Operations Communications Specialist

Welcome to the City of Charlotte

Charlotte is Americas Queen City opening her arms to a diverse and inclusive community of residents businesses and visitors alike. Here you will find a safe family-oriented city where people work together to help everyone thrive. The mission of the City of Charlotte is to deliver quality public services and promote the safety health and quality of life for all residents.

Our guiding principles include:

• Attracting and retaining a skilled and diverse workforce

• Valuing teamwork openness accountability productivity and employee development

• Providing all customers with courteous responsive accessible and seamless quality services

• Taking initiative to identify analyze and solve problems

• Collaborating with stakeholders to make informed decisions

SUMMARY

Major Duties and 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. This position will have access to all real-time information and camera systems and other community resources. This information will be utilized to inform customers of disruptions that may impact our service and their transit travel plans.
• 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.

Knowledge Skills and Abilities:

• Knowledge of Mac and PC operating systems Microsoft Office and Adobe Creative Cloud.
• Basic knowledge of HTML/CSS andcontent 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.

Minimum Qualifications:

• Bachelors degree in English Public Relations Public Administration Journalism Communications or related field.
• Equivalent combinations of education and experience may be considered.

Preferred Qualifications:

• Experience workingwith social media for a company government agency school or non-profit organization.
• Experienceworking 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.

CONDITIONS OF EMPLOYMENT

The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.

Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.

Final candidates must pass a pre-employment drug-screening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.

The City of Charlotte is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race religion color sex national origin marital status age disability sexual orientation political affiliation or on the basis of actual or perceived gender as expressed through dress appearance or behavior.

Our culture is to serve the community honorably.

HOW TO APPLY

Apply online.

Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

You are welcome to visit the City of Charlotte Human Resources Department lobby where self-service application kiosks are available. They are located in our office at 700 East 4th Street Suite 200 Charlotte NC 28202. We are open Monday through Friday from 9:30 a.m. to 3:30 p.m. (EST) excluding official City holidays.

For questions about your application or the hiring process please email .

The City of Charlotte is committed to making our services and programs accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modifications will be provided. To make a request please fill out the Innovation & Technology ADA request form or call 704.336.4120.

BENEFITS

The City of Charlotte provides a comprehensive benefits package to eligible employees.

Clickhereto learn more about the City of Charlottes benefits.

The City of Charlotte is a drug and alcohol-free workplace.