Customer Experience Specialist

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