King County
This position is open to all King County Employees and the general public.
Transit Pass Sales Representatives (PSRs) provide a critical touchpoint for community members in King County who need assistance using the regional transit system. PSRs provide compassionate in‑person customer service that includes selling ORCA cards & products, providing transportation solutions to the public, and ensuring that customers have the information they need to successfully navigate the regional transit system. These in‑person interactions may occur in the Pass Sales Office in King Street Center or at outreach events throughout the region.
In addition to working with customers in‑person, PSRs fulfill orders received online and by mail, perform administrative order support, print and distribute ORCA cards to the region, and provide excellent customer service by phone and email.
Multiple computer programs—including Microsoft Office and proprietary ORCA software—are used to process orders, interact with customers, and communicate throughout the agency. Successful adoption and navigation of these systems is critical to performing daily tasks.
This recruitment will be used to fill one Career Service position. In addition, this selection process may generate an eligibility pool for future Career Service, Term Limited Temporary, and Special Duty Assignment 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.
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 to all aspects of the work.
Responsibilities
Work compassionately with customers to ensure they get what they need to navigate the regional transit system, including providing information and answering questions regarding ORCA and the regional transit system.
Collaborate with team members to solve problems and improve processes.
Engage customers and positively represent ORCA at outreach events.
Use multiple software programs to sell and issue ORCA cards and transit products.
Navigate travel and transportation of equipment to outreach locations, including driving county vehicles.
Provide complete customer service to all customers. Interactions may be in person, by phone, or in writing.
Maintain empathy and tactfulness while dealing with customers experiencing difficult circumstances.
Report technical issues found within the ORCA system.
Perform sales, accepting a variety of payment types.
Accurately report daily cash and sales transactions.
Maintain an accurate inventory of supplies and sales.
Reconcile inventory and cash drawer.
Maintain confidential records and information.
Adapt to technological changes and new programs and functionality that come online.
Participate in team meetings and activities.
Perform other tasks as assigned.
Minimum Qualifications
At least two years of experience providing excellent customer service in a fast‑paced production‑oriented work environment, while using multiple computer systems concurrently.
Strong analytical, numerical, and problem‑solving skills.
Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional, and socio‑economic backgrounds.
Demonstrated technical skills, including proficiency in MS Office and the ability to learn new systems.
Proven ability to work with a high degree of accuracy, including accurate cash handling and data entry.
Experience working with a diverse group of individuals—including elderly, disabled, and unhoused persons—in a tactful, empathetic, and sensitive manner.
Demonstrated experience being a dependable and reliable team member, the ability to work well with others and to support a team’s success.
Excellent oral and written communication skills and the ability to read, learn, comprehend, and clearly explain policies, procedures, and information found on fare media, timetables, and schedules.
Ability to demonstrate reliable and punctual attendance.
Ability to receive instructions/feedback and coaching/counseling.
Desired Qualifications
Familiarity with ORCA products.
Experience with Salesforce CRM.
Fluency in one of King County's most frequently used languages other than English—Spanish, Vietnamese, Chinese, Korean, Russian, Somali, Ukrainian, Amharic, or Punjabi (Tier 1 or Tier 2 languages).
Physical Requirements
Pass Sales Representatives are required to push mobile workstations up to 60 lbs (which includes computer, card printer, receipt printer, cash drawer, credit‑card reader, and ORCA card reader), set up a mobile tent, chairs, and tables, and lift objects weighing up to 30 lbs in an elevated position.
Driving Requirement
Pass Sales Representatives must have the ability to travel to outreach locations in county vehicles. A Washington State Driver’s License and the ability to be added to King County’s insurance is required.
Location This position works onsite at King Street Center, 201 S. Jackson St., Seattle, WA (Pioneer Square). Any travel to outreach locations would start from the primary work location.
Work Schedule This position is non‑exempt from the provisions of the Fair Labor Standards Act and is overtime eligible. PSR shifts are in‑person Monday through Friday, 8:00 AM to 5:00 PM except major holidays. Limited weekend and after‑hours may be required around outreach activities.
About King County Metro Transit King County Metro Transit is a regional and national leader in getting people to work quickly, reducing commuter stress, addressing climate change, and improving urban air quality through sustainable transportation strategies, and by providing comfortable, effective, and equitable regional mobility services for commuters, residents, and visitors of King County, Washington.
Competitive Benefits King County provides employees with a free transportation pass (good on most transit systems throughout the Puget Sound region) and access to the building gym, with lockers, showers, and bike room. We offer a benefits package that includes very competitive medical, dental, and vision benefits for the whole family and domestic partner, generous vacation, sick leave, executive leave plans, and participation in the State’s Public Employees Retirement Plan (if applicable) and a 457 deferred‑compensation plan.
Union Representation This job is represented by the Amalgamated Transit Union, Local 587.
Class Code 4320300
EEO Statement 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.
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Transit Pass Sales Representatives (PSRs) provide a critical touchpoint for community members in King County who need assistance using the regional transit system. PSRs provide compassionate in‑person customer service that includes selling ORCA cards & products, providing transportation solutions to the public, and ensuring that customers have the information they need to successfully navigate the regional transit system. These in‑person interactions may occur in the Pass Sales Office in King Street Center or at outreach events throughout the region.
In addition to working with customers in‑person, PSRs fulfill orders received online and by mail, perform administrative order support, print and distribute ORCA cards to the region, and provide excellent customer service by phone and email.
Multiple computer programs—including Microsoft Office and proprietary ORCA software—are used to process orders, interact with customers, and communicate throughout the agency. Successful adoption and navigation of these systems is critical to performing daily tasks.
This recruitment will be used to fill one Career Service position. In addition, this selection process may generate an eligibility pool for future Career Service, Term Limited Temporary, and Special Duty Assignment 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.
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 to all aspects of the work.
Responsibilities
Work compassionately with customers to ensure they get what they need to navigate the regional transit system, including providing information and answering questions regarding ORCA and the regional transit system.
Collaborate with team members to solve problems and improve processes.
Engage customers and positively represent ORCA at outreach events.
Use multiple software programs to sell and issue ORCA cards and transit products.
Navigate travel and transportation of equipment to outreach locations, including driving county vehicles.
Provide complete customer service to all customers. Interactions may be in person, by phone, or in writing.
Maintain empathy and tactfulness while dealing with customers experiencing difficult circumstances.
Report technical issues found within the ORCA system.
Perform sales, accepting a variety of payment types.
Accurately report daily cash and sales transactions.
Maintain an accurate inventory of supplies and sales.
Reconcile inventory and cash drawer.
Maintain confidential records and information.
Adapt to technological changes and new programs and functionality that come online.
Participate in team meetings and activities.
Perform other tasks as assigned.
Minimum Qualifications
At least two years of experience providing excellent customer service in a fast‑paced production‑oriented work environment, while using multiple computer systems concurrently.
Strong analytical, numerical, and problem‑solving skills.
Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional, and socio‑economic backgrounds.
Demonstrated technical skills, including proficiency in MS Office and the ability to learn new systems.
Proven ability to work with a high degree of accuracy, including accurate cash handling and data entry.
Experience working with a diverse group of individuals—including elderly, disabled, and unhoused persons—in a tactful, empathetic, and sensitive manner.
Demonstrated experience being a dependable and reliable team member, the ability to work well with others and to support a team’s success.
Excellent oral and written communication skills and the ability to read, learn, comprehend, and clearly explain policies, procedures, and information found on fare media, timetables, and schedules.
Ability to demonstrate reliable and punctual attendance.
Ability to receive instructions/feedback and coaching/counseling.
Desired Qualifications
Familiarity with ORCA products.
Experience with Salesforce CRM.
Fluency in one of King County's most frequently used languages other than English—Spanish, Vietnamese, Chinese, Korean, Russian, Somali, Ukrainian, Amharic, or Punjabi (Tier 1 or Tier 2 languages).
Physical Requirements
Pass Sales Representatives are required to push mobile workstations up to 60 lbs (which includes computer, card printer, receipt printer, cash drawer, credit‑card reader, and ORCA card reader), set up a mobile tent, chairs, and tables, and lift objects weighing up to 30 lbs in an elevated position.
Driving Requirement
Pass Sales Representatives must have the ability to travel to outreach locations in county vehicles. A Washington State Driver’s License and the ability to be added to King County’s insurance is required.
Location This position works onsite at King Street Center, 201 S. Jackson St., Seattle, WA (Pioneer Square). Any travel to outreach locations would start from the primary work location.
Work Schedule This position is non‑exempt from the provisions of the Fair Labor Standards Act and is overtime eligible. PSR shifts are in‑person Monday through Friday, 8:00 AM to 5:00 PM except major holidays. Limited weekend and after‑hours may be required around outreach activities.
About King County Metro Transit King County Metro Transit is a regional and national leader in getting people to work quickly, reducing commuter stress, addressing climate change, and improving urban air quality through sustainable transportation strategies, and by providing comfortable, effective, and equitable regional mobility services for commuters, residents, and visitors of King County, Washington.
Competitive Benefits King County provides employees with a free transportation pass (good on most transit systems throughout the Puget Sound region) and access to the building gym, with lockers, showers, and bike room. We offer a benefits package that includes very competitive medical, dental, and vision benefits for the whole family and domestic partner, generous vacation, sick leave, executive leave plans, and participation in the State’s Public Employees Retirement Plan (if applicable) and a 457 deferred‑compensation plan.
Union Representation This job is represented by the Amalgamated Transit Union, Local 587.
Class Code 4320300
EEO Statement 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.
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