Senior Customer Service Representative

Education and/or Experience Bachelor’s degree in advertising, marketing, communications, public relations or a closely related field required. Must have six (6) years of demonstrated experience planning and managing social media platforms. Prior supervisory and/or lead experience providing functional guidance, advice and/or training to lower-level staff required. Proficiency in Microsoft Office, Adobe Creative Suite, Google analytics, CRM software, social media monitoring and digital tools such as Hootsuite, Sprout Social or Buffer. Transit-related experience is preferred. Excellent written and verbal communications skills, advanced design and photography skills and a thorough understanding of social media management and strategy. Strong planning and organizational skills are also highly desired. In lieu of degree, directly related experience must be substituted on a year-for-year basis. Job Description Bachelor’s degree in advertising, marketing, communications, public relations or a closely related field required. Must have six (6) years of demonstrated experience planning and managing social media platforms. Prior supervisory and/or lead experience providing functional guidance, advice and/or training to lower-level staff required. Proficiency in Microsoft Office, Adobe Creative Suite, Google analytics, CRM software, social media monitoring and digital tools such as Hootsuite, Sprout Social or Buffer. Transit-related experience is preferred. Excellent written and verbal communications skills, advanced design and photography skills and a thorough understanding of social media management and strategy. Strong planning and organizational skills are also highly desired. In lieu of degree, directly related experience must be substituted on a year-for-year basis. Interview Selection Process The selection process may include one or more components to demonstrate applicants’ knowledge, skills and abilities in job-related areas. These may include exercises such as practical demonstrations, written communications, oral interview and/or competency assessments. Summary Provides day-to-day oversight of MARTA’s social media platforms. Reviews and responds to social media posts in a courteous, professional and timely manner. Implements strategies to build meaningful connections with customers and stakeholders through engaging in social media content. Develops and maintains social media metrics. Documents customers’ concerns into the Customer Relationship Management (CRM) system for tracking, reporting and trending. Establishes work rules for standard operating procedures (SOPs) and makes recommendations for process improvements. Evaluates practices and develops strategies to improve external/internal communications. Works in close partnership with subject matter experts to create high quality social media content to promote MARTA’s news, projects, public meetings and events. Provides supervisory support to other units in the Office of Customer Services. Authorizes MARTA Connect vouchers for customers, as needed. Represents the Office of Customer Services at meetings. Must be able to work flexible hours and shifts. Work hours may vary including weekends and holidays. Essential Duties and Responsibilities Develops, monitors and maintains social media content across the Authority’s social media platforms. Ensures that content is designed to enhance the MARTA brand, improve customer relations and support programs and/or initiatives of the Authority. Reviews social media outlets on a daily basis and responds to customers’ posts/inquiries in a courteous, professional, and timely manner. Fosters networking relationships with internal and external stakeholders to promote projects and initiatives on social media platforms. Stays up-to-date with the latest social media best practices and technologies. Prepares external communications to notify and/inform social media customers of emergencies, crisis situations, service disruptions and undesirable news. Establishes work rules for SOPs and makes recommendations for process improvements. Generates routine and ad hoc reports and makes presentations to C-Team and external stakeholders on frequent customer concerns, social media activities such as the total reach, impressions and engagement rates of user level influences and trends. Determines and establishes strategies to improve MARTA’s social media reach on relevant and emerging platforms. Builds engagement with social media influencers to improve customer experience. Works in close collaboration with the Manager of Customer Services and Director of Customer Services. Represents the Office of Customer Services at special meetings. Performs other related duties as assigned, including Transit Ambassador assignments. Americans With Disabilities Act If you are a qualified individual with a disability, you have a right to request that MARTA make reasonable accommodations in order to help you accomplish your work, which must still be performed in all its essential functions. MARTA is an Equal Opportunity Employer MARTA is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. Salary Grade 18 Classification Non-represented Number of Openings 1 Salary Range $60,552-$90,826 #J-18808-Ljbffr