OVERALL DESCRIPTION

Under the general supervision of the Customer Service Technical Supervisor, performs specialized Customer Service social media monitoring and responding (engaging) of customer posts and tweets on multiple social media platforms.
 

SPECIFIC RESPONSIBILITIES

1. Monitors and responds to customer inquiries, complaints, and commendations on all Social Media platforms (including live-chat, telephone, e-mail, internet and electronic messaging in a professional, timely manner.
2. Develops and maintains social metrics and reports that analyze social media activity such as reach-factor of post, and user level of influence.
3. Monitors Social Media sites for pertinent SEPTA information then notifies supervision and prepares a response.
4. Collaborates with other departments when needed to resolve customer service related issues received via Social Media in a timely manner.
5. Receives and records customers’ complaints, commendations, and suggestions from the public and Authority personnel in the VERITAS database using desktop or mobile devices. 
6. Utilizes the VERITAS databases to analyzes and identifies Customer Service trends.
7. Functions as the direct customer service liaison for designated districts and locations throughout SEPTA. Provides data analysis and recommendations to improve concerns identified by those locations and/or customers.  Visits customer service locations as needed. 
8. Represents Customer Service Department at various special events when requested, and provides customers with transit information.
9. Backfills as a CS Specialist on the phones when needed.
10. Complies with all Authority and departmental safety and security policies and procedures as well as all applicable job safety responsibilities.  Reports any safety concerns, compromises or hazards affecting operations, the public, self and/or other employees.  Responsible for personal safety and is encouraged to promote the safety of others.
11. Performs other duties as assigned.

QUALIFICATIONS AND EXPERIENCE

• Associate’s Degree in Communications or Journalism preferred or equivalent combination of education and experience in communications or journalism (each two years of experience may be substituted for one year of college).  Three (3) years of customer service experience in the service industry. Two (2) years of demonstrated active Social Media experience, communicating over multiple social channels. Must successfully complete Customer Service Scenario Test, Math, and Data Entry test. Must successfully complete Customer Service writing test and Social Media test. Must Possess:
• Demonstrated knowledge of popular Social Media platforms; must possess and active Facebook, Instagram, and Twitter account as well as other popular social media platforms.
• Ability to analyze social language and relate it to business relevancy and report accordingly, along with flexibility to respond to daily changes to deliverables.
• Ability to read maps, schedules and other hard copy reference transit materials.
• Ability and willingness to deal with diverse group of employees and customers.
• Analytical ability required to analyze broad data and suggest courses of action to mitigate concerns.
• Ability to access, utilize and analyze the CARD and RSA databases.
• Ability to access, utilize and analyze Social Media and Control Center websites.
• Excellent written and verbal communication skills and telephone protocol required.
• Excellent customer-friendly disposition required while multi-tasking in a stressful environment.
• Thorough knowledge of service routes and service area with exchange privileges and points.
• Thorough knowledge of fare collection and structure.
• Knowledge of Microsoft Office, Excel, and CRM software preferred.
• Experience with social media engagement, monitoring, and analytic tools a plus.
• Familiar with Authority rules and regulations and Department office procedures.

EQUIPMENT USED: 

• Personal Computer, Telephone equipment

PHYSICAL: 

• Prolonged sitting

WORKING CONDITIONS: 

• Normal office environment. Subject to working at satellite offices. Subject to travel to various SEPTA locations. Subject to working evenings, weekends and holidays.