Digital Communications Specialist

Full Time
New York State Region
Posted 4 weeks ago

New York City Transit is looking for customer communicators with extensive social media experience to provide world class customer care for the millions of people we move each day.

Job Features

Job CategoryData Technology
Summary:New York City Transit is looking for customer communicators with extensive social media experience to provide world class customer care for the millions of people we move each day. In this role, you will translate information about current subway and bus service received from multiple channels into customer-facing communications and publish across multiple channels, including mta.info, MYmta and third-party apps, @NYCTSubway and @NYCTBus on Twitter, and screens in subway stations and on buses. You will also provide best-in-class social customer care – monitoring in-take queues, determining the best response approach, and providing support to customers until you’ve helped them get where they need to go, resolved their issue, or adequately addressed their concerns. As a customer advocate, you don’t just tweet, you get results. When customers encounter issues in their journey, you work with other teams to address them. Your work and ideas will help us identify root causes so that we can find sustainable solutions. There’s a high level of autonomy — you engage freely on behalf of NYCT — but you must be able to adhere to brand guidelines and protocol. You are also expected to evaluate current practices and recommend strategies and tactics to improve the way we keep customers informed. You perform in a high-volume, fast-paced environment and work collaboratively with other teams to ensure communications are timely, accurate, and consistent. Candidates should have experience in social content development, community management, high-volume customer service, and/or social media strategy, plus a strong interest in the transit system.
Responsibilities:Monitor New York City’s subway and bus services in real-time to determine customer impact Translate internal service change messages into customer facing communications and quickly publish to multiple channels Monitor social chatter, determine the best approach for individual customer queries, and respond accordingly, in plain language (non-jargon) and a conversational tone Escalate urgent issues to operations staff and senior leadership as needed Manage customer queries from start to finish, which may require follow up days later Seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services Able and available to work in a 24/7 environment that includes weekdays, overnight shifts, weekends and/or holidays as required
Education and Experience:1. A Bachelor's degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; or 2. An Associate's degree from an accredited college and three (3) years of satisfactory, full time experience in a customer service or public information capacity; or 3. A four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full time experience in a customer service or public information capacity; or 4. Education and/or experience equivalent to
Desired Skills:Quick and critical thinking. This role requires you to use good judgment managing multiple issues with varying degrees of complexity each day Experience in social content development, community management, or social media strategy, or ideally, all three Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging Ability to multitask and balance competing priorities efficiently High attention to detail and organizational skills Ability to operate quickly and efficiently in a high-pressure environment Strong knowledge of the MTA subway and bus network and services, or the ability to master Ability to work independently with little oversight as well as perform well in a team environment Flexible worker who collaborates well with peers and fosters a positive work place Exceptional listening, writing, and verbal communications skills Service-minded and empathetic to customer experience
Selection Method:Based on evaluation of education, skills, experience and interview. All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal. Appointment may be at a comparable level to current level of selected candidate.
Other Information:What it’s like to work at NYC Transit We’re tackling big challenges affecting millions of New Yorkers each day and transforming the customer experience. In addition to the huge impact you’ll have, you can enjoy: Competitive salary and health benefits Generous vacation leave Unlimited MetroCard Tuition reimbursement As an employee of MTA-NYC Transit, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $99,394 (this figure is subject to change) per year or if the position is designated as a policy maker.
How To Apply:Qualified applicants can submit an online application by visiting: https://hcm.mymta.info/psc/HCPRD/SELFSERVICE/HXMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?FOCUS=Applicant&FolderPath=PORTAL_ROOT_OBJECT.HC_HRS_CE_GBL2&IsFolder=false&IgnoreParamTempl=FolderPathIsFolder
Equal Employment Opportunity:MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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