What are the responsibilities and job description for the Customer Relations 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 love of learning to make it all possible.
MAIN FUNCTIONS:
- Reads, researches and responds to all messages received via NJ TRANSIT’s email in-box, as well as all calls and field office cases that cannot be resolved at the point of initial contact (thus requiring follow up), within the prescribed turnaround time. Ensures all responses are accurate, timely and reflect NJ TRANSIT’s capital and operating objectives.
- Respond primarily in writing to customer feedback.
- Keeps informed of Bus, Light Rail and Rail equipment updates, infrastructure expansion and upgrades, and new service initiatives to provide responses and information to commuters, potential commuters and other stakeholders that is accurate, current, informative, and useful.
- Manages cases on a daily basis to ensure their accurate coding, and that timely internal investigations and follow up activities are completed. Builds and maintains a strong working relationship with internal contacts so that the information received and shared with our customers is both timely and accurate.
- Assists our customers and Operations Management during service disruptions and other emergency or unusual situations, both during and off-hours. Assists with phone coverage on an as needed basis.
- Provides assistance to the public during special events, promotions, various outreach programs and /or holiday periods.
- Performs other duties as requested.
KNOWLEDGE & SKILLS REQUIRED:
- Bachelor’s Degree in Communications, English, Journalism or closely related field, and a minimum of one (1) year of customer service experience, preferable in a writing environment.
- Experience with Internet communication, basic computer literacy and strong written communications and research skills are required.
- Experience with an online CRM application, such as Salesforce.com, is desired.
- One year of closely related work experience can be substituted for each year of education required.
At NJ Transit you will enjoy a competitive salary and excellent benefit package:
- Comprehensive Family Health Insurance – Prescription, Dental, Vision
- Flexible Spending Account
- Prescription
- Life Insurance
- Paid Leave
- Tuition Assistance
- Qualified Transportation Expense Plan (QTE)
3 YEAR VESTED: Retirement Plan Options:
- 401(a) is a 6% employer contribution
- 401(k) at least 6% with an additional 3% company match
At NJ TRANSIT we support and depend upon the diversity of our staff. NJ TRANSIT is an Equal Opportunity Employer.
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