Customer Communications Associate

Roles and Responsibilities

• Codifies the dissemination of rail, bus and light rail messages regarding the status of service and the impacts of service disruptions.
• Updates content on NJ TRANSIT’s X handle as needed, coordinating message development with Public Information staff.
• Maintains situational awareness through monitoring social media chatter and engaging with customers if necessary.
• Coordinates with the Customer Experience Department to conduct tests of PA announcements at stations and terminals.
• Ensures PA Operator staff makes appropriate announcements at regular intervals during events outside of normal operations.
• Guarantees messages are sent to all appropriate customer communication channels, including social media, website, mobile app, station monitors, DepartureVision, My Transit alerts, and on-board personnel.
• Updates service changes in appropriate applications when adjustments are made to ensure customer information sources like DepartureVision reflect accurate service information.
• Communicates regarding cross-honoring decisions and ensures customers receive appropriate messages when cross-honoring ends and regular service resumes.

Education, Experience, and Qualifications

• Bachelor’s Degree in Communications, Journalism, Business Administration, or related area, and three (3) years of applied experience in customer communications, public relations, or related field.
• One year of closely related experience can be substituted for each year of education required.

Knowledge and Skills

• MS Office Skills, including web-based systems.
• Excellent interpersonal, written, verbal, and communication skills.
• Familiarity with social media platforms, such as X.

Working Environment

• Must be able to work all shifts, including weekends, nights, holidays, and special events.
• This position is classified as a critical operations and customer support function and will be required to report to work during adverse weather or commuting conditions.

Pay and Benefits

• 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.

About the Role

This role involves managing various communication channels, resolving customer issues, analyzing customer feedback, and implementing strategies to improve customer satisfaction and loyalty.

Benefits

At NJ Transit, you will enjoy a competitive salary and excellent benefits package, including:

• 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.