CITRS Communication Specialist II

King County•Wa, WA

2d•Onsite

About The Position

The Customer Information Technological Resources and Solutions (CITRS) team in King County Metro’s Mobility Division, Customer Communication and Services Section, is hiring a Communication Specialist II to provide real-time public communications about transit service. The role works on-site at the Transit Control Center (TCC) in Seattle’s SODO district and helps enhance the rider experience by gathering, analyzing, distilling, and distributing information about planned and unplanned service disruptions and emergencies using information systems, channels, platforms, and applications. The position also assists the Executive Correspondent Specialist with coordinating written responses to customer contacts received from executive levels of government, including service requests and complaints from individuals, elected officials, and community organizations. The employee works under the direction of the CITRS Chief or FA IV. This recruitment is open to King County Metro employees and will fill one Special Duty Assignment (SDA), expected to last through December 31, 2028, with the possibility of extension. The assignment may end early if work stoppages affect its core responsibilities, and selection may also establish an eligibility pool for future SDA vacancies. The position requires reliable on-site attendance, reporting to various work sites around King County as necessary, and availability for varying shifts. The primary work location is the Transit Control Center in Seattle’s SODO area, with other sites as assigned. The schedule covers weekdays between 5 a.m. and 8 p.m., with possible weekend coverage from 9 a.m. to 5:30 p.m. The position is eligible for overtime pay if scheduled.

Requirements

One to two years of related experience in customer service, public transportation, information technology, or a related field.
Excellent attention to detail and demonstrated analytical, problem-solving, and research skills.
Ability to translate complex information into accessible, accurate, high-visibility written material.
Basic knowledge and understanding of Metro’s transit system and services, and public-facing customer communication methods and tools.
Proficiency and ease using business communication tools and new technology in everyday work.
Flexibility in response to change and ability to prioritize and work effectively on complex tasks within tight timelines.
Dependability and accountability in meeting work schedules and deadlines.
Clear, concise, and persuasive writing and editing skills that conform to good journalistic, marketing, or publishing styles.
Ability to work with confidential or proprietary information.
Good judgment, decision-making, and creative problem-solving skills, including discretion in a public-sector environment involving politically sensitive issues.
Ability to monitor and measure the effectiveness of social media communications and relay important information and trends to management.
Ability to report reliably to various work sites around King County and work varying shifts on-site, including within the stated 5 a.m.–8 p.m. weekday availability window; possible weekend availability is also required.
Applicants must be King County Metro employees. Eligible career service employees must have completed, or be expected to complete by the posting closing date, probation in their current career service position to take the assignment as an SDA.
Final SDA selection is subject to reference checks, record review, and approval from the candidate’s current supervisor.

Nice To Haves

Direct experience working with ATIS, Arcadis/IBI Transit-Alerts, and SharePoint.
Intermediate or higher proficiency with MS Word, Excel, Sprout, or Salesforce (CRM).
Experience communicating about public transportation through multiple channels, including Instagram, Facebook, X (Twitter), YouTube, blogs, or other social media tools.
Experience or knowledge of writing for digital accessibility.
Experience working with diverse internal and external communities.
Ability to work independently or as part of a team; self-motivation.
Bachelor’s degree in communications, English, journalism, or a related field.

Responsibilities

Apply equity and social justice principles to all aspects of the work.
Maintain regular, reliable attendance to support team collaboration and on-site work at the Transit Control Center.
Produce and distribute digital transit alerts and other rider information as needed.
Collaborate with TCC Coordinators, Field/County Operations, and Bus Operations teams to collect and organize planned and unplanned real-time transit disruption information for digital distribution.
Compile, research, analyze, prepare, edit, and review transit service information and interruptions for timely digital publication.
Respond to public engagement through social media channels as needed.
Assist the Executive Correspondent Specialist in coordinating written responses to customer contacts from executive levels of government, including service requests and complaints.
Perform duties and assignments under the direction of the CITRS Chief or FA IV.
Report safety and security concerns and ideas to supervisors or through the anonymous data collection system; follow applicable safety practices, procedures, policies, regulations, and training.
Perform other duties as assigned.