Senior Operation Communications Representative (3rd shift 8pm-6:30am)

Valley Metro•Operations Maintenance Center 605 S. 48th St. Phoenix 85034, AZ

6d•Onsite

About The Position

This position supports a 24 hours per day/7 days a week transit operation. The typical work schedule is 10-hour shifts, 4 days per week. Shift differential offered for 2nd shift (3pm-1:30am) and 3rd shift (8pm-6:30am). The purpose of this role is to monitor and facilitate real-time communication of service updates to stakeholders.

Requirements

Associate's Degree in communications, service operations, or a related field and two (2) years of experience in: Operations communications and real-time alert management
Customer service communication and social media interaction
Multimedia content support and event communication
Fundamental grasp of real-time operational communication processes and theories.
Essential understanding of monitoring SCADA and alert system processes.
Introductory awareness of public service alert drafting and distribution methodologies.
Basic knowledge of customer feedback response and social media interaction practices.
Understanding of communication reporting and metric preparation procedures.
Familiarity with multimedia production support theories.
Basic application of event communication support processes.
Using a computer and related software.
Monitoring communication and alert systems effectively.
Distributing service updates to internal and external audiences.
Drafting and publishing real-time public alerts.
Responding to customer feedback and social media comments.
Preparing reports and communication metrics.
Supporting multimedia production activities.
Providing communication support during events.
Communication and interpersonal skills to exchange information and receive work direction.

Nice To Haves

Additional education cannot be substituted for experience.

Responsibilities

Monitor communication channels, including the Supervisory Control And Data Acquisition (SCADA) system for service and safety disruptions and the Alert VM application to converse with riders and triage alerts and incident reports.
Distribute and facilitate service update communications internally and externally and coordinate communication within the Agency with operations, customer service, and safety and security staff.
Develop content for various Agency communication channels, including creating blog articles; draft and push real-time public service alerts; and respond to customer comments on social media platforms and complaints.
Prepare various correspondence, metrics, and reports for management.
Support other communication efforts (e.g., video editing, podcasting, on hold messaging, etc.).
Complete special projects and provide additional office or field support during events as necessary.
Perform other duties of a similar nature and level as assigned.