Customer Engagement Rep-Emerging Channels

at  Washington Metropolitan Area Transit Authority

Job Description

EDUCATION

• Bachelor’s Degree in Public Relations, Communications, Public Administration, Public Affairs, Journalism or related fields

EXPERIENCE

• Three (3) years of experience in a customer contact or customer service environment, preferably transportation or travel
• One (1) year of experience delivering customer contact resolution via social media channels

SUMMARY

The Customer Engagement Representative, Emerging Channels is responsible for engaging and responding to customers via a variety of channels including non-traditional channels such as social media, text, and chat. The incumbent is responsible for communications and providing current, accurate information to customers in response to inquiries, comments, complaints, and suggestions. The incumbent works and writes well under short deadlines and in high pressure, crisis situations. The incumbent has considerable latitude for independent judgment in formulating responses to customers across highly visible channels.

CLOSING

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.
This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview

ESSENTIAL FUNCTIONS

• Monitors and responds to customer inquiries across a variety of channels including nontraditional contact channels including chat, text, and social media.
• Communicates across all contact channels in a professional and organized manner, in easily understood language for the customer using communication norms relevant to each contact channel (Twitter, Facebook, chat).
• Ensures that communications support WMATA brand image and operations.
• Determines the most appropriate channel for each customer interaction and engages the customer appropriately.
• Handles non-standard, complex customer issues and escalates potentially sensitive or highly visible customer contacts to management for organizational awareness as appropriate.
• Engages with customers proactively across all contact channels to promote positive two way communication and gather feedback and input on emerging service trends.
• Contributes information for news releases pertaining to Metrobus bi-annual and weekend changes, short and long-term detours and service disruptions.
• Makes recommendations to management about customer engagement in newly emerging channels and assists with the development of engagement methodology.
• Establishes and maintains effective liaison with both the Rail and Bus Operations Control Center Superintendents and other personnel and other offices to facilitate rapid response to customer inquiries.
• Assists in the development and implementation of customer communications plans including printed materials, signage, website information, station, and passenger display announcements, and electronic alerts, for public dissemination.
• Provides a regular report to supervisor on performance activities and future initiatives.
• Responds to and supports team particularly during inclement weather, emergencies and whenever needed in a 24/7 - operation work environment.