What are the responsibilities and job description for the Customer Experience Specialist position at NJ Transit?
Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible.
ROLES AND RESPONSIBILITIES:
- Engages with customers onboard our transit services and online, primarily via social media, to ensure a seamless experience, answer questions, share progress on projects to enhance NJ TRANSIT, and help customers be informed advocates for investment in transit.
- Conducts field visits to assess every aspect of the customer experience, including, but not limited to station/facility visits and inspections, signage review, PA testing and onboard experience, and works with appropriate internal staff to update, enhance, and improve customer experience.
- Performs system and online customer care and outreach efforts before, during, and after significant service impacts, such as: substantial schedule changes; extreme weather; significant service disruptions
- Serves as an ambassador at stations/terminals/park-rides for various customer initiatives.
- Assists with routine monitoring and customer response on NJ TRANSIT social media channels to ensure timely responsiveness to customer inquiries to gain the full 360-degree view of the customer experience.
- Prepares weekly and monthly analytics reporting, and assists with columns and letters, feature articles, presentation materials, video scripts, award entries, and development of the annual report – all of which serve to enhance the overall customer experience.
- Provides support for special activities, planned events, emergencies and/or service disruptions as needed, which may occur before or after work hours, including weekends and holidays.
- Assists with Passenger Communications unit when needed to create & edit electronic and print versions of customer notices and advisories to support the customer experience.
KNOWLEDGE & SKILLS REQUIRED:
- Bachelor's degree in journalism, English, Communications or related area and three (3) years' experience in a communications, public relations, transportation and/or customer service environment.
- One year of closely related work experience can be substituted for each year of education required.
- Strong written and verbal communication skills, including proofreading, English grammar and spelling.
- Practical knowledge of Microsoft Office suite is desired, particularly Word, PowerPoint and Excel.
Physical Demands:
May require working during inclement weather, occasional nights, weekends, and Holidays as needed. Must have valid NJ driver’s license.
At NJ Transit you will enjoy a competitive salary and excellent benefits package:
- Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision
- Flexible Spending Account
- Life Insurance
- Paid Leave
- Tuition Assistance
- Pre-Tax Commuter Benefits Plan
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Retirement Plans:
- 401(a) - Retirement plan with a 6% employer contribution
- 401(k) - Retirement saving plan with up to an 3% company match
- 457(b) - Deferred Savings Plan
At NJ TRANSIT, diversity and inclusivity are vital to our success as we are committed to hiring individuals from diverse backgrounds, experiences, abilities, and veteran status. As an Equal Opportunity Employer, we encourage all qualified applicants to apply and join our team.
Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST
