Customer Experience Specialist
Communications & Customer Service
Move forward with us! At NJ TRANSIT, youll 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 were 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:
- Bachelors 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.
CERTIFCIATES, 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.
Learn more about NJ TRANSIT! Sign up to receive an invitation to our next live information session at WWW.NJTRANSIT.COM/BEST