GENERAL PURPOSE:

Under general direction, performs a full range of technical and practical functions to electronically produce and post customer notification information for Link light rail using various systems alerts such as public address (PA) and variable message announcements (VMA), email, text messaging, website rider, and automated phone system; provide rider alerts for Sounder and ST Express and monitor partner agencies systems to get real-time information (when available); monitors social media and provides customer service related responses; receive and interpret information regarding planned and unplanned incidents and activities that will have an impact on the customer’s use of Sound Transits fixed route services; assist Link Controllers with work logs and data entry; develops, implements, and provides training related to assigned area of responsibility; manages and updates Knowledge Base and other informational tools as necessary.

ESSENTIAL FUNCTIONS:
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

• Serves as Customer Service Link Coordinator responsible for producing and posting customer notification information for Link light rail using various systems alerts such as public address (PA) and variable message announcements (VMA), email, text messaging, website, and automated phone system.
• Provide rider alerts for all modes during non-peak periods, monitor partner agencies systems to get real-time information (when available).
• Collaborates with operations staff, security, station agents as needed during service disruptions.
• Coordinates with IT and Communications departments regarding technical operation of the agency websites and social/new media tools and communications.
• Partners with Communications and Service Planning staff for public communication of service delivery changes.
• Monitors social media and provides customer service related responses via Twitter or as directed.
• Assist Link Controllers with administrative task and updating incident logs as needed.
• Performs the more technical and complex tasks such as preparing weekly, monthly, and quarterly reports for the customer service division; analyzes, tracks, and reports on trends in customer comments.
• Serves as back-up Customer Service Duty Officer responsible for providing coverage 24 hours a day for all lines of business; posts rider alerts to the agency website, records phone alerts, emails subscription lists, and updates front line representatives such as contracted Security and Station Agents.
• Essential Functions will be added as needed related to the Customer Experience and/or Operational needs.
• It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
• It is the responsibility of all employees to integrate sustainability into everyday business practices.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience:
Associates Degree in communications, public affairs, business administration, public administration, or closely related field and three years of experience in a customer service environment that includes leading  projects/programs in a helpdesk or customer service oriented organization that includes heavy customer service problem resolution and response; OR an equivalent combination of education and experience.

Required Licenses or Certifications: 
None.

Required Knowledge of:
• Operations, services, and activities of assigned Customer Service and Information program(s) and project(s) area.
• Senior professional and/or technical expert knowledge of industry principles and practices for the area of responsibility including customer service principles and practices.
• Techniques to work effectively under pressure, meet deadlines, and adjust to changing priorities.
• Interpreting and applying applicable federal, state, and local policies, laws, and regulations.
• Principles of business letter writing and report preparation.
• Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
• Proficiency with online publishing tools and social media tools such as Twitter, Facebook, YouTube and other online tools.
• Principles and procedures of record keeping, preparing and analyzing data and comprehensive reports.

Required Skills:
• Demonstrating a positive customer service orientation with both internal and external clients.
• Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
• Analyze situations quickly and adopt an effective course of action, sometimes with incomplete information and under tight deadlines and pressure; able to make a quick decision.
• Ability to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect with speed and accuracy.
• Ability to effectively perform and clearly communicate in a high stress, rapidly changing environment.
• Ability to maintain composure; does not become defensive or irritated in times of stress or during emergency situations; does not show frustration when resisted or blocked; is a settling influence in a crisis.
• Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
• Applying appropriate oral and written communication techniques to various individuals ranging from Agency employees, the general public, elected officials, community leaders, and local, state, and federal agencies.
• Applying project management techniques and principles.
• Ability to quickly find common ground and solve problems for the good of all; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
• Ability to learn quickly when facing new problems; open to change; analyzes both successes and failures for clues to improvement.
• Ability to practice active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Must be able to work early mornings, nights, weekends, and holidays, (and split shifts as needed.)

Physical Demands / Work Environment: 
• Work is performed in a standard office environment.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
• The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)