Senior Customer Engagement Representative (10:30am - 7:pm Shift)

Location
Washington D.C.
Posted
Sep 11, 2018
Closes
Oct 11, 2018
Function
Other
Hours
Full Time
Job Description

MINIMUM QUALIFICATIONS

Education 
Graduation from an accredited college or university with a Bachelor’s degree in Public Relations, Communications, Public Administration, Public Affairs, Journalism or related field.

Experience 
Minimum (4) years of experience in a customer contact or customer service environment. 
Minimum (2) years of progressively responsible experience in delivering customer contact resolution via social media channels.

Certification/Licensure 

Preferred 
Customer service experience in transportation or travel.

Medical Group:
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.

SUMMARY
The role of the Sr. Customer Engagement Representative is to provide support, guidance and leadership to the Social Media team (Customer Engagement Representatives) in conjunction with the Call Center Supervisor.  This position engages and responds to customers via both traditional and non-traditional channels such as phone, email, chat, social media and text.  The incumbent is responsible for communication with and providing current, accurate information to customers in response to inquiries, comments, complaints and suggestions.  The Sr. Customer Engagement Representative is skilled at working and writing effectively under short deadlines in high pressure crisis situations with considerable latitude for independent judgment in formulating responses to customers across highly visible channels.   This role also functions as a resource for junior members of the team providing coaching, training and direction, as needed.

ESSENTIAL FUNCTIONS 

Monitors and responds to customer inquiries across a variety of channels including phone, email, chat, text, and social media.

Communicates across all contact channels in a professional and organized manner, in easily understood language for the customer using communication norms relevant to each contact channel (Twitter, Facebook, chat, email, and phone).

Ensures that communications support WMATA brand image and operations.

Handles non-standard, complex customer issues and escalates potentially sensitive or highly visible customer contacts to management for organizational awareness as appropriate.

Maintains ownership of escalated cases and ensures a timely response to the customer within prescribed service levels.

Accurately captures all necessary customer data and supporting information when logging customer complaints, comments, suggestions, and Lost & Found inquiries in the Customer Relationship Management System.

Engages with customers proactively across all contact channels to promote positive two-way communication and gather feedback and input on emerging service trends.

Maintain an up to date knowledge on social media trends and make recommendations to management about customer engagement in newly emerging channels.  Assists with the development of engagement methodology.

Supports and contributes to WMATA efforts to build the social community and increase the number of followers.

Contributes to the achievement of team/department level key performance indicators including response time, service level for various contact channels, first contact resolution, and customer satisfaction with the customer contact center.

Uses all available resources, and considerable latitude in judgement, to resolve customer inquiries, complaints, comments, and suggestions on the initial point of contact.

Establishes and maintains an effective liaison with both the Rail and Bus Operations Control Center Superintendents and other personnel and other offices to facilitate rapid response to customer inquiries.

Provide coaching, guidance, training and serve as an escalation point to Customer Engagement Representatives.

Responds to and supports team particularly during inclement weather, emergencies and whenever needed in a 24/7 - operation work environment.

Produce reporting to supervisor on team performance activities and future initiatives.

The essential duties 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:
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:

  • Personal Interview 
  • Skills Assessments 
  • Verification of education and experience 
  • Criminal Background Check 
  • Successful completion of a medical examination including a drug and alcohol screening 
  • Review of a current Motor Vehicle Report

Closing:
Washington Metropolitan Area Transit Authority, a Federal contractor, is an Equal Opportunity / Affirmative Action employer.  All qualified applicants receive consideration for employment without regard to race, color, creed, religion, national origin, sex, gender, gender identity, age, sexual orientation, genetic information, physical or mental disability, or status as a protected veteran, or any other status protected by applicable federal law, except where a bona fide occupational qualification exists.  Our hiring process is designed to be accessible and free from discrimination.
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
 

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