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Lead Customer Service Representative

#17-1105

DEPARTMENT: Lost & Found, Employment Services

REPORTS TO: Operations Manager, Lost & Found

DESCRIPTION:               

The Customer Service Representative Staff Lead provides professional customer service in assisting users of the airport to locate items lost while visiting Sea-Tac Airport terminal and to act as a guardian and protector of lost property while working to return the lost item.  The CSR Staff Lead assumes lead decision-making responsibility in the absence of the department operations manager; assumes office responsibilities and works independently during normal weekend/holiday operating hours.

This position has a social justice component that requires critical thinking through the lens of racism and intersections with poverty. Knowing the core principals of antiracism and grounding those principles in everyday work are required job skills and core values. As an equal opportunity employer, we highly encourage people of color to apply.

LOCATION: Sea-Tac International Airport

RESPONSIBILITIES:

  • Perform office opening and close-up procedures when necessary
  • Retrieve articles from the after-business hours locker and catalogue them following departmental procedures
  • Answer telephone and window queries as to lost property of customers
  • Assist customers in completing Lost Property Reports (LPR’s)
  • Assist and train all new staff with proper Lost & Found procedures and use of database
  • Prepare Control Property Forms (PCFs) by classifying, logging, tagging, and sorting found items using computer and property room procedures
  • Prepare weekly/monthly staff schedule
  • Secure valuables/monies in office safe
  • Prepare weekly/monthly deposits
  • Prepare correspondence as required
  • Process Lost & Found email
  • Process FedEx Invoices
  • Employ aggressive research techniques to locate a property owner
  • Prepare property for shipment via express mail or other means
  • Maintain Lost & Found records
  • Monitor office supply use and ensure supplies are not exhausted. Order office supplies as needed.
  • Assist in monthly donation process
  • Routinely counsel tenants as to POS Lost & Found procedures
  • Advise supervisor with recommendations for departmental procedural changes
  • Acts as site supervisor in the absence of program manager.
  • Incorporate the YWCA’s Social Justice Initiative by understanding how racism, sexism, classism and other oppressions intersect and are embedded in institutions.
  • Continue search for understanding of racial, gender and class equity.
  • Adhere to all Volunteer Services protocol relative to volunteer usage, recognition and monitoring.
  • Assure that clients, staff, volunteers and community partners are treated with respect and dignity regardless of race, ethnic background, gender or socioeconomic background.
  • Other duties as assigned by supervisor

QUALIFICATIONS:

  • At least one year of supervisory/lead experience preferred. Demonstrated ability to lead a successful team by maintaining open communication with staff to keep morale high, encourage productivity, uphold accountability, and enhance service delivery through sustained performance and motivation.
  • Prior experience with proper handling of cash and valuables preferred
  • 6 months work experience in Lost & Found with demonstrated working knowledge of proper inventory room procedures and security procedures for money, valuable items, & the office in general preferred
  • Must be proficient in the use of the Lost & Found database (Access) with the ability to assist others in its use
  • Ability to work independently, triage priorities, and delegate tasks
  • Must have the ability to get along with and communicate with other staff members
  • Must have excellent customer service skills, which include having a positive and helpful attitude and have the ability to community clearly with diverse populations
  • Must be a self-starter, willing to work both independently and closely with co-workers, and as a member of a team
  • Must possess the ability to multi-task, problem solve, and be able to handle situations with tact and diplomacy
  • Ability to take leadership role in accomplishing departmental projects
  • Experience working with communities of color and people from different cultures than your own.
  • Demonstrated understanding of the intersection of racism and poverty

PHYSICAL DEMANDS OF THIS POSITION: The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  In performing this position, the employee:

  • Continuously uses hands and wrists, fingering, handling, grasping, and reaching in using telephones, computers, fax machines and other office equipment and supplies
  • Frequently uses speech, hearing, and sight abilities in exchanging information with clients, agency staff, employers, representatives of community organizations and other individuals in the community
  • Frequently sits for extended periods while performing desktop activities                    
  • Frequently stands, walks, and climbs in performing duties in the office and in traveling to off-site meetings
  • Frequently involves local travel to multiple locations for off-site meetings

*Continuously = Over 80% of the time * Frequently = 20-80% * Occasionally = Under 20%

HOURS, RATE & BENEFITS:

  • Full-time, 40 hours per week. Some flexibility in scheduling required.
  • May be occasionally required to work weekends or holidays.
  • Hourly rate $15.38-16.50 DOE. Non-exempt
  • Excellent benefit package including medical insurance, retirement plans, plus generous vacation, holiday and sick leave plans
  • At the time of hire, employees may choose to voluntarily enroll in the Fidelity 403b Plan. Typically after two years of employment, employees are eligible to participate in the YWCA Retirement Fund.

 

TO APPLY: Please submit your resume and cover letter to vhernandez@ywcaworks.org. Please include where you found this posting in your application (HR purposes only).

CLOSING DATE:  Open until filled.

YWCA of Seattle | King| Snohomish is an Equal Opportunity Employer