Transit Pass Sales Representative

King County; Seattle (WA); On-site; USD 42,000 - 60,000; Full time

Job summary

King County Transit is seeking Transit Pass Sales Representatives to assist customers with ORCA cards and transit products in person, by phone, and by email. You will process orders, print and distribute ORCA cards, and support outreach events across the region.

Role requires handling cash, using multiple software programs, and driving to outreach sites. Strong communication, reliability, and empathy for diverse communities are essential.

Qualifications

• Minimum two years of customer service experience in a fast-paced setting.
• Strong numerical and analytical skills with attention to detail.
• Excellent verbal and written communication across diverse groups.
• Proven accuracy in cash handling and data entry.
• Experience serving a diverse community including elderly, disabled, and unhoused individuals.

Responsibilities

• Assist customers in-person with ORCA cards and transit products.
• Process orders received online and by mail; print and distribute ORCA cards.
• Sell and issue ORCA cards; accept diverse payment types.
• Use multiple software programs to support sales and communication.
• Drive county vehicle to outreach locations and set up mobile stations.
• Maintain inventory, reconcile cash drawer, and report issues.

Skills

Customer service

Multitasking

Communication

Cash handling

Teamwork

Technical literacy

Tools

Salesforce CRM

ORCA software

Job description

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.

Position Information:

This recruitment will be used to fill one (1) Career Service and two (2) SDA/TLT Transit Pass Sales Representatives (PSRs) classification vacancy. SDA/TLT is expected to last till 12/31/2027, with the possibility of extension. In addition, this selection process may be used to generate an eligibility pool for future Special Duty Assignment (SDA), Term Limited Temporary (TLT), and Career Service (CS) vacancies that may occur in this classification within this workgroup. The eligibility list will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority. Applying our ACTIVATE values: being Accountable, Collaborative, Timely, and Impactful; how we Value Employees; staying Accessible; building what's Trusted; and acting Equitably, is a daily responsibility and a foundational expectation for all King County employees. As a Transit Pass Sales Representaitve you will:

• Work compassionately with customers to ensure they get what they need to navigate the regional transit system. This includes providing information and answering questions regarding ORCA and 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 vehicle
• 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 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 product
• 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, and Punjabi - referred to as Tier 1 or Tier 2 languages in the County's Executive Order on Translation

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 pounds 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

Required Application Materials

• A completed Job Application (go back at least 10 years if you have l0 years of employment (more to include all relevant). Resumes are not accepted in lieu of a completed job application.
• Resume
• Complete the supplemental questions
• A cover letter that addresses why you are interested in this role and how your experience, skills and/or education have prepared you for this position.

Selection Process

Applications that do not include all of the required materials listed above will not be considered. Only the materials explicitly requested will be reviewed—additional documents or information will not be evaluated. Application materials will be screened for completeness and competitiveness. The most competitive candidates may be invited to participate in one or more interviews and possibly other selection process elements. Final offers are contingent on successful completion of reference checks and/or a record review.

Who may apply

We are accepting applications from all qualified individuals including current King County employees and the public. Internal employees applying for the SDA must have completed their probationary period in their current Career Service position.

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.

Work 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.

Union Representation/Job Code/Grade

ATU Local 587/432410/160

Safety Responsibilities for an Employee

• Responsible for understanding Metro Transit Safety Policy and their role in safety.
• Report all safety concerns.
• Follow safety practices and procedures as necessary to maintain a safe work environment and in conformance with applicable regulations, policies, and training.
• Report safety and security concerns and ideas to supervisors or anonymously through data collection system.

King County's Vision, Mission, and ACTIVATE Values unite us. King County serves residents with a relentless sense of urgency, delivering on commitments with transparency and accountability. We are action-oriented, creative problem solvers who collaborate across roles, engage directly with communities, and challenge the status quo to achieve meaningful impact. As a unified team, we uphold high ethical and stewardship standards, embrace change, stay curious, and continuously improve. Across all interactions, we listen first, act quickly, and stay aligned as a team to earn and sustain public trust. Learn more about our Vision, Mission, and ACTIVATE Values here and visit our Why work at King County page here.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on sex, race, color, national origin, ethnicity, religious affiliation, disability, sexual orientation, gender identity or expression, age except by minimum age and retirement provisions, pregnancy, status as a family caregiver, parental status, marital status, military status or status as a veteran who was honorably discharged or who was discharged solely as a result of the person's sexual orientation or gender identity or expression, citizenship or immigration status, genetic information, or other protected class. However, to the extent that distinction or differential treatment on the basis of citizenship or immigration status is authorized by either federal or state law, regulation, or government contract, it is not an unfair practice. 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.