Harbor Customer Service Specialist – Shilshole Bay Marina at Port of Seattle

Seattle, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

0.0

Posted On

22 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Cash Handling, Data Entry, Revenue Collection, Microsoft Office, Active Listening, Process Improvement, Administrative Support, Communication, Reporting, Conflict Resolution, Time Management

Industry

Government Administration

Description

As a Harbor Customer Service Specialist, you will oversee all customer service needs that help terminal business grow while maintaining relationships with current moorage tenants, prospective customers, vendors, and guests. You will communicate with staff and customers to fulfill business needs and represent the Port as the front line and first person a customer meets. You will use multi-phone lines, answer questions, transfer calls, and report issues. You will provide excellent customer service and respond to emails, voicemails, and applications within 24 hours or the following business day. You will process payments by cash, checks, and credit cards for guest moorage, monthly moorage, fees, and rentals. You will perform data entry in the marina software application ensuring accuracy and timeliness. You will input moorage applications, sublease applications, hold harmless forms, reservations, parking permits, reconciliation reports, terminations, change requests, required practices and addendum forms, compliance documents for insurance and registration, new customers onboarding, and process payments. You will track vessel insurance and vessel registration for approximately 1,400 vessels and generate and process weekly reports from the Port of Seattle (POS) SQL Server Reporting Services (SSRS) server, ensuring accuracy. You will contact customers whose insurance is expired and follow up as needed, ensuring compliance with insurance requirements or assisting with the termination process. You will create procedures using Continuous Process Improvement methodologies. You will also collect data and feedback to create and help improve processes. You will meet weekly with staff and management on project updates. You will also present information, drafts, and results that may affect tariff changes for the marina. You will explain rules and regulations using handbooks and informational guides, and provide links to information on marina offerings. Experienced – You have two (2) years of administrative or front desk experience providing customer service. Committed to Equity – You will apply equity and exemplify shared values, behaviors, and practices in all aspects of the work. At the Port of Seattle, equity is a daily responsibility and a foundational expectation for all Port employees. Customer Service Focused – You have advanced knowledge of customer service in a high-volume and fast-paced office operation, including providing customer service over the phone, online, and in-person. You can anticipate and take personal responsibility for customer satisfaction. You consistently go out of the way to listen, understand, and support the needs of others in a sensitive manner and remain calm in stressful situations. Efficient Communicator – You effectively communicate with peers and customers and use active listening skills. You demonstrate strong writing and verbal skills. You also have knowledge of communication techniques with diverse groups of people and a basic understanding of cultural differences. Expertise – You have working knowledge of cash handling and a well-developed understanding of revenue collections and standard accounting principle. You have knowledge of business and management principles and prioritizing and delegating work. You possess effective statistical data collection and reporting skills. You also have knowledge of general office practices with proficiency with Microsoft Outlook, Word, Excel, and PowerPoint. Agile & Analytical – You can learn new technologies, processes, and operations quickly. You can also quickly recognize and analyze customer situations and exercise good judgement.

Responsibilities

Oversee customer service needs for marina tenants and guests while managing moorage applications and payment processing. Track vessel insurance and registration compliance and utilize continuous process improvement to enhance operational efficiency.