Operations Communications Specialist

City of Charlotte•Charlotte, NC

About The Position

The Operations Communications Specialist is a critical position for rider and employee communications as we continue to enhance internal and external communications. This position is responsible for receiving and responding to light rail, streetcar, bus service, and security notifications from our Rail and Bus Operations Control Center. This Operations Communications Specialist will provide incident and service notifications to riders as well as responds to reports provided by riders through mobile/online application(s). Responsive to customers, media, CATS leadership, as well as liaisons between operations and security staff co-located inside the Operations Control Center. Position uses a variety of communication channels and technology platforms to provide real-time service information during planned and unplanned service disruptions. Utilizes communication skills to assist with other communications needs in the Operations and Safety and Security Departments. Some evenings, weekends, and non-traditional hours are required, particularly during emergencies, inclement weather, or major events. This position reports to the CATS Communications Manager.

Requirements

Knowledge of Mac and PC operating systems, Microsoft Office and Adobe Creative Cloud.
Basic knowledge of HTML/CSS and content management systems.
Knowledge of CATS services and service area
Knowledge of transit operations terminology and jargon.
Strong computer skills using software such as Word and other windows- based applications.
Proven social media skills
Detail Oriented
Strong written and verbal communication skills
Skill to communicate with a diverse customer base
Skill in navigating, posting, editing, and responding on or in social media sites
Skills and experience in working in a complex, multifunctional department committed to customer communication and team environment
Ability to read and interpret directional relationships and movement on a map
Ability to multi-task and prioritize in a fast-paced environment
Ability to adapt to changing and unknown circumstances regarding service disruptions
Ability to manage multiple incidents simultaneously
Ability to work independently
Ability to distill detail into messages in order to communicate succinctly to customers
Ability to work varying hours, nights, weekends, and holidays.
Must have the ability to communicate information accurately; to speak clearly and concisely; to write accurately and succinctly according to the audience; to understand and follow instructions; and ability to function effectively during emergencies, stressful situations, and periods of heavy communication traffic.
Position requires self-motivation with sound judgment, discretion, and good time management skills; and the ability to handle calls from the public and other agencies in a professional manner.
Must be willing to work in the field, on occasion, for special events.
Bachelor’s degree in English, Public Relations, Public Administration, Journalism, Communications, or related field.
Equivalent combinations of education and experience may be considered.

Nice To Haves

Experience working with social media for a company, government agency, school or non-profit organization.
Experience working in a complex, multifunctional department committed to customer communication and team environment.
Experience working and communicating with a diverse customer base.
Experience working in operations, transportation, safety and/or customer relations.

Responsibilities

Communicate with customers using the various digital channels.
Read and edit real-time unplanned detours, service disruptions, bus stop closures, etc. so that they are understandable to the customer.
Translate transit jargon into a format that is easily understood by the customer.
Determine how best to serve the customer based on information received by understanding the agency structure and department responsibilities.
Monitor real-time information to make decisions about communications to the public.
Triages and responds to alerts from the safety & security mobile app and texting service, which includes being responsive to customers, providing direction to operations and security staff, communicating, as needed, to the larger ridership and using discernment and training to determine best of course of action.
Identifies message classification and priority based on the information gathered during the triage.
Provides real-time bus and rail service alerts via web, SMS, email and CATS mobile application(s).
Populates other communication channels with planned and unplanned service alert information.
Provides additional customer service and communication support during incidents that affect bus and rail service, including creating verbal announcements, informing Customer Service staff, sharing with CATS employees, stakeholders and responding to any news or social media inquiries.
Monitors multiple communications channels and notification services and responds with accurate and timely information, in friendly, helpful tone.
Collaborates with operations, security and Customer Service staff to create seamless communication and effectively manage a service or security disruption.
Transitions into the field, as necessary, to support customer communication and Operations.
Support the CATS Safety Culture by reporting safety concerns and following Agency Safety Plan guidelines.
Supports the development of content for agency communication channels, service and/or rider promotions, rider testimonials, news releases, internal communications, etc.
Prepares a variety of reports and correspondence for management review. This may include documentation and metrics.
Performs other duties as assigned.

Benefits

The City of Charlotte provides a comprehensive benefits package to eligible employees.
Click here to learn more about the City of Charlotte’s benefits.

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