South West Transit Association is hiring: Public Relations Customer Advocate in

Job Title: Public Relations Customer Advocate

FLSA Status: Non-Exempt

Work Location: 602 N. Staples, location varies

Department: Public Relations

Reports To: Managing Director of Public Relations

Grade: 21

Salary: $25.67 - $41.84

General Summary: Under the general direction of the Managing Director of Public Relations, this position is responsible for ensuring customer satisfaction with inquiries or resolution of customer complaints. In addition, this position will proactively be the agency's customer outreach advocate.

Essential Duties and Responsibilities:

1. Conducts travel training for the CCRTA and assists individuals, including seniors and people with disabilities, in using public transportation safely and independently.
2. Responsible for customer outreach by creating and assisting with events to promote the agency’s outreach efforts.
3. Attends special events during the day, evening, and weekends, giving presentations as needed.
4. Assists with gathering, verifying, coordinating, and disseminating information in conjunction with the Texas Public Information Act.
5. Provides customers with information about the benefits of riding with the CCRTA.
6. Obtains customer information and public opinion through surveys.
7. Identifies the target audience and engages with internal and external stakeholders.
8. Produces key messages aligned with the agency’s goals and objectives.
9. Assists with campaigns and manages customer communications.
10. Coordinates and executes customer-related events.
11. Responds to inquiries or complaints from customers, Veterans, seniors, and students.
12. Provides reports to the Managing Director of Public Relations on outreach events.
13. Prepares and implements promotional campaigns to raise awareness of transit services.
14. Supports public involvement activities.
15. Performs other job-related duties as assigned.

Qualifications:

Knowledge, Skills & Abilities:

1. Customer Service principles and practices.
2. Knowledge of public speaking.
3. Knowledge of CCRTA’s transportation system.
4. Fosters a positive work environment.
5. Exercises independent judgment and responsible decision-making.
6. Deals with conflict and stressful situations.
7. Complies with CCRTA policies and procedures.
8. Maintains confidentiality regarding CCRTA-related business information.
9. Strong analytical, problem-solving, and negotiation skills.
10. Excellent interpersonal relationship and teambuilding skills.
11. Effectively communicates in English and Spanish, both verbally and in writing.
12. Proficiency in Microsoft Excel and Word.
13. Familiarity with Microsoft Access and PowerPoint.

Physical Requirements:

Standard physical activity includes sitting, standing, and walking. Essential functions require maintaining physical conditions necessary to carry/lift/push or pull loads up to 10 lbs.

Working Conditions:

Works primarily in a climate-controlled office environment. The average amount of overtime and extended work hours may be required. The noise level is usually moderate, and the employee may occasionally work in outside-weather conditions.

Experience and Training:

This position requires any equivalent combination of training, education, and experience that provides the individual with the required knowledge, skills, and abilities to perform the job.

Education: Associate’s degree in business administration, Public Administration, or a related field.

Experience: Minimum of two (2) years’ experience in a related field or customer service experience. Previous knowledge of CCRTA bus routes and services, and experience with special needs individuals is preferred.

License or certificate: Possession of a valid TX Driver’s License is required. Certifications in Travel Training or related fields are a plus.

CCRTA is proud to be an Equal Employment Opportunity Employer, supporting diversity in the workplace.