Customer Service and Marketing Associate

ESSENTIAL DUTIES:

Under the direction of the Manager of Customer Service and Marketing:

• Provide direct and telephone assistance to customers in the resolution of complaints, comments, suggestions, transportation needs, etc.
• Take part in planning, creating, and executing social media strategies and materials to achieve agency goals.
• Assist with identifying riders and customers who may be a part of campaigns, telling our story, social media posts, and transit champions.
• Create and post events, detours, and campaigns on social media and alert systems as needed
• Perform outreach duties for booth events, public speaking engagements, and rider education and training opportunities.
• Assist with creating and facilitating internal events and programs.
• Work on customer related activities such as rider surveys, inventory of bus stops and signage, and distributing important information.
• Support general front office activities such as answering telephones, assisting walk-in customers, issuing Clipper Cards, on-site ticket sales, etc.
• Facilitate the Ticket Location program with the goal of expanding locations.

MINIMUM QUALIFICATIONS:

Education:

Completion of an Associate’s Degree or equivalent in an appropriate discipline. Experience in a related field may be substituted for education on a year-for-year basis.

Experience:

Two years of work experience in customer service, marketing, communication, or a closely related field desired. Experience speaking to groups is desired.

Knowledge and Skills:

• Basic knowledge of public transportation and its role in the community.
• Good public relations skills such as strong written and verbal skills are required.
• Knowledge of social media applications. Content creator or influencer experience a plus.
• Must be proficient in Microsoft Word, and Excel.
• Graphic and video editing skills a plus.
• Spanish speaking a plus.
• Experience speaking to groups or willingness to learn desired.
• Must be able to perform well under challenging circumstances and maintain professionalism with the public.
• Ability to prioritize work and complete tasks without direction with a commitment to accuracy, strong organizational skills, and a flexible attitude.
• Flexible work schedule required.

Adaptability

Involves working flexible hours including weekends, nights and holidays depending on agency needs. Manager will, in most cases, provide advance warning and work with Associate on hours/schedules.

EXAMPLES OF DUTIES:

• Collaborate to identify, create, and implement social media campaigns to help drive ridership, awareness of services, agency programs and rider experience assets for key audiences including commuters, youth, and general public.
• Assist Manager with identifying riders and customers who may be a part of TDT campaigns, telling our story, social media posts, and transit champions. Maintain organized libraries of marketing assets, templates, videos, and brand materials.
• Represent Tri Delta Transit at booth events, public speaking engagements, rider education, training opportunities, and other opportunities as needed.
• Assist with research and surveys that will be the basis of strategic planning, annual reports, and the Customer Experience Action Plan.
• Create rider communications as needed. Assist in monitoring agency assets to ensure information is current in various locations.
• Help create, plan, and facilitate themed internal events/meetings, including ordering food and supplies, set up, clean up, and so forth.
• Organize and distribute employee birthday and anniversary program.
• Work with Manager on monthly internal newsletter.
• Take, investigate, and respond to customer complaints and inquiries.
• Oversee and manage commendation program and contractor incentive programs.
• Assist with website maintenance.
• Act as lead in administering alerts for detours, system changes, and so forth.
• Administer Class Pass program and plan Class Pass trips as needed.
• Oversee distribution of schedules in the community.
• Oversee and facilitate Ticket Connection program and distribution of bulk ticket sales.
• Communicate Tri Delta Watch reports to appropriate departments, such as repair requests to Facilities.
• Other special projects and duties as assigned.