Customer Communications and Engagement Lead

:

Description

About WSDOT Washington State Department of Transportation (WSDOT) is the steward of an integrated, multimodal transportation system that helps to ensure people and goods move safely and efficiently throughout the state. In addition to building, maintaining, and operating the state highway system, WSDOT operates the largest ferry system in the nation, manages the world's longest floating bridge, and recently completed the world's widest tunneling project. The Washington State Ferry (WSF) system is essential to Washington's transportation network, linking communities on both sides of Puget Sound and the San Juan Islands. There are over 400 sailings each day on 10 ferry routes. WSF transports nearly 17 million passengers a year and has more than 1,800 employees. Employees perform a variety of duties on vessels, in terminals, at the maintenance facility, and at the Seattle headquarters. The Opportunity WSDOT is currently seeking a Customer Communications and Engagement Lead (CC5) to serve as the primary communicator for customer service, customer information and community engagement with an exceptional ability to communicate through a variety of channels in a thoughtful, positive way. This position plays a significant role in helping WSF provide accurate and reliable information, critical transportation programs, and outstanding customer service to the millions of people who ride a Washington State Ferry every year. What to Expect Among the varied range of responsibilities held within this role, you/the Customer Communication and Engagement Lead will:

• Write and edit clear, consistent, and compelling communication content in a variety of formats.
• Investigate and respond to customer complaints, requests for information, suggestions, inquiries, and other customer communications.
• Act as an escalation point for customer care issues.
• Assist Customer Service staff in resolving complex customer concerns and communications.
• Work cross-departmentally within WSF and WSDOT to develop and implement community engagement activities for WSF planning efforts and projects.

Qualifications To be considered for this opportunity, the following are required:

• Bachelor's degree in Communications, Journalism, Public Relations, or a relevant field

OR

• Four (4) years of relevant experience in communications or public relations, or a combination of both with education and experience interchangeable year for year.

It is preferred that qualified candidates also have:

• Public agency communications experience.
• Experience and knowledge of WSDOT/Washington State Ferries.

Important Notes

• This position offers flexible/hybrid remote work options.
• The salary listed includes the legislative-approved 5% salary premium for positions with an assigned duty station in King County.
• In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position. For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements. Information on other compensation types for non-represented positions can be found in Chapter 357-28 of the Washington Administrative Code.
• WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit

Why WSDOT

• Work-Life Balance - We are committed to ensuring that our staff experiences the reward of public service, while also sustaining a routine that suits each individual's lifestyle.
• Paid Leave - In addition to 12 paid holidays, full-time employees earn a minimum of 14 paid vacation days per year!
• Tuition Assistance - Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness.
• Plan For Your Future - WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs and much more. Go to State Benefits for more information.

Check out this video to learn more: Why WSDOT? How to Apply Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine your salary. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible. In order to be considered for this opportunity, please include the following with your online application:

• An attached Resume outlining (in reverse chronological order) your experience to date.
• An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role.
• Contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. This information can be entered in the “References” section of the online application; does not require an additional attachment.

Please click the "APPLY" button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application for this opportunity. WSDOT is an equal-opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency. Our diversity and inclusion efforts include embracing different cultures, backgrounds, and viewpoints while fostering growth and advancement in the workplace. All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/or gender identity, are encouraged to apply. Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter. WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit Contact us For inquiries about this posting, you may contact the assigned Recruiter, Renee Mason, at View email address on us.fitly.work. Please be sure to reference 23DOT-WSF-90812 in the subject line.