Communications Specialist

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2 days ago Requisition

Salary Range: $73,363.78 To $95,372.92 Annually

Reports to: Manager of Rail Operations

FLSA Status: Non-exempt

Provides excellent and prompt passenger support service in a variety of areas . Communicates service disruption information to public as needed across a variety of platforms and mediums. Collects and communicates operational data ( e.g. ridership, on-time performance, parking and bicycle data, etc.), and performs general administrative tasks and responsibilities for the division of Rail Operations . Additionally, after successful complet ion of required training, monitors train service via TRIP and CSX/NS screens and communica tes and coordinates with host railroads, VRE and contractor staff, and the public —as well as performs full-systems check prior to a.m. and p.m. service.

Provides excellent and prompt passenger support via phone, email, and in person by disseminating information and responding to inquiries related to fare and ticket prices, schedules, train status , commuter trip planning and connecting services, station locations and directions

Aids passengers in understand ing how to use Smart Benefits and other employer transit benefits

Assists eligible individuals in receiv ing reduced fare pricing through the Reduced Fare Eligibility Program

A ssist s large groups ( > 10 people) in choos ing train routes that will best accommodate group size

Assists in responding to GoTrains emails as needed

P rovide s information to the public in the event of a service disruption via various channels ( w ebsite, Train Talk, s ocial m edia platforms , VMS, IVR, etc.)

Handles crisis communications as required

Processes and responds to lost and found item s and lost ticke t s , prepares related reports and reissues tickets

Processes passenger reimbursements and refund requests

Posts and reports operational data to include ridership, on-time performance, parking and bicycle data, mobile ticketing usage, Smart Benefits us age, and incoming call volume and subject

Monitors fare collection system status and r eport s outages to senior Rail Operations staff members

Performs general administrative duties to include processing incoming and outgoing mail, routing correspondence, and performing opening and closing office procedures

R eview s incoming incident reports as needed and reports potentially costly incidents to management ; process es small claims regarding damaged property as needed

Work s with Service Contractor (Keolis), affected passengers , and the Court to coordinate the fare evasion summons process

T rain s new communications staff on passenger support

Participates in and provides support for public outreach and other events to include Customer Service Surveys, Santa Train events , Manassas Railway Festival, Clifton Day and Meet the Management events

Promotes and contributes to a positive customer service experience

Maintains a healthy and safe working environment

Embraces and promotes a diverse and inclusive workplace and culture

Performs other duties and responsibilities as assigned

Upon completion of required training:

Monitors train service via TRIP and CSX/NS screens and informs staff and host railroads of any potential issues, and coordinates with host railroads, VRE and contractor staff during service disruptions

Performs full systems check prior to each morning and afternoon service

Knowledge of customer service principles and best practices and ability to generate high levels of customer satisfaction

Proficiency using technology , systems, and tools to include Microsoft Office Suite, website platforms, and social media platforms

Excellent written and oral communication skills, including ability to present information orally and in writing

Keen attention to detail

Ability to accurately organize and maintain paper documents and electronic files

Professionalism and skill in dealing effectively with diverse individuals at all levels of the organization, as well as with external stakeholders and customers

Ability to work both independently and as part of multi-disciplinary departmental teams, and to respond to a variety of conditions without direct supervision

Ability to handle stress, maintain an even temperament and demonstrate…