Harbor Customer Service Specialist – Shilshole Bay Marina

About the position 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.

Responsibilities

• Oversee all customer service needs that help terminal business grow while maintaining relationships with current moorage tenants, prospective customers, vendors, and guests.
• Communicate with staff and customers to fulfill business needs and represent the Port as the front line and first person a customer meets.
• Use multi-phone lines, answer questions, transfer calls, and report issues.
• Provide excellent customer service and respond to emails, voicemails, and applications within 24 hours or the following business day.
• Process payments by cash, checks, and credit cards for guest moorage, monthly moorage, fees, and rentals.
• Perform data entry in the marina software application ensuring accuracy and timeliness.
• 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.
• 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.
• Contact customers whose insurance is expired and follow up as needed, ensuring compliance with insurance requirements or assisting with the termination process.
• Create procedures using Continuous Process Improvement methodologies.
• Collect data and feedback to create and help improve processes.
• Meet weekly with staff and management on project updates.
• Present information, drafts, and results that may affect tariff changes for the marina.
• Explain rules and regulations using handbooks and informational guides, and provide links to information on marina offerings.

Requirements

• Two (2) years of administrative or front desk experience providing customer service.
• Apply equity and exemplify shared values, behaviors, and practices in all aspects of the work.
• 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.
• Ability to anticipate and take personal responsibility for customer satisfaction.
• 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.
• Effectively communicate with peers and customers and use active listening skills.
• Strong writing and verbal skills.
• Knowledge of communication techniques with diverse groups of people and a basic understanding of cultural differences.
• Working knowledge of cash handling and a well-developed understanding of revenue collections and standard accounting principle.
• Knowledge of business and management principles and prioritizing and delegating work.
• Effective statistical data collection and reporting skills.
• Knowledge of general office practices with proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
• Ability to learn new technologies, processes, and operations quickly.
• Ability to quickly recognize and analyze customer situations and exercise good judgment.
• Comply with all work rules, safety, and Personal Protective Equipment (PPE) requirements.

Benefits

• Medical, Dental, and Vision Care
• Paid Vacation (approx. four weeks per year, increasing with tenure)
• Paid Sick Leave (at least one hour per 40 hours worked)
• Holidays (more than ten days per year)
• Pension and additional savings plans
• Subsidized parking
• Low-cost public transit card
• Alternative work arrangements (hybrid)
• Six weeks of paid parental leave
• Tuition reimbursement
• Training
• Stretch assignments
• Internal internships

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