Communications Specialist

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3 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
• Assists large groups ( > 10 people) in choos ing train routes that will best accommodate group size
• Assists in responding to GoTrains emails as needed
• Provide 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
• Revises incoming incident reports as needed and reports potentially costly incidents to management ; process es small claims regarding damaged property as needed
• Works with Service Contractor (Keolis), affected passengers , and the Court to coordinate the fare evasion summons process
• Trains 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
• P…