Digital Customer Experience Specialist - 26-11444

Job Description

Job Description

Digital Customer Experience Specialist

Location: Jersey City, NJ
Work Arrangement: Onsite
Duration: 3 Years
Position Overview

We are seeking an experienced Digital Customer Experience Specialist (DCX Specialist) to support passenger service and customer experience operations.

This is an operationally focused role rather than a traditional social media or marketing position. The specialist will serve as a real-time digital connection to the traveling public, monitoring and responding to customers across social media, web correspondence, and other digital channels while maintaining awareness of service conditions and emerging customer issues.

The ideal candidate will combine strong customer service, social media management, communications, social listening, customer intelligence, and incident communications skills.

The role requires the ability to remain calm and effective during service disruptions, delays, emergencies, severe weather, planned changes, and other high-volume situations.

Key Responsibilities

• Monitor social media channels, website correspondence, and other digital customer-service platforms.
• Respond professionally and accurately to customer questions, concerns, complaints, and travel-related issues.
• Acknowledge, respond to, or appropriately close incoming social media inquiries within established service-level expectations.
• Track customer correspondence through completion and closure.
• Monitor sensitive customer correspondence and escalate matters appropriately.
• Prepare daily shift reports covering digital activity, significant conversations, emerging issues, and items requiring management attention.
• Monitor digital channels in real time to identify service issues, emerging events, unsafe conditions, and other developments affecting customers.
• Escalate operational and safety-related issues to the appropriate internal teams.
• Provide real-time customer communications during delays, disruptions, emergencies, severe weather, and other operational events.
• Prepare and distribute customer alerts and advisories regarding service changes and disruptions as directed.
• Serve as a professional, customer-focused representative through digital communication channels.
• Support customer-facing website content updates and review content for accuracy and communication standards.
• Assist with the development of written, graphic, and video social media content.
• Create engaging customer-facing posts and promotional content as required.
• Provide comprehensive shift handoffs to maintain continuity of customer-service operations.
• Continuously improve customer-response templates, procedures, and communication protocols.

Social Listening & Customer Intelligence

The specialist will use enterprise social-listening and analytics tools to monitor customer conversations beyond owned social media channels.

The role will involve analyzing conversations and reviews across online communities and platforms to identify:

• Recurring customer complaints
• Emerging customer-service issues
• Customer sentiment
• Operational pain points
• Trending topics
• Opportunities for service and process improvements
• Opportunities to improve customer engagement
• Issues requiring management attention

The specialist must be able to move beyond simply monitoring comments and translate customer interactions and online conversations into actionable insights for management.

Required Qualifications

Education

• Bachelor's degree in Digital Communications, Marketing, Communications, or a closely related field .

Experience

• Minimum 3 years of customer service experience involving direct customer engagement through social media platforms.
• Demonstrated experience handling customer inquiries, complaints, and issues through digital channels.
• Experience working in high-volume customer-service environments is strongly preferred.

Required Technology Experience

Social Media Management

• Hootsuite or comparable enterprise social-media management platform.

CRM / Customer Service

• Salesforce or comparable CRM/customer-service platform.

Social Listening

• Brandwatch or comparable social-listening/consumer-intelligence platform.

Writing & Communication Skills

Demonstrated ability to produce:

• Short-form digital and social-media copy
• Long-form customer communications

Strong grammar, editing, proofreading, and concise writing skills are required. The candidate must be able to quickly convert operational information into clear and accurate customer-facing communications.

Required Analytical Skills

Experience analyzing customer interactions and online/community conversations to identify:

• Patterns
• Recurring issues
• Trends
• Customer concerns
• Operational or process improvement opportunities
• Customer engagement opportunities

Critical Soft Skills

• Excellent judgment: Understands what can be answered immediately and what requires escalation.
• Calm under pressure: Maintains professionalism during disruptions, delays, cancellations, severe weather, and emergencies.
• Empathy: Handles customer complaints and frustrations professionally and sensitively.
• Situational awareness: Can monitor multiple information sources and recognize potential operational or safety issues.
• Strong written communication: Produces clear, concise, and accurate customer-facing messaging.
• Problem solving: Identifies appropriate information, resolution paths, or escalation procedures rather than simply acknowledging complaints.
• Attention to detail: Ensures accuracy when communicating important service information.
• Professional discretion: Handles sensitive customer correspondence appropriately.
• Multitasking: Can simultaneously monitor social channels, CRM activity, customer correspondence, and operational developments.
• Collaboration: Works effectively with operational, communications, customer-service, and management teams.
• Shift-handoff discipline: Clearly documents open issues and communicates important information to the next shift.
• SOP-driven independence: Able to work independently while following established procedures and escalation protocols.

Preferred Experience

Candidates with experience in the following environments are strongly encouraged to apply:

• Public transportation and transit
• Airlines and airports
• Rail operations
• Emergency communications
• Government or public agencies
• Utilities
• Hospitality and travel
• Large venue operations
• Healthcare customer communications
• Telecommunications
• High-volume consumer services

Experience handling live operational disruptions, service outages, cancellations, emergencies, or crisis communications is highly valuable.