We’re looking for a strong communicator who is passionate about delivering excellent customer service to join our team in the role of Customer Engagement Representative, Emerging Channels. The ideal candidate is customer-centric, understands social media customer communication, great with digital engagement strategies and likes to have fun. In this position, you will join our social media engagement team, help us provide great customer service to our social community, and engage with riders through traditional and digital channels. If you’re a team-oriented individual interested in working on a dynamic, diverse, externally facing team of social media engagement specialists, apply for the Customer Engagement Representative position today.
Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.
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.
The essential duties listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.
Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.
Evaluation criteria may include one or more of the following:
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.