THIS JOB OPENING IS BEING UTILIZED TO FILL SEVERAL OPENINGS IN THIS JOB CLASSIFICATION. MINIMUM QUALIFICATIONS Education
- Bachelor's Degree in Public Relations, Communications, Public Administration, Public Affairs, Journalism, or related fields
- A minimum of six (6) years of experience in a customer contact or customer service environment, to include at least one (1) year of experience delivering customer contact resolution via social media channels
- Roadway Worker Protection (RWP) Certification, level 2, within six (6) months of hire and maintained for the duration of time in the job
- Transit operations experience
Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations. Mission Essential Designation
In accordance with the Washington Metropolitan Area Transit Authority's Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events. SUMMARY
Metro's strategic goals emphasize clear, accurate information across the entire bus and rail service as a priority for excellent customer service. The Public Communications Coordinator (PCC) is the primary role within Metro focused on providing external customers with real time system status and travel information on a 24/7 basis within Metro's Integrated Command & Communication (MICC) center.
The incumbent proactively verifies and communicates accurate information to customers, the public, and the media regarding service delays and/or service disruptions, specifying impacts for travelers on both the bus and rail system. The incumbent crafts content for timely service communication alerts in conversational language to align with Metro's communication protocols maximizing customer outreach over multiple digital and social media channels. The incumbent addresses individual customer inquiries from social media platforms and provides, if available, alternative travel options, directing travelers to self-service tools. ESSENTIAL FUNCTIONS
- Monitors and responds to social media for customer comments and inquiries about train and bus conditions and reports information to MICC responders and other appropriate Metro staff so that customer concerns can be recognized and addressed expeditiously.
- Promptly responds to actionable bus and rail customer service-related social media comments or inquires, demonstrating professionalism, knowledge of Metro's policies, best practices for customer service, and familiarity with planned and unplanned service disruption messaging timeline protocols.
- Applies judgement with creative latitude to write and distribute content alerts and updates for bus and rail customers regarding service disruptions to provide up-to-the-minute travel information to customers who are impacted.
- Maintains up-to-date knowledge of social media communication trends, to better connect with customers in a progressive digital environment, making recommendations to adjust protocols according to customer interest.
- Using information provided by the Bus Transportation Office and Rail Transportation Office, updates Metro's website with critical service information, including advisories for service disruptions, service reroutes, inclement weather conditions and planned events and construction projects, providing a digital reference to allow customers to make informed travel decisions.
- Receives information from MICC staff and other Metro departments regarding (future planned) adjustments to service and generates alerts for scheduled disruptions and to enhance customer advocacy. Respecting Metro's communications protocols, uses judgement to craft appropriate customer messaging (e.g. snow detours, emergency detours, elevator/escalator outages) and promptly generates MetroAlerts and digital signage for both bus and rail. Confirms MetroAlerts messages are pushed to @MetroRailInfo and @MetroBusInfo social media accounts and Metro web page. Continuously adapts messaging using the appropriate MetroAlerts messaging guidelines to provide transparent and consistent messaging of service and system status, particularly during disruptions or incidents to Metro customers. Provides up-to-the-minute travel information and digital references for transit alternatives to impacted customers.
- Supports Communications Agent (CAs) in monitoring train control systems (AIM), BusETA, phone and other tools to identify, flag and elevate critical issues to UCCC leadership as needed. Coordinates with CAs to share incident details and ensure accuracy and consistency of information to be communicated on various platforms. Trains and mentors' new employees in the execution of duties.
The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision. Evaluation Criteria
- Develops and disseminates Metrobus and Metrorail customer communications plans including information for MetroAlerts, digital signage (Customer Electronic Information Display Signs (CEIDS), Kiosk Information Display System (KIDS)), Metro's website and Media Hotline.
- Provides regular reports to the Communications Manager UCCC (COMMS 1) on performance activities and future initiatives to maintain inter-departmental communications for purposes of tracking and goal setting.
- Generates and maintains in designated data base(s) or folder(s), incident intake forms, customer service-related social media complaints and responses and other required forms, logs and reports to fulfill regulatory or legal requirements and facilitate after-action reviews including incident investigation, causal analysis and safety audits.
Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.
Evaluation criteria may include one or more of the following:
- Skills and/or behavioral assessment
- Personal interview
- Verification of education and experience (including certifications and licenses)
- Criminal Background Check (a criminal conviction is not an automatic bar to employment)
- Medical examination including a drug and alcohol screening (for safety sensitive positions)
- Review of a current motor vehicle report
WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.
This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.