CUSTOMER OUTREACH SPECIALIST
SALARY: $53,894.00 – $67,368.00 Annually
OPENING DATE: 01/11/17
CLOSING DATE: 01/25/17, 5:00 PM
The Customer Outreach Specialist plans, coordinates, and oversees customer/rider-focused outreach strategies designed to increase awareness of Sound Transit’s services in their assigned territory, including Snohomish County, North King County and East King County. As a lead for the agency’s Commute Trip Reduction program, this individual will be responsible for developing relationships with key community groups and major employers in their assigned geographic corridors, publicizing Sound Transit services in order to build and maintain ridership. The Customer Outreach Specialist collaborates with numerous partners, the general public and internal staff. Responsibilities include promoting services through public forums such as fairs and festivals, deploying various engagement tools in the field, and disseminating agency information to target audiences in order to achieve marketing and business development goals. This position spends up to 50% of the time out in the field working directly with the community. A successful candidate will be innovative, collaborative, enjoys building/expanding outreach programs, and has experience working with a diverse urban population. Knowledge of or exposure to public transportation systems is a plus.
Note: The position is expected to work occasional weekend and evening events.
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
• Oversees customer outreach programs for assigned geographic areas; develops and implements rider-focused outreach plans, strategic communications, and customer engagement tools; and updates tools/plans as necessary.
• Serves as lead for assigned projects; leads, coordinates, schedules, assigns and inspects the daily work activities of staff, interns and consultants assigned to customer outreach projects; and performs the more technical and complex tasks of customer outreach team.
• Serves as subject-matter expert on Sound Transit services and fare structures as well as on regional ORCA card program, including pass types and pricing structures.
• Keeps abreast of agency service changes/service launches, fare changes, ORCA program/pass changes, new agency programs, marketing opportunities, major business relocations, and transit partner changes; and identifies opportunities to promote Sound Transit’s services in a timely manner.
• Serves as the lead for customer outreach programs to target audiences in assigned geographic areas and interacts with the public at a variety of outreach events, educating them about transit and ORCA use, explaining any service and fare changes, helping them with trip planning, and engaging with them by utilizing various customer engagement tools.
• Builds and maintains internal and external relationships focused on ridership development with staff and stakeholders from transit partners, civic organizations and community groups within assigned geographic areas; attends various community and coalition meetings to stay informed about community needs and opportunities to promote transit services; presents at community meetings as needed.
• Serves as the lead for agency’s Commute Trip Reduction (CTR) program; develops and maintains strong relationships with major employers in assigned geographic areas; disseminates timely service-related information and marketing promotions to CTR network; schedules and staffs agency appearances at employer transportation fairs, deciding which engagement tools to deploy; presents at transportation fairs as needed.
• Serves as project manager for any required public involvement related to service changes and fare changes, coordinating with other departments as needed and managing outreach budget; develops outreach plans for public comment processes, helping determine best ways to involve the public; develops outreach publicity and advertising plan; determines format and materials for public Open Houses; books venues and helps with staffing.
• Oversees and participates in the development and maintenance of customer outreach materials and calendars for assigned projects and activities; works with peers in Communications & External Affairs department as needed to create and update a variety of public information/outreach materials including webpages, flyers, fact sheets, surveys, booth signage and displays, and engagement tools.
• Plans and staffs a variety of customer outreach events, including community fairs/festivals, employer transportation fairs, special events, open houses, public hearings, street teams, rider appreciations/outreach, and sponsorship events; provides information related to areas of assignment, determining most appropriate materials and engagement tools for each activity; determines any volunteer needs; organizes and trains staff/volunteers attending events; coordinates schedules and logistics with other ST staff, partner agencies, consultants, and other outside stakeholders.
• Responds to public inquiries and provides customer information in a timely and courteous manner; provides appropriate information within the area of assignment; responds quickly and effectively to incoming call/emails regarding questions, comments or complaints; tracks Customer Outreach issues in Customer Relations Management (CRM) database.
• Sets up tracking systems and processes that enable others to use and adapt outreach materials in a convenient and timely manner; effectively tracks outreach appearances and projects on an ongoing basis; produces and prepares outreach metrics and reports as needed.
• Provides support to the Communication and External Affairs department on matters as directed; serves as staff on a variety of committees as assigned; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings; maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate; ensures processes, policies and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
• Other duties as assigned.
Education and Experience:
Bachelor’s Degree in public relations, public affairs, business or public administration, communications, marketing or closely related field and four years of experience coordinating community outreach, customer service, community relations, or public relations that includes leading outreach or public relations projects within a diverse urban community; OR an equivalent combination of education and experience.
Required Licenses or Certifications:
Possession of Washington State Driver’s License.
Required Knowledge of:
• Operations, services and activities of a typical outreach program.
• Methods and techniques of public relations, community outreach and customer service.
• Public relations/public involvement methods and techniques.
• Project management techniques and principles.
• Pertinent federal, state and local laws, codes, and regulations.
• Marketing theories, principles and practices and their application to customer outreach programs.
• Modern office procedures, methods, and equipment including computer applications such as word processing, statistical databases and spreadsheets.
• Principles of business letter writing and basic report preparation.
• Supervisory/lead principles, methods and techniques.
• Public speaking and developing/delivering presentations and presenting ideas and concepts orally and in writing.
Required Skill in:
• Learning complex technical operations, such as the ORCA business and management processes.
• Utilizing personal computer software programs and other relevant software affecting assigned work and in compiling and preparing outreach materials, spreadsheets and reports.
• Establishing and maintaining effective working relationships with diverse work groups and individuals, including agency staff/officials, management, vendors, outside agencies, community groups, businesses and the general public.
• Applying principles and practices of public involvement and community outreach.
• Strong communication skills, including public speaking skills and developing/presenting ideas orally and in writing.
• Distilling complex transit fare/transit service information into concise, easy-to-understand messages for public consumption.
• Effectively representing Agency programs in contacts with the public, businesses, community organizations and other government agencies.
• Fostering and developing community partnerships.
• Working effectively under pressure, meeting deadlines and adjusting to changing priorities.
L• eading and delegating daily tasks; communicating and providing work direction/feedback to assigned staff.
• Applying project management techniques and principles.
• Compiling, preparing and analyzing data/metrics; independently preparing clear, concise reports, correspondence and memoranda.
• Applying principles and practices of marketing and advertising.
• Coordinating assigned marketing, event and promotion activities.
PHYSICAL DEMANDS/WORK ENVIRONMENT:
• Work is performed in a standard office environment.
• Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 35 pounds; may occasionally be exposed to dangerous machinery, extreme weather conditions, and extreme noise when working at events and/or working in the field.
The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
We are an Equal Opportunity Employer and value workplace diversity. We seek to create an environment and culture that embraces the differences of our employees. You will find an exceptionally diverse group of people at Sound Transit with regard to culture, beliefs, communication styles, and life and work experiences.
All qualified applicants are considered in accordance with applicable laws prohibiting discrimination on the basis of race, religion, color, gender, age, national origin, sexual orientation, physical or mental disability, marital status or veteran status or any another legally protected status.