Associate Transit Customer Service Specialist Series (Digital Communications Specialist)
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About The Position
The Associate Transit Customer Service Specialist Series (Digital Communications Specialist) position at the NYC Transit Authority is designed for individuals who are passionate about customer service and have a strong background in digital communications and social media. This role is pivotal in ensuring that millions of commuters receive timely and accurate information regarding subway and bus services. The selected candidate will be responsible for translating internal service change messages into customer-facing communications and disseminating this information across various platforms, including the MTA website, the MTA app, and social media channels such as Twitter. In this fast-paced environment, the Digital Communications Specialist will monitor real-time service updates and customer inquiries, providing best-in-class social customer care. This involves assessing customer queries, determining the most effective response strategies, and ensuring that all communications adhere to brand guidelines. The role requires a proactive approach to identifying root causes of customer issues and collaborating with other teams to implement sustainable solutions. The candidate will also be expected to evaluate current practices and recommend improvements to enhance customer communication strategies. The position demands a high level of autonomy, as the specialist will engage directly with customers on behalf of NYCT, while also working collaboratively with various departments to ensure that communications are consistent and accurate. Candidates should possess a strong interest in the transit system and have experience in social content development, community management, and high-volume customer service. The role requires flexibility, as it involves working varied shifts, including nights, weekends, and holidays, to meet the needs of the transit system and its customers.
