Metropolitan Transportation Authority
Digital Communications Specialist
New York City Transit is looking for customer communicators with extensive social media experience to provide world class customer care for the millions of people we move each day. In this role, you will translate information about current subway and bus service received from multiple channels into customer-facing communications and publish across multiple channels, including mta.info, MYmta and third-party apps, @NYCTSubway and @NYCTBus on Twitter, and screens in subway stations and on buses.
You will also provide best-in-class social customer care – monitoring in-take queues, determining the best response approach, and providing support to customers until you’ve helped them get where they need to go, resolved their issue, or adequately addressed their concerns.
As a customer advocate, you don’t just tweet, you get results. When customers encounter issues in their journey, you work with other teams to address them. Your work and ideas will help us identify root causes so that we can find sustainable solutions. There’s a high level of autonomy — you engage freely on behalf of NYCT — but you must be able to adhere to brand guidelines and protocol. You are also expected to evaluate current practices and recommend strategies and tactics to improve the way we keep customers informed.
You perform in a high-volume, fast-paced environment and work collaboratively with other teams to ensure communications are timely, accurate, and consistent. Candidates should have experience in social content development, community management, high-volume customer service, and/or social media strategy, plus a strong interest in the transit system.
Associate Transit Customer Service Specialist I, (OA): $55,011 – $71,075
Associate Transit Customer Service Specialist II, (OA): $61,925 – $80,323
Associate Transit Customer Service Specialist I, (TA): $57,653 – $74,489
Associate Transit Customer Service Specialist II, (TA): $75,719 – $94,343
Associate Transit Customer Service Specialist II, (TA) Ops: $64,088- $83,128
The selected incumbent will monitor New York City’s subway and bus services in real-time to determine customer impact, translate internal service change messages into customer facing communications and quickly publish to multiple channels, monitor social chatter, determine the best approach for individual customer queries, and respond accordingly, in plain language (non-jargon) and a conversational tone. The selected incumbent will also escalate urgent issues to operations staff and senior leadership as needed, manage customer queries from start to finish, which may require follow up days later, seek opportunities for improving proactive service communications, brand building, and storytelling for all NYCT services. The selected must be able and available to work in a 24/7 environment that includes weekdays, overnight shifts, weekends and/or holidays as required.
Education and Experience
A bachelor’s degree from an accredited college and two (2) years of satisfactory, full-time experience in a customer service or public information capacity; Or
An associate’s degree from an accredited college and three (3) years of satisfactory, full time experience in a customer service or public information capacity; Or
A four-year high school diploma or its educational equivalent and four (4) years of satisfactory, full time experience in a customer service or public information capacity; Or
Education and/or experience equivalent to “1”, “2”, or “3” above.
Quick and critical thinking. This role requires you to use good judgment managing multiple issues with varying degrees of complexity each day
Experience in social content development, community management, or social media strategy, or ideally, all three
Demonstrated ability to gather, assess, and distill complex information and create customer-focused messaging
Ability to multitask and balance competing priorities efficiently
High attention to detail and organizational skills
Ability to operate quickly and efficiently in a high-pressure environment
Strong knowledge of the MTA subway and bus network and services, or the ability to master
Ability to work independently with little oversight as well as perform well in a team environment
Flexible worker who collaborates well with peers and fosters a positive work place
Exceptional listening, writing, and verbal communications skills
Service-minded and empathetic to customer experience
Based on evaluation of education, skills, experience and interview.
ALL APPOINTMENTS, WITH THE EXCEPTION OF THE DEPARTMENT OF SUBWAYS EMPLOYEES ON MABSTOA PAYROLL, WILL BE MADE ON THE NYCT PAYROLL.
Appointment may be at a comparable level to current level of selected candidate.
As an employee of MTA-NYC Transit, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $101,379 (this figure is subject to change) per year or if the position is designated as a policy maker.
To apply for this job please visit hcm.mymta.info.