Senior Operation Communications Representative (3rd shift 8pm-6:30am)

Summary

This position supports a 24 hours per day/7 days a week transit operation. The typical work schedule is 10-hour shifts, 4 days per week. Shift differential offered for 2nd shift (3pm-1:30am) and 3rd shift (8pm-6:30am).

Purpose Of Role

Monitor and facilitate real-time communication of service updates to stakeholders.

Minimum Qualifications & Requirements

• Associate's Degree in communications, service operations, or a related field and two (2) years of experience in: Operations communications and real-time alert management
  Customer service communication and social media interaction
  Multimedia content support and event communication
  Or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

Additional education cannot be substituted for experience.

Licensing/Certification Requirements

None required.

Examples Of Duties / Knowledge & Skills

• Monitor communication channels, including the Supervisory Control And Data Acquisition (SCADA) system for service and safety disruptions and the Alert VM application to converse with riders and triage alerts and incident reports.
• Distribute and facilitate service update communications internally and externally and coordinate communication within the Agency with operations, customer service, and safety and security staff.
• Develop content for various Agency communication channels, including creating blog articles; draft and push real-time public service alerts; and respond to customer comments on social media platforms and complaints.
• Prepare various correspondence, metrics, and reports for management.
• Support other communication efforts (e.g., video editing, podcasting, on hold messaging, etc.).
• Complete special projects and provide additional office or field support during events as necessary.

Knowledge Of Required Knowledge & Skills:

• Fundamental grasp of real-time operational communication processes and theories.
• Essential understanding of monitoring SCADA and alert system processes.
• Introductory awareness of public service alert drafting and distribution methodologies.
• Basic knowledge of customer feedback response and social media interaction practices.
• Understanding of communication reporting and metric preparation procedures.
• Familiarity with multimedia production support theories.
• Basic application of event communication support processes.
• Using a computer and related software.

Skill In:

• Monitoring communication and alert systems effectively.
• Distributing service updates to internal and external audiences.
• Drafting and publishing real-time public alerts.
• Responding to customer feedback and social media comments.
• Preparing reports and communication metrics.
• Supporting multimedia production activities.
• Providing communication support during events.
• Communication and interpersonal skills to exchange information and receive work direction.

Physical Demands / Work Environment

• Work is performed in a typical office setting with routine use of standard office equipment.
• This role is sedentary, requiring the physical exertion of up to 10 lbs. occasionally or negligible weights frequently; sitting most of the time.
• This role typically requires sitting, handling, fine dexterity, visual acuity, hearing, speaking, walking, standing, lifting, carrying, pushing/pulling, reaching, twisting, time pressure, tedious or exacting work, changing of tasks, multitasking, irregular work schedule/overtime, and working with others on a team.
• This role also experiences seasonal exposure to extreme temperatures and wetness/humidity.

Valley Metro is a Drug-Free Workplace and an Equal Opportunity Employer.