Customer Experience Specialist

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible. Roles And Responsibilities Engages with customers on our transit system and online to ensure a positive experience, answers questions and accepts feedback, shares progress on projects to enhance NJ TRANSIT and helps customers become informed transit riders. Conducts field visits to assess every aspect of the customer experience, including, but not limited to station/facility visits and inspections, signage review, PA testing and onboard experience, and works with appropriate internal staff to update, enhance, and improve customer experience. Performs system and online customer care and outreach efforts before, during, and after significant service impacts, such as: substantial schedule changes; extreme weather; significant service disruptions Serves as an ambassador at stations/terminals/park-rides for various customer initiatives. Assists with routine monitoring and customer response on NJ TRANSIT social media channels to ensure timely responsiveness to customer inquiries to gain the full 360-degree view of the customer experience. Prepares comprehensive daily reports to document customer experience observations, service disruptions, operational concerns, facility conditions, customer feedback, and corrective actions that may be needed to enhance the customer experience. Provides support for special activities, planned events, emergencies and/or service disruptions as needed, which may occur before or after work hours, including weekends and holidays. Assists with Passenger Communications unit when needed to create & edit electronic and print versions of customer notices and advisories to support the customer experience. Education, Experience & Qualifications Bachelor's degree in journalism, English, Communications or related area and three (3) years' experience in a communications, public relations, transportation and/or customer service environment. One year of closely related work experience can be substituted for each year of education required Knowledge & Skills Required: Strong written and verbal communication skills, including proofreading, English grammar and spelling. Practical knowledge of Microsoft Office suite is desired, particularly Word, PowerPoint and Excel. Certificates, Licenses, & Registrations Must have a valid NJ driver's license Working Environment Office and systemwide field locations. Physical Demands Frequent field visits with extended periods of standing/walking. Some use of copier, printer, laminator, and scanning equipment. Other Conditions May require working during inclement weather, occasional nights, weekends, and Holidays as needed. At NJ Transit you will enjoy a competitive salary and excellent benefits package: 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. #J-18808-Ljbffr NJ TRANSIT