Customer Experience Specialist Job Vacancy in Salem Area Mass Transit District (Cherriots) Salem, OR 97301 – Latest Jobs in Salem, OR 97301

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Company Name : Salem Area Mass Transit District (Cherriots)
Location : Salem, OR 97301
Position : Customer Experience Specialist

Job Description : JOB SUMMARY: Under the direction of the Customer Service Manager, this position acts as the customer experience point person and is the first line of response to inquiries received through theDistrict’s centralized email and supports the overall Cherriots customer experience, including supporting social media monitoring.ESSENTIAL JOB FUNCTIONS: Customer ServiceActively supports Customer Service, including staffing the service counter to foster connections with riders; keeps a finger on the pulse of reoccurring situations and trends in order to offer potential solutions.Actively supports the Travel Training Program by teaching individuals to ride public transportation, plan a trip, or transfer from one bus to another. Meets the varying needs and requests for travel training throughout the day, including early mornings and late evenings.Actively engages in, participates, and coordinates on all levels with the District’s public outreach, public information, and campaign activities such as preparing for and hosting informational tables and attending community meetings.Monitors the District’s email and responds to customer comments recommending corrective services and actions.Identifies, tracks, and creates reports for management on frequently occurring issues and trends, providing analysis of reasons for occurrence and resolution method.Additional duties as assigned.CommunicationSupports the task of monitoring all social media platforms, providing online timely feedback and answers to questions, as well as enlisting creative and innovative approaches to interact with and engage users on social media.Supports the District team members in planning, scheduling, and developing social media and web content to align with campaigns and initiativesSupports and assists with updating and maintaining the District’s intranet (Portal) content, including development, editing, and publishing.Serves as back up for the Emergency Operations Center, ensuring that the Cherriots website is updated and social media posts are shared in relation to emergency service changes.REQUIRED KNOWLEDGE, ABILITIES, AND SKILLS: Deep knowledge of social media tools and techniques (including Facebook, Twitter, LinkedIn, YouTube, and Instagram)Excellent customer service skillsExceptional communication skills, including interpersonal, verbal, and written as well as strong presentation skillsBilingual (English and Spanish preferred)Ability to multi-task utilizing effective planning and organizational skillsAble to navigate fast-paced environment utilizing good time management skillsStrong sense of urgency; creative problem solver and team playerAbility to think and work creatively and independentlyExperience with Microsoft Office Suite and Google WorkspaceQuick learner who is adaptable to changing environment; willingness to roll up sleeves – no job is too small attitudeTakes direction wellMoves between tasks easily for varying departments with conflicting prioritiesGeneral problem solver; creative and critical thinkerSPECIAL REQUIREMENTS: Valid Oregon Class C driver’s license and driving record that demonstrates adherence to safety and traffic laws and regulations.No criminal conviction which may, in the sole judgment of the District, constitute a threat to property or the safety of others.REQUIRED EDUCATION AND EXPERIENCE: Bachelor’s degree or four years of relevant work experience (customer service, call center, marketing, or communication).OR Any satisfactory equivalent combination of related experience and training that provides required knowledge, abilities, skills, and other special requirements listed above.WORKING CONDITIONS: Usual office working environment, however, may have to drive or take the bus to perform essential functions of the position with potential exposure to inclement weather.May have prolonged periods of standing or walking.Exposure to the general public and large groups.Some manual labor may be required such as bending, kneeling, squatting and with assistance push, pull, or carry up to 25 pounds. This would include, but not be limited to, the set up/take down of various displays, tables, signs and other items generally associated with public outreach and marketing events.Work will be both indoors and outdoors – on occasion there is direct exposure to adverse weather conditions.Required to work varying schedules to accommodate Customer Service needs, events in the evening or weekends, travel training requests, Emergency Operation Center events, and monitoring of social media.THE ABOVE STATEMENTS ARE INTENDED TO DESCRIBE THE GENERAL NATURE AND LEVEL OF WORK BEING PERFORMED BY EMPLOYEES ASSIGNED TO THIS JOB CLASSIFICATION. THIS DESCRIPTION DOES NOT INCLUDE OTHER OCCASIONAL WORK THAT MAY BE ASSIGNED THAT WOULD BE SIMILAR, RELATED, OR A LOGICAL ASSIGNMENT TO THE POSITION.Job Type: Full-timePay: $26.72 – $38.09 per hourBenefits:Dental insuranceEmployee assistance programFlexible spending accountHealth insuranceHealth savings accountPaid time offTuition reimbursementVision insuranceSchedule:Day shiftMonday to FridayWeekend availabilityCOVID-19 considerations:Masks are currently required in all our facilities.Work Location: One location

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