Digital Specialist

Monitor, engage, and respond to customer service-related inquiries across social media feeds, website correspondence, and digital platforms, including Facebook, X, WhatsApp, Salesforce, and other channels as needed. Acknowledge, respond to, or close out incoming social posts within twenty (20) minutes during live monitoring hours. Provide thoughtful, accurate, clear, and customer-focused public messages aligned with guidance. Maintain tracking and closure processes for customer correspondence, including issues forwarded to internal or external teams and Title VI or ADA-related civil rights complaints. Situational Awareness & Service Communications Maintain real-time awareness of social media activity to identify service disruptions, emergencies, unsafe conditions, events, and emerging customer concerns. Escalate emergencies or unsafe conditions to Train Control Center staff within ten (10) minutes during live monitoring hours. Provide customer communications support during service delays, disruptions, emergencies, weather events, and other operational impacts. At the direction of Management, prepare and issue alerts, advisories, and updates regarding changes to operations, closures, service disruptions, and conditions affecting travel. Content, Website & Social Media Support Support website content updates by reviewing suggested edits for accuracy, standards compliance, branding, and consistency. Assist with development of customer-facing social media content, including service updates, friendly engagement posts, special promotions, graphics, and videos. Support refinement of response templates and communication protocols based on customer needs and platform trends. Use social listening and consumer intelligence tools, including Hootsuite and Brandwatch, to monitor and analyze customer feedback. Review customer conversations and feedback from platforms such as Google Maps reviews, Reddit, Yelp, and other forums. Create daily shift reports summarizing activity, key customer dialogues, trends, and issues requiring management awareness. Report important analytics, findings, recurring issues, and improvement opportunities to Management. Shift Continuity & Operational Support Provide updates to incoming Digital Customer Experience Specialists at change of tour to ensure continuity and awareness. Work independently while following Standard Operating Procedures. Perform other related duties as assigned by Management. Minimum Qualifications Bachelor’s degree in digital communications, marketing or related field Minimum of three years of customer service experience and engagement with customers on various social media platforms Proven experience working with a social media management platform, such as Hootsuite Proven experience working with a customer relationship management (CRM) platform, such as Salesforce Proven experience working with social listening tools, such as Brandwatch Demonstrated ability to analyze and report on customer interactions and community conversations to identify recurring issues, trends, or opportunities for process or operational improvements and customer engagement strategies. Proven short-form and long-form copywriting skills Good judgment and proven success in addressing customer concerns with sensitivity and care The ability to work independently with Standard Operating Procedures Flexibility and ability to work various shifts, on site in Jersey City, NJ and at designated facility locations across the system, up to five days a week or as needed. #J-18808-Ljbffr Seneca Resources