Operations Communications Specialist
Valley Metro - Tempe, Arizona, us, 85285![Valley Metro](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
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Overview
Communications
Team members to work out of our Light Rail Operations Control Center (OCC). This is a critical position for rider communications as we continue to expand service across the Valley!The
Operations Communications Specialist
is responsible for receiving and responding to light rail, streetcar, bus service, and security notifications from the Operations Control Center. This position provides incident and service notifications to riders, as well as responds to reports provided by riders through mobile/online application(s). Responsive to customers, media and Valley Metro and member city leadership, and liaisons between operations and security staff co-located inside the Operations Control Center. Position uses a variety of communication channels and technology platforms to provide real-time service information and utilizes communication skills to write Agency blogs and may work on Agency podcasts.As a member of the Valley Metro’s Communications and Strategic Initiatives team, demonstrates the Agency’s Core Values of Whatever It Takes, Team Player and Positive Customer Care/Service in performance of daily duties.Valley Metro is an Equal Opportunity/Affirmative Action employer.Associates Degree from an accredited college or university in Communications, Business Administration, Transportation or related fieldThree (3) years of external communications and/or customer service experience with a demonstrated ability to communicate information accurately; to speak clearly and concisely; to write accurately and succinctly according to the audience; to understand and follow instructions; and ability to function effectively during emergencies, stressful situations, and periods of heavy communication traffic.Position requires self-motivation with sound judgment, discretion, and good time management skills; and the ability to handle calls from the public and other agencies in a professional manner.Must be willing to work in the field, on occasion, for special events.OR an equivalent combination of education and appropriate related experience may be considered.Bilingual (Spanish) preferred.This position supports transit operations 24 hours per day/7 days a week. Incumbents must be available to work various shifts, with various days off and variable work hours, including holidays.Background Investigation: Employment is contingent upon the results of a background check.The statements listed below describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.Triages and responds to alerts from the safety & security mobile app and texting service, which includes being responsive to customers, providing direction to operations and security staff, communicating--as needed--to the larger ridership and using discernment and training to determine the best course of action.Identifies message classification and priority based on the information gathered during the triage.Provides real-time bus and rail service alerts using custom messaging and a rider profile dashboard that pushes notifications via web, SMS, email and Valley Metro mobile application(s). Populates other communication channels – website and social media – with planned and unplanned service alert information.Provides additional customer service and communication support during incidents that affect bus and rail service, including creating verbal announcements, informing Customer Service staff, sharing with Valley Metro and member city leadership and responding to any news or social media inquiries.Monitors multiple communications channels and notification services and responds with accurate and timely information, in friendly, helpful tone.Collaborates with operations, security and Customer Service staff to create seamless communication and effectively manage a service or security disruption.Transitions into the field, as necessary, to support customer communication and Operations.Supports the development of content for agency communication channels, including blog and newsletter content, service and/or rider promotions, rider testimonials, news releases, internal communications, etc.Prepares a variety of reports and correspondence for management review. This may include documentation and metrics.Performs other duties as assigned.KNOWLEDGE & SKILLS:Knowledge of:Clear and effective communications;Digital communications;Customer service principles and practices;Media relations principles and practices.Skill in:Customer service;Strong writing;Computer proficiency, including online and social media tools;Ability to multi-task, remain calm under pressure and work in a rapidly changing environment;Ability to pick up on things quickly and think on your toes;Ability to absorb technical information and translate for the general public;Willingness to learn a new industry and be a lifelong learner;Collaboration and teamwork, across divisions and work styles;Relationship building and management;Strong interpersonal skills;Active listening;Prioritizing workload;Problem-solving and taking initiative.Physical Demands:
Positions in this class typically require: reaching, standing, walking, driving, grasping, talking, hearing and seeing.Work Environment:
Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
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