What are the responsibilities and job description for the Social Media Customer Service Representative 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:
- Reads, researches and responds to all messages received via NJ TRANSIT’s social platforms, and digital content to provide service updates, interact with customers and other story concepts and material.
- Ensures all responses are accurate, timely and reflect NJ TRANSIT’s capital and operating objectives.
- Manages social media communications 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.
- Keeps informed of Bus, Light Rail and Rail equipment upgrades, 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.
- Monitors social media and assists in the development of external social media communications.
- Serves as an advocate for customers by communicating their concerns and relaying their comments to the appropriate departments.
- Provides and implements social media communication support to inform Rail, Bus, Light Rail and Access Link customers of construction projects, schedule and route changes, service delays, track outages, special services, company policies and programs.
- Ensures all social media communications and materials are consistent with NJ TRANSIT’s public message and are clear.
- Assists our customers and Operations staff during service disruptions and other emergencies or events, both during and off-hours on occasion.
- Provides assistance to the public during special events, promotions, various outreach programs and/or holiday periods on occasion.
Education, Experience and Qualifications:
- Bachelor’s Degree in Journalism, Communications Studies, or related area, or equivalent
- One (1) year of work/intern experience in a Customer Service environment
- Familiarity and proficiency with social media platforms X (Twitter) and Facebook is required
- Familiarity with other social media platforms, including Instagram, LinkedIn and TikTok is desired.
- Experience with developing and implementing social media campaigns; strong written and verbal communication skills, including proofreading; knowledge of social media monitoring platforms; online communities and awareness of social media trends is desired
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.
