Washington Metropolitan Area Transit Authority Looking for Customer Engagement Representative, Emerging Channels at MD

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.

Minimum Qualifications

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

Certification/Licensure

• N/A

Preferred

• Multilingual preferred. Customer contact or customer service environment experience preferably in transportation or travel

Medical Group

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.

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.

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.

Other Functions

• Uses all available resources, and considerable latitude in judgement, to resolve customer inquiries, complaints, comments, and suggestions on at the initial point of contact.
• Maintains ownership of escalated cases and ensures a timely response to the customer within prescribed service levels
• Contributes to the achievement of team/department level key performance indicators including response time, service level for various contact channels, first contact resolution, and customer satisfaction with the customer contact center.
• Accurately captures all necessary customer data and supporting information when logging customer complaints, comments, and suggestions, and Lost & Found inquiries in the Customer Relationship Management System.
• Supports and contributes to WMATA efforts to build the social community and increase the number of followers.
• Maintains an up to date knowledge on social media trends and assists in developing the engagement strategy for new social applications and channels as they gain customer interest.

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.

Evaluation Criteria

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:

• Skills and/or behavioral assessment
• Personal interview
• Verification of education and experience (including certifications and licenses)
• Criminal Background Check (a criminal conviction is not an automatic bar to employment)
• Medical examination including a drug and alcohol screening (for safety sensitive positions)
• Review of a current motor vehicle report

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.