Customer Information Specialist - Senior

Posting number: 2026MT27471

Department: MTD - Metro Transit

Division: Mobility

Job classification: Transit Customer Information Specialist - Senior (J2 : ATU L587-Transit)

Posting type: Open

Categories: Transportation, Transit

Summary

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This recruitment is open to current King County Metro Transit Customer Information Specialists only.

The Senior Transit Customer Information Specialist serves as a peer leader within Metro's Customer Information office, providing leadership, operational support, and exceptional customer service across Customer Information Office and Lost & Found operations.

Working collaboratively with Customer Information leadership, Senior Specialists coach, mentor and train employees, coordinate daily workflow, resolve complex customer issues, oversee Lost & Found activities, and ensure customers receive accurate, timely, and professional service through multiple communication channels.

This position requires strong leadership, sound judgment, operational flexibility, and a commitment to providing equitable, customer-focused service in a fast-paced environment.

Equity & Social Justice
Applying Equity and Social Justice principles is a foundational expectation for all King County employees. Senior Transit Customer Information Specialists are expected to demonstrate inclusive leadership, foster an equitable workplace, and provide respectful, accessible, and culturally responsive service to all customers and coworkers.

Why Join Metro?
Senior Transit Customer Information Specialists play an essential leadership role in helping Metro deliver accurate information, recover lost property, resolve complex customer concerns, and support employees who provide outstanding customer service every day.

This position offers the opportunity to lead by example, mentor colleagues, improve operations, and make a meaningful impact on the customer experience across one of the nation's leading public transportation systems.

Position info: This recruitment will be used to fill two (2) Career Services, Customer Information Specialist vacancies.  In addition, this selection process may be used to generate an eligibility list for future Career Service (CS), Special Duty Assignment (SDA) and Term Limited Temporary (TLT) positions that may occur in this classification and workgroup. The eligibility pool list is valid for up to 12 months from the time of posting for use 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. As a Senior Customer Information Specialist, you will:

Leadership & Team Support

• Serve as a peer leader and operational resource for Customer Information Specialists.
• Coach, mentor, and support employees in delivering exceptional customer service.
• Document and assess training opportunities for action or escalation through the appropriate channels.
• Assist and facilitate onboarding and training new employees.
• Provide real-time guidance during customer interactions and operational issues.
• Coordinate workflow and staffing priorities with Customer Information leadership.
• Support quality assurance, continuous improvement, and operational readiness.
• Facilitate team communication and knowledge sharing.
• Promote a respectful, collaborative, and inclusive work environment.

Customer Information Services

• Provide accurate information regarding Metro services, fares, schedules, trip planning, policies, and service disruptions.
• Resolve complex customer concerns and escalated contacts through telephone, email, chat, written correspondence, and interactions at the Lost and Found walk up window.
• Support customers during service disruptions, emergencies, severe weather, and major regional events.
• Coordinate with Transit Control Center, Operations, Safety & Security, and other Metro divisions to ensure timely and accurate customer communications.

Lost & Found Operations     

• Support and guide Customer Information Specialists who perform daily Lost & Found duties.
• Manage Lost and Found phone line, voicemail and email Inbox daily 
• Provide operational coverage during staffing shortages or oth