Transit Communications and Customer Service Coordinator
Full-time 18 hours ago Full Job Description General Definition of Work The Transit Communications and Customer Service Coordinator performs advanced skilled work managing incremental revenue-generating programs, external/internal communications content and platforms, and is responsible for overall customer relations.
Work is performed under the supervision of the Communications and Customer Service Manager.
Supervision is exercised over assigned staff.
This position is classified as an essential position during designated planned and unplanned events.
Shift:
Monday - Friday 8 am - 5 pm This position is not eligible for tele-work The Town of Blacksburg is an EEO Employer M/F/D/V Essential Functions To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
Supervises the front desk reception area/customer service staff and CCS Specialist position Manages the incremental revenue programming including the development of goals, policies, and client relationships with some executional duties Researches and develops new and innovative programming for revenue generation Conducts research, analysis, and strategic planning in the development of an annual CCS work plan; executes said plans in response to staff, customer, and stakeholder needs Coordinates the department's communications efforts both internal and external via content development and management of all communications platforms.
These communications efforts include both proactive delivery of service information and reactive communications addressing customer/stakeholder/media feedback and questions.
Responsible for protecting the integrity of the brand, brand equity, and the department's image in both internal and external applications Conducts research and, as appropriate, develops targeted initiatives to attract and maintain riders Participates in route analysis, ridership analysis, and assists in planning efforts for routes/operational services with special emphasis on the customer perspective Participates in the internal development of customer-facing communication platforms with special emphasis on customer perspective Assists the CCS Manager in special projects as assigned Knowledge, Skills, and Abilities General knowledge of marketing, communications and public relations techniques Thorough knowledge of the system organization and operations Thorough knowledge of promotional and technical writing, publishing and graphic design techniques, as well as, the use of analytic tools and data Ability to operate desktop publishing and other related software Ability to prepare clear and comprehensive financial and administrative reports Ability to communicate ideas clearly and concisely both orally and in writing Ability to establish and maintain effective working relationships with associates, community agencies, businesses, media, vendors and the general public Education and Experience Bachelor's degree with coursework in business, public relations, marketing, or related field and moderate experience in marketing and general office skills, or equivalent combination of education and experience Special Requirements Valid driver's license in the Commonwealth of Virginia with a satisfactory driving record Physical Requirements This work requires the occasional exertion of up to 10 pounds of force Work regularly requires sitting, frequently requires speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires standing, walking and lifting Work has standard vision requirements Vocal communication is required for expressing or exchanging ideas by means of the spoken word Hearing is required to perceive information at normal spoken word levels Work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts and operating motor vehicles or equipment; work has no exposure to environmental conditions Work is generally in a quiet location (e.
g.
library, private offices).
Estimated Salary: $20 to $28 per hour based on qualifications.
Work is performed under the supervision of the Communications and Customer Service Manager.
Supervision is exercised over assigned staff.
This position is classified as an essential position during designated planned and unplanned events.
Shift:
Monday - Friday 8 am - 5 pm This position is not eligible for tele-work The Town of Blacksburg is an EEO Employer M/F/D/V Essential Functions To perform this job successfully, an individual must be able to perform each essential function satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required.
Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
Supervises the front desk reception area/customer service staff and CCS Specialist position Manages the incremental revenue programming including the development of goals, policies, and client relationships with some executional duties Researches and develops new and innovative programming for revenue generation Conducts research, analysis, and strategic planning in the development of an annual CCS work plan; executes said plans in response to staff, customer, and stakeholder needs Coordinates the department's communications efforts both internal and external via content development and management of all communications platforms.
These communications efforts include both proactive delivery of service information and reactive communications addressing customer/stakeholder/media feedback and questions.
Responsible for protecting the integrity of the brand, brand equity, and the department's image in both internal and external applications Conducts research and, as appropriate, develops targeted initiatives to attract and maintain riders Participates in route analysis, ridership analysis, and assists in planning efforts for routes/operational services with special emphasis on the customer perspective Participates in the internal development of customer-facing communication platforms with special emphasis on customer perspective Assists the CCS Manager in special projects as assigned Knowledge, Skills, and Abilities General knowledge of marketing, communications and public relations techniques Thorough knowledge of the system organization and operations Thorough knowledge of promotional and technical writing, publishing and graphic design techniques, as well as, the use of analytic tools and data Ability to operate desktop publishing and other related software Ability to prepare clear and comprehensive financial and administrative reports Ability to communicate ideas clearly and concisely both orally and in writing Ability to establish and maintain effective working relationships with associates, community agencies, businesses, media, vendors and the general public Education and Experience Bachelor's degree with coursework in business, public relations, marketing, or related field and moderate experience in marketing and general office skills, or equivalent combination of education and experience Special Requirements Valid driver's license in the Commonwealth of Virginia with a satisfactory driving record Physical Requirements This work requires the occasional exertion of up to 10 pounds of force Work regularly requires sitting, frequently requires speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires standing, walking and lifting Work has standard vision requirements Vocal communication is required for expressing or exchanging ideas by means of the spoken word Hearing is required to perceive information at normal spoken word levels Work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts and operating motor vehicles or equipment; work has no exposure to environmental conditions Work is generally in a quiet location (e.
g.
library, private offices).
Estimated Salary: $20 to $28 per hour based on qualifications.
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