Transit Communications and Customer Service Specialist

Town of Blacksburg   Blacksburg, VA   Full-time     Call Center / Customer Service
Posted on January 23, 2023
Apply Now
General Definition of Work

The Transit Communications and Customer Service Specialist performs skilled work in the development and execution of ridership promotions and informational programming. This position is responsible for responding to customer feedback, developing and maintaining external communications, managing department’s social media presence and customer engagement, and managing recruitment media programming for operators. Work is performed under the supervision of the CCS Coordinator. This position is classified as an essential position during designated planned or unplanned events.


Shift: Monday - Friday 8am - 5pm
         Occasional hours outside regular shift
 

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.

 

  • Assists in the research, analysis, and strategic planning in the development of annual communications and customer support plans
  • Assists with the execution of special projects and the research and development of content for industry award applications
  • Assists with planning, development, and execution of ridership attainment/maintenance programming
  • Responds to customer feedback and requests for information by receiving, reviewing, and responding directly to the customer; coordinates with other staff members as appropriate
  • Coordinates the public input program by planning, executing, and collating public input twice per year
  • Develops and maintains external communications content including website, press releases, and media interviews
  • Serves as the contact for media inquiries when directed by the CCS Coordinator
  • Develops content and coordinates the execution of internal communications as assigned
  • Assists coworkers in the development of presentations with appropriate content for both internal and external audiences
  • Manages the department’s social media presence, with focus on proactive engagement with customers and growth of followers on all channels
  • Researches and manages the department’s participation in external events including community outreach/educational programs; participates in events as assigned
  • Researches, develops, and executes the annual Operator attainment advertising plan
  • Assists in the management and approvals for the use of branding and marketing materials by internal and external individuals

 

Knowledge, Skills, and Abilities

  • General knowledge of marketing, communications, public relations techniques, system organization, and operations and analytic tools/data
  • Thorough knowledge of promotional and technical writing, publishing, and graphic design techniques
  • 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 with attention to detail
  • Ability to establish and maintain effective working relationships with associates, community agencies, businesses, media, vendors and the general public

 Education and Experience

  • High School Diploma or GED certification required
  • Bachelor’s degree with coursework in business, marketing, or related field and moderate experience in marketing or communications, 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)

The Town of Blacksburg offers a wide range of benefits.
Read more about what we offer here.