Salary: $85,579.00 - $106,877.00 Annually
Location : Wenatchee, WA
Job Type: Full Time
Job Number: 2025-0010
Department: Planning
Opening Date: 07/17/2025
Closing Date: Continuous
DescriptionOpen until filled-first review August 4, 2025.POSITION SUMMARYUnder the direction of the Planning Manager, this position plans, organizes, coordinates and supervises the day-to-day operations, services and activities of Guest Services at Columbia Station; develops a customer experience program, evaluates procedures and processes, and improves as needed; Coordinates reported complaints and comments from guests and general public; prepares reports and responses; and trains, supervises and provides work direction and assistance to assigned personnel; also performs duties assigned to Guest Services Representatives as needed.
INTERNAL CANDIDATES: Employees who have been in their current position for at least one year may apply for this position.
Link is an EOE and has a Drug/Tobacco/Marijuana Free workplace policy.
For more information on Link's EEO policy, go to
Examples of Duties ESSENTIAL JOB FUNCTIONSPlan, organize, coordinate and supervise the day-to-day operations, services and activities of Guest Services; ensure services are provided in accordance with established standards of quality and timeliness and in conformance to legal requirements.
Lead an interdepartmental customer experience team to advance a guest first approach to service delay. Develop methods to enable Link to understand guest needs, reduce effort and friction, create emotionally positive interactions and supplement operational metrics (what happened) with experience metrics (how customers feel).
Assure adequate staff coverage and appropriate service to guests; train, supervise, evaluate and provide work direction, information and assistance to assigned staff; establish priorities and adjust staff assignments accordingly.
Partner with Planning, Marketing, and Administration Services staff to implement customer experience techniques including journey mapping, listening sessions, online surveys and guest feedback and to train all employees to walk in a customer's shoes.
Design, maintain and manage the computerized database and electronic distribution of reported complaints and comments from guests and the public. Create standardized reply letters to be used as guidelines to ensure appropriate responses. Monitor records to make sure investigations are received and responses are processed within the established timeframe. Provide monthly statistics to the Management Team and Board of Directors.
Design, maintain and manage the LinkPlus riders No Show database and notification process; redesign as needed to integrate with new or updated Paratransit software.
Design, maintain and manage the ADA Eligible databases. Evaluate and redesign as needed.
Establish and maintain policy and procedures related to ADA guideline regarding Accessible Path of Travel. Coordinate on-site evaluations of environmental barriers related to Conditional Eligibility for LinkPlus applicants.
Monitor LinkPlus certification process to be in compliance with Federal Guidelines and Link Policy. Evaluate and restructure process to eliminate redundancy.
Manage the Trip-by-Trip program by establishing Agreements with Care Facilities and Hospitals. Establish and review guidelines for evaluating number of Trip-by-Trip Rides to be provided. Provide monthly reports to participants. Notify participants of any change in Policies related to LinkPlus.
Manage and monitor the Emergency Services program. Maintain the Average Recovery Time database for consistency in determining length of eligibility.
Create, evaluate and maintain the Guest Services Employee Handbook to ensure department procedures and guidelines are followed in accordance with established policies and protocol.
Serve as the point of contact between Link Transit and Security company. Coordinate with the Safety Officer and Operations department on security issues.
Assist in maintaining the Guest Suspension and Reinstatement database.
Perform all duties of a Guest Services Representative including regular weekend assignments and assist as requested with special Link Projects and promotional events and other related duties as assigned.
OTHER DUTIESMaintain and update LinkPlus paratransit Riders Handbook.
Serve as Reasonable Modification Coordinator. Document, investigate and respond to requests for modification of services and policies according to Federal Guidelines.
Serve as the department's Retention Records coordinator.
Serve as point of contact for reviewing Columbia Station security cameras pertaining to Public Record Requests and video retention.
Evaluate Rider Alerts; hard copy and digital, used to inform the public of pending service interruptions and/or changes; whether temporary or permanent, in ensure they are in accordance with established Rider Alert Policy. Evaluate policy and update as needed.
Serve as Link employee-in-charge to provide minimal authority/control over situations at Columbia Station until an Operations Supervisor arrives or as requested; provide additional backup security inside transit transfer center; enforce rules of conduct, check for vandalism; miscellaneous janitorial; open and/or secure transfer center as needed.
Serve as the point of contact between Link Transit and Chelan-Douglas Coordinate Entry office (Homeless Housing Network).
Represent Guest Services on various internal committees.
May be assigned to assist the Marketing Coordinator in maintaining Rider Alert information on the website in their absence. May also be assigned to post Rider
Alert information to the electronic kiosks and monitor the kiosk status
Each employee has an impact on safety in the workplace, and it is the responsibility of all employees to share this commitment and to support Link Transit's efforts to provide a safe and healthy workplace.
Provide assistance to tenants of Columbia Station as needed.
Typical Qualifications Education and Experience:Any combination equivalent to: graduation from high school and three years of customer service and general clerical experience, including at least one year of directly related experience in a public transportation agency. Supervisory experience preferred. Spanish language speaker strongly preferred.
Knowledge of:
- Principles of training and providing work direction to others.
- Customer service skills.
- Modern office practices, procedures and equipment.
- Geographic areas served by the Agency.
- Telephone etiquette and techniques.
- Operation of office equipment including personal computer and word processing, spreadsheet and database management software.
- Oral and written communication skills.
- Recordkeeping methods.
- Interpersonal skills including tact, patience and courtesy.
Ability to:
- Learn to explain and implement available ridership opportunities related to the Americans with Disabilities Act (ADA).
- Investigate and respond to complaints and comments from guests.
- Respond calmly and pleasantly to the concerns of dissatisfied customers.
- Train and provide work direction to others.
- Provide prompt and courteous assistance and information to callers and visitors.
- Learn, understand and relay information regarding Agency services including routes and schedules.
- Communicate effectively with customers on the telephone and in person.
- Provide information clearly and establish effective guest relations.
- Communicate with others in English and Spanish if required by the position.
- Operate Window based computer with a variety of software, printers, scanners, multi-line telephones, fax machine, copy machines, security cameras, laminating machine.
- Design and create forms and spreadsheets.
- Maintain records and databases.
- Follow oral and written instructions.
- Drive to various locations to restock route schedules as required by position.
- Establish and maintain effective and cooperative working relationships with staff.
Supplemental Information OTHER REQUIREMENTSMust possess and maintain a valid Washington State driver's license and good driving record throughout employment. The position must also obtain and maintain current certification in first aid and CPR and may require the ability to fluently communicate orally and in writing in a designated second language.
Health Insurance:Link Transit provides excellent Medical, Dental and Vision coverage (including prescription drug coverage) for all eligible full time employees and their dependents.
Retirement:All eligible employees of Link Transit are required to participate in the Washington State Public Employees' Retirement System (PERS). Employees are not covered under the Social Security System except for a 1.45% payment for Medicare.
Employees are eligible to participate in a 457 savings plan with an employer match of up to 6.2% of annual compensation plus an additional $1 per hour for eligible employees up to a maximum of 2,080 hours annually paid by Link. Once an employee's salary reaches $66,000 per year matching increases to 9.3% of annual compensation only.
Paid Leave:Link Transit provides paid general leave for all eligible employees - accrual starts at 10.67 hours per pay period at time of hire. Additional leave accrues after every five years of service.
Holidays:Link Transit eligible employees enjoy 6 paid holidays plus 4 floating holidays annually.
Disability Insurance:Link provides short term and long term disability plus life insurance for eligible employees.
01
Please briefly describe your Spanish language proficiency.
02
Were you referred by a current Link Transit employee for this Coach Operator position? If yes, please provide the Link Employee's full name.
Required Question
