Customer Communications Associate

Move forward with us! At NJ TRANSIT, you will join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets our customers to their destinations on time – and we are looking to hire talented people with a love of learning to make it all possible!

Summary
Responsible for managing and enhancing the communication strategies and customer interactions of the organization. Also, develop and implement effective communication plans, oversee customer service operations, and ensure positive customer experiences. This role involves managing various communication channels, resolving customer issues, analyzing customer feedback, and implementing strategies to improve customer satisfaction and loyalty.

Roles And Responsibilities

Coordinates the dissemination of rail, bus and light rail messages regarding the status of service and the impacts of service disruptions that are ultimately delivered to customers through various communications channels, including travel alerts, NJ TRANSIT Website, station public address announcements, terminals and park & rides, on-board announcements, etc.

Updates content on NJ TRANSIT’s X handle as needed, coordinating message development with Public Information staff.

Monitors social media chatter to maintain situational awareness, and engaging with customers if necessary to share information with the EOC and Operations as it comes in.

During major service disruptions, and EOC activations at Level 2 or higher, remain engaged in continual dialogue with internal departments (operations, Public Info and Customer Service and NJTPD) ensuring a timely and accurate exchange and dissemination of information to customers.

Coordinates with the Customer Experience Department to conduct test of PA announcements at stations and terminals. Ensures PA Operator staff, especially during events outside of normal operations, is making appropriate announcements at regular intervals.

Ensures that messages are being sent to all appropriate customer communication channels, including, but not limited to: social media, website, mobile app, station monitors, DepartureVision, My Transit alerts and on-board personnel.

Updates service changes in appropriate applications when adjustments are made to ensure customer information sources like DepartureVision reflect accurate service information.

Coordinates communications regarding cross-honoring decisions and ensures that customer receive appropriate message when cross-honoring has ended and regular service resumes.

Education, Experience, And Qualifications

Bachelor’s Degree in Communications, Journalism, Business Administration, or related area, and three (3) years of applied experience in customer communications, public relations, or related field.

One year of closely related experience can be substituted for each year of education required.

Knowledge And Skills

MS Office Skills, including web-based systems, excellent interpersonal, written, verbal and communication skills are required. Familiarity with social media platforms, such as X, is desired.

Working Environment

Must be able to work all shifts, including weekends, nights, holidays and special events. This position is classified as a critical operations and customer support function and will be required to report to work during adverse weather or commuting conditions.

Benefits

Comprehensive Family Health Insurance – Medical, Prescription, Dental, Vision

Flexible Spending Account

Life Insurance

Paid Leave

Tuition Assistance

Pre-Tax Commuter Benefits Plan

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

NJ TRANSIT is an Equal Opportunity Employer.

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