Customer Experience & Service Comm Liaison

PRTC•Salem, VA

About The Position

The Customer Experience & Service Communications Liaison serves as the impartial bridge between PRTC, bus contractor management, dispatch, operators, and customers. This role ensures timely, empathetic, and accurate communication across all service touchpoints while promoting a culture of accountability, transparency, and service ownership. This position is responsible for improving the rider experience by strengthening communication protocols, coordinating customer service training, increasing operator engagement, and ensuring service issues are proactively addressed and communicated. Work is performed under the supervision of the Customer Experience Manager. This position is considered to be Essential Personnel and will be expected to work during inclement weather and emergencies as determined by management. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions. Communication Alignment & Information Flow Establish and monitor communication protocols between Operators, Dispatch, bus contractor management, and OmniRide. Ensure service disruptions are communicated accurately and promptly to OmniRide. Identify breakdowns in the Operator → Dispatch → PRTC chain and implement corrective procedures. Serve as the designated liaison between PRTC Customer Service and bus contractor Supervisors (including Pentagon operations). Customer Experience & Empathy Training Develop and coordinate quarterly mandatory customer service training for Operators and Supervisors (in partnership with bus contractor leadership). Provide training focused on: De-escalation techniques Communicating delays and service disruptions empathetically Managing multiple competing demands while maintaining customer awareness Track attendance and performance outcomes; recommend contractual inclusion if needed. Service Ownership & Accountability Work with bus contractor leadership to: Promote adoption of new service initiatives Define clear accountability metrics Encourage proactive service ownership rather than status quo operations Create service performance dashboards focused on customer-facing metrics (not just on-time performance). Customer Transparency & Public Education Lead “Behind the Scenes” communication initiatives explaining: How routes are planned Causes of delays Roles and responsibilities between OmniRide and the bus contractor Partner with Marketing to implement campaigns such as: “Meet the Operators” Operator spotlight features Day-in-the-life content to humanize the workforce Operator Engagement & Incentive Programs Review existing bus contractor incentive programs. Develop or enhance operator recognition initiatives in partnership with OmniRide leadership. Implement structured recognition tied to customer commendations and service excellence. Create positive reinforcement systems (gift cards, recognition events, awards, etc.). Feedback & Continuous Improvement Collect and analyze rider complaints and commendations. Identify recurring themes and operational patterns. Provide quarterly improvement recommendations to OmniRide and bus contractor leadership. Facilitate joint improvement meetings between OmniRide and bus contractor leadership. The statements in this job description are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Requirements

High school diploma or equivalent and considerable experience in transit operations, customer experience, or contractor oversight or equivalent combination of education and experience.
Some knowledge of clerical and administrative duties in an office setting
Working knowledge of transportation and routing
Thorough knowledge of correct English usage, including spelling, grammar and punctuation
Working knowledge of the organization's rules, policies, and procedures applicable to assigned function
Working knowledge of record keeping.
Skill in the use of personal computers, associated software packages, hardware, and peripheral equipment
Skill in data entry
Skill in customer service and professional phone communications
Skill in developing and presenting reports as required.
Ability to communicate effectively in oral and written form
Ability to compose and prepare correspondence
Ability to deal courteously and effectively with the public
Ability to handle confidential information according to established procedure
Ability to work collaboratively with other departments
Ability to handle confidential information according to established procedure
Ability to be detail oriented and to manage multiple tasks
Ability to analyze support issues and to utilize problem solving/analysis to resolve and/or escalate these issues in a timely manner
Ability to type at a reasonable pace
Ability to read maps and knowledge of local street geography
Ability to establish and maintain effective working relationships with associates, customers, department directors and managers, dispatchers, and the general public.

Nice To Haves

Strong communication, conflict resolution, and process improvement skills.
Ability to influence without direct authority.
Experience working with public agencies and contractors.

Responsibilities

Establish and monitor communication protocols between Operators, Dispatch, bus contractor management, and OmniRide.
Ensure service disruptions are communicated accurately and promptly to OmniRide.
Identify breakdowns in the Operator → Dispatch → PRTC chain and implement corrective procedures.
Serve as the designated liaison between PRTC Customer Service and bus contractor Supervisors (including Pentagon operations).
Develop and coordinate quarterly mandatory customer service training for Operators and Supervisors (in partnership with bus contractor leadership).
Provide training focused on: De-escalation techniques, Communicating delays and service disruptions empathetically, Managing multiple competing demands while maintaining customer awareness
Track attendance and performance outcomes; recommend contractual inclusion if needed.
Work with bus contractor leadership to: Promote adoption of new service initiatives, Define clear accountability metrics, Encourage proactive service ownership rather than status quo operations
Create service performance dashboards focused on customer-facing metrics (not just on-time performance).
Lead “Behind the Scenes” communication initiatives explaining: How routes are planned, Causes of delays, Roles and responsibilities between OmniRide and the bus contractor
Partner with Marketing to implement campaigns such as: “Meet the Operators”, Operator spotlight features, Day-in-the-life content to humanize the workforce
Review existing bus contractor incentive programs.
Develop or enhance operator recognition initiatives in partnership with OmniRide leadership.
Implement structured recognition tied to customer commendations and service excellence.
Create positive reinforcement systems (gift cards, recognition events, awards, etc.).
Collect and analyze rider complaints and commendations.
Identify recurring themes and operational patterns.
Provide quarterly improvement recommendations to OmniRide and bus contractor leadership.
Facilitate joint improvement meetings between OmniRide and bus contractor leadership.