Communications Specialist

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Communications Specialist 2 days ago Requisition ID: 1120 Salary Range: $73,363.78 To $95,372.92 Annually Reports to: Manager of Rail Operations FLSA Status: Non-exempt General Description Provides excellent and prompt passenger support service in a variety of areas . Communicates service disruption information to public as needed across a variety of platforms and mediums. Collects and communicates operational data ( e.g. ridership, on-time performance, parking and bicycle data, etc.), and performs general administrative tasks and responsibilities for the division of Rail Operations . Additionally, after successful complet ion of required training, monitors train service via TRIP and CSX/NS screens and communica tes and coordinates with host railroads, VRE and contractor staff, and the public —as well as performs full-systems check prior to a.m. and p.m. service. Essential Job Duties and Responsibilities Provides excellent and prompt passenger support via phone, email, and in person by disseminating information and responding to inquiries related to fare and ticket prices, schedules, train status , commuter trip planning and connecting services, station locations and directions Aids passengers in understand ing how to use Smart Benefits and other employer transit benefits Assists eligible individuals in receiv ing reduced fare pricing through the Reduced Fare Eligibility Program A ssist s large groups ( > 10 people) in choos ing train routes that will best accommodate group size Assists in responding to GoTrains emails as needed P rovide s information to the public in the event of a service disruption via various channels ( w ebsite, Train Talk, s ocial m edia platforms , VMS, IVR, etc.) Handles crisis communications as required Processes and responds to lost and found item s and lost ticke t s , prepares related reports and reissues tickets Processes passenger reimbursements and refund requests Posts and reports operational data to include ridership, on-time performance, parking and bicycle data, mobile ticketing usage, SmartBenefits us age, and incoming call volume and subject Monitors fare collection system status and r eport s outages to senior Rail Operations staff members Performs general administrative duties to include processing incoming and outgoing mail, routing correspondence, and performing opening and closing office procedures R eview s incoming incident reports as needed and reports potentially costly incidents to management ; process es small claims regarding damaged property as needed Work s with Service Contractor (Keolis), affected passengers , and the Court to coordinate the fare evasion summons process T rain s new communications staff on passenger support Participates in and provides support for public outreach and other events to include Customer Service Surveys, Santa Train events , Manassas Railway Festival, Clifton Day and Meet the Management events Promotes and contributes to a positive customer service experience Maintains a healthy and safe working environment Embraces and promotes a diverse and inclusive workplace and culture Performs other duties and responsibilities as assigned Upon completion of required training: Monitors train service via TRIP and CSX/NS screens and informs staff and host railroads of any potential issues, and coordinates with host railroads, VRE and contractor staff during service disruptions Performs full systems check prior to each morning and afternoon service Required Knowledge, Skills, and Abilities Knowledge of customer service principles and best practices and ability to generate high levels of customer satisfaction Proficiency using technology , systems, and tools to include Microsoft Office Suite, website platforms, and social media platforms Excellent written and oral communication skills, including ability to present information orally and in writing Keen attention to detail Ability to accurately organize and maintain paper documents and electronic files Professionalism and skill in dealing effectively with diverse individuals at all levels of the organization, as well as with external stakeholders and customers Ability to work both independently and as part of multi-disciplinary departmental teams, and to respond to a variety of conditions without direct supervision Ability to handle stress, maintain an even temperament and demonstrate confidence when making decisions in the best interest of the passenger, VRE and the railroads Demonstrate future ability to understand layout of CSX/NS screens to include having a basic understanding of railroad switch and signal operation and understanding insignias of other trains present on the board Minimum and Preferred Qualifications & Experience Minimum Dem onstrated success providing exceptional customer service and performing office administrative job duties Experience effectively present ing information both orally and in writing to a wide range of audi en ces Experience effectively using technology , systems, and tools to include Microsoft Office and Outlook , website platforms, and social media platforms Preferred Bachelor’s degree from an accredited college or university in business, communications, or a related discipline Public sector/ transportation/rai l experience Federal, state , and local transportation laws, regulations, guidelines , and practices Additional Requirements Must possess a valid driver’s license, current auto insurance, and always maintain a safe driving record during employment with VRE Ability to work the flexible hours demanded by a transit operation environment. Shifts are variable between 7a.m. and 7p.m. and weekend work is possible. Working Conditions/Environment This work requires the occasional exertion of up to 2 0 pounds of force; work frequently sitting, speaking, or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires standing, walking, climbing, or balancing, stooping, kneeling, crouching, or crawling, reaching with hands and arms, and pushing or pulling Work has standard vision requirements; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly, or quickly Hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound Work requires preparing and analyzing written or computer data , visual inspection involving small defects and/or small parts, using of measuring devices, operating motor vehicles or equipment and observing general surroundings and activities Work occasionally requires working near moving mechanical parts, working in high, precarious places, exposure to fumes or airborne particles, exposure to toxic or caustic chemicals, and exposure to outdoor weather conditions Work is generally in a moderately noisy location ( e.g., business office, light traffic)

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily . The essential duties and responsibilities listed are representative of the knowledge, skill, and/or ability required . Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions .
• The statements in this job description are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
• VRE is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind . VRE is committed to the principle of equal employment opportunities for all employees and to providing employees with a work environment free of discrimination and harassment .