Social Media & Executive Correspondence Specialist

Summary The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro’s Mobility Division, Customer Communication and Services (CCS) Section is seeking an innovative, customer-focused professional to serve in a hybrid role supporting Executive Correspondence, social media engagement, and creating service disruption information for the public. Position Information The position is a Communication Specialist II. The selection process may generate an eligibility pool for future vacancies; the pool will be retained for 12 months from the date of posting. Job Duties Apply equity and social justice principles to all aspects of the work. Manage and monitor Executive Correspondence emails, coordinating information for replies, sending responses, and managing C3 cases to completion. Monitor, develop, and respond to social media communication. Maintain consistent and clear social media communications that conform to Metro's guidelines for style and tone. Assist with development of public communications relayed through social media platforms and other applications. Analyze social media trends and relay appropriate information to management to aid in operational or policy recommendations. Assist in the development of written communications, materials, and electronic messages to inform customers of construction impacts, schedule and route changes, service delays, track outages, special services, company policies, and programs. Conduct research to support the preparation and development of special reports, presentations, and complex correspondence. Assist the organization in communicating with customers about special activities, new services, emergencies, and/or other major service disruptions. Write, edit, and proofread assigned editorial copy, ensuring accuracy, corporate style, correct grammar usage, spelling, and clarity. Create electronic and print layouts using web content management and other computer application software. Assist in training and developing internal staff capabilities for providing social media communication across multiple platforms. Participate in the development and preparation of special presentations. Interact with specific audiences to provide information, listen to concerns, and help resolve problems. Coordinate and promote special events, services and/or programs, including participation by other organizations. Work under the direction of the CITRS Chief or FA IV to perform duties and assignments. Other duties as assigned including providing on‑site or remote support for the creation of digital service disruption alerts. Experience, Qualifications, Knowledge, Skills Experience creating and providing digital information to internal and external customers. Experience delivering customer service via multiple platforms (in‑person, phone, email, online chat, etc.). Experience using social media platforms. Ability to monitor and measure the effectiveness of social media communications and relay important information and trends to management. Good judgment, decision‑making, and creative problem‑solving skills, including the ability to use discretion in public‑sector environments with politically sensitive issues. Skill in assessing the communication needs of target audiences. Skill in writing and editing in a clear, concise, and persuasive manner that conforms to journalistic, marketing, and/or publishing writing styles. Skill in communicating with a highly diverse population. Skill in working with confidential and/or proprietary information. Experience working under pressure in a fast‑moving, highly visible role. Ability to verbally communicate ideas clearly and persuasively. Attentiveness to detail with the ability to multitask and prioritize effectively. Ability to plan, organize, and schedule own work assignments, and coordinate with others to deliver results on deadlines. Willingness and ability to become highly knowledgeable about diverse elements of Metro's services. Ability to become knowledgeable of regulatory and legal requirements associated with position responsibilities. Demonstrated skills in Microsoft Word, Outlook, Teams, and SharePoint. Excellent attention to detail, with demonstrated analytical, problem‑solving, and research skills. Proficiency in written communication for digital publication. Basic knowledge and understanding of Metro’s transit system and services, and public‑facing customer communication tools and methods. Proficiency and ease in using business communication tools and new technology in everyday work. Report to work for varying shifts on‑site and at remote locations, as necessary. Desirable Qualifications (Not Required) Experience in external customer communications in a transit environment. A bachelor’s degree in communications, English, journalism, or a related field. Experience using Salesforce. Experience in public transportation communication via a variety of channels including face‑to‑face, social media platforms such as Instagram, Facebook, X (Twitter), and YouTube. Experience using Sprout Social. Experience or knowledge of writing for digital accessibility. Experience working with internal and external diverse communities. Self‑motivated and able to work independently or as part of a team. Required Application Materials Completed Job Application (employment history back at least 10 years). Resume (not accepted in lieu of a completed job application). Completed supplemental questions. Cover letter summarizing how your education and/or experience meets the position’s qualifications and how it has prepared you to perform the responsibilities and duties of this job. Attach three examples of written materials you have published or sent (blogs, social media, web opinion interactions, and/or business correspondence) that are customer‑service oriented. Submit as Word or PDF. Selection Process All application materials will be screened for qualifications, competitiveness, completeness, attention to detail, and written communication skills. Most competitive candidates may be invited to one or more interviews. Final offers are contingent on successful completion of reference checks. Work Schedule The position is non‑exempt and overtime eligible. Employees are paid bi‑weekly (every other Thursday). Work hours are a 40‑hour work week within core hours Monday through Friday, 6:00 a.m.‑6:00 p.m. Union Representation / Job Code / Grade Protec17/252202/54 Work Location Hybrid position; 1–3 days in office per week (current requirement 1 day, expected 2–3 days in 2026). Primary onsite location: King Street Center, 201 S. Jackson, Seattle, Washington 98104. Employees must reside in Washington state and be within reasonable distance to the worksite. To Apply Please follow the application instructions carefully. If you need an alternate language or format, request accommodation, or have questions, contact Manal Tirhi (mtirhi@kingcounty.gov). Equal Employment Opportunity King County is an Equal Employment Opportunity Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions. Benefits Excellent medical, dental, and vision coverage options. Life and disability insurance. Retirement: pension plan and 457(b) deferred‑compensation plan. Transportation program and ORCA transit pass. 12 paid holidays each year plus two personal holidays. Generous vacation and paid sick leave. Paid parental, family, medical, and volunteer leaves. Flexible Spending Account. Wellness programs. Onsite activity centers. Employee Giving Program. Employee assistance programs. Flexible schedules and telecommuting options, depending on position. Training and career development programs. For additional information about employee benefits, visit the Benefits, Payroll, and Retirement Page. This is a general description of the benefits offered to eligible King County employees. If any information conflicts with a collective bargaining agreement, the CBA prevails. Application Questions (Optional) Questions listed below are for the candidate’s convenience and may be answered as part of the application process. Have you created and provided digital information to internal or external customers in a professional setting? (Yes/No) Have you used social media platforms in a professional capacity to communicate with customers or the public? (Yes/No) Have you provided customer service using at least two of the following platforms: in-person, phone, email, online chat, or social media? (Yes/No) Do you have experience providing external customer communications in a transit, transportation, or public‑sector environment? (Yes/No) Are you applying to this position as an eligible current or previous King County Employee Priority Placement Program Participant? (Yes/No) Provide the title you held when you received your layoff notice, the department you worked in, and the effective date of your layoff (if applicable). If you have a relative who works for Metro, provide the division they work in (if known). If you have a relative who works for King County Metro Transit, provide the employee’s name, position, and your relationship. I certify that the statements made are true, complete, and correct. (Yes/No) #J-18808-Ljbffr