed. Coordinators also manage card inventory by purchasing new cardstock, applying card labels, loading fare media products, and prepping cards for distribution to partner agencies. Successful candidates will actively participate in team meetings and contribute to ongoing program improvements. Metro developed the subsidized annual pass in consultation with customers, stakeholders, human service agencies, and decision-makers to make transit more accessible for populations where affordability is a barrier. 

Please note regarding the location: The primary location of this position is King Street Center - 201 S Jackson St, Seattle. Successful applicants will have a Monday-Friday hybrid schedule, working in office at King Street Center for 3 days per week and telecommuting the remaining days. Hybrid schedules vary by work group and are subject to change based on business needs. When working in the office, the Customer Service Coordinators for Reduced Fares will also be providing direct, in-person customer support from the Pass Sales Office at King Street Center. This position will primarily work in office until the probation period is completed.

This recruitment will be used to fill 1 Special Duty Assignment/Term Limited Temporary position expected to last through December 2027. In addition, this selection process may be used to generate an eligibility pool for future Career Service, Special Duty Assignment, and Term Limited 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.

Examples of 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. You will also:

• Investigate and respond in writing and verbally to phone, email, in-person, and Teams chat customer complaints, inquiries, and questions.
• Produce reports for internal and/or external distribution.
• Act as representative and/or advocate for the agency at various internal and/or external levels.
• Coordinate and/or implement database processes to track potential customers and distribution. Maintain and generate system databases, records and equipment inventories.
• Implement business practices to monitor customer base and enhance outreach efforts.
• Coordinate and conduct public outreach functions. Develop and deliver presentations and/or orientations to internal and external customer audiences, which may include representatives from other jurisdictions.
• Analyze, Create and Recommend operational policies.
• Organize the distribution of fare media and provide documentation to revenue-processing staff and internal and/or external customers.
• Update and distribute informational media.
• Implement and evaluate programs, policies, proposals, procedures, and plans.
• Support internal and external training on program processes, procedures, and enrollments.
• Perform other duties as assigned.

Fare Media Sales Specific Job Duties to include: 

• Manage ORCA card inventory via 2 Business Choice accounts: Work within several online databases: Customer Relationship Managemen