Digital Specialist

Key Responsibilities:

Digital Customer Engagement & Response

• Monitor, engage, and respond to customer service-related inquiries across social media feeds, website correspondence, and digital platforms, including Facebook, X, WhatsApp, Salesforce, and other channels as needed.
• Acknowledge, respond to, or close out incoming social posts within twenty (20) minutes during live monitoring hours.
• Provide thoughtful, accurate, clear, and customer-focused public messages aligned with guidance.
• Maintain tracking and closure processes for customer correspondence, including issues forwarded to internal or external teams and Title VI or ADA-related civil rights complaints.

Situational Awareness & Service Communications

• Maintain real-time awareness of social media activity to identify service disruptions, emergencies, unsafe conditions, events, and emerging customer concerns.
• Escalate emergencies or unsafe conditions to Train Control Center staff within ten (10) minutes during live monitoring hours.
• Provide customer communications support during service delays, disruptions, emergencies, weather events, and other operational impacts.
• At the direction of Management, prepare and issue alerts, advisories, and updates regarding changes to operations, closures, service disruptions, and conditions affecting travel.

Content, Website & Social Media Support

• Support website content updates by reviewing suggested edits for accuracy, standards compliance, branding, and consistency.
• Assist with development of customer-facing social media content, including service updates, friendly engagement posts, special promotions, graphics, and videos.
• Support refinement of response templates and communication protocols based on customer needs and platform trends.

Social Listening, Reporting & Analytics

• Use social listening and consumer intelligence tools, including Hootsuite and Brandwatch, to monitor and analyze customer feedback.
• Review customer conversations and feedback from platforms such as Google Maps reviews, Reddit, Yelp, and other forums.
• Create daily shift reports summarizing activity, key customer dialogues, trends, and issues requiring management awareness.
• Report important analytics, findings, recurring issues, and improvement opportunities to Management.

Shift Continuity & Operational Support

• Provide updates to incoming Digital Customer Experience Specialists at change of tour to ensure continuity and awareness.
• Work independently while following Standard Operating Procedures.
• Perform other related duties as assigned by Management.

Minimum Qualifications:

• Bachelor’s degree in digital communications, marketing or related field
• Minimum of three years of customer service experience and engagement with customers on various social media platforms
• Proven experience working with a social media management platform, such as Hootsuite
• Proven experience working with a customer relationship management (CRM) platform, such as Salesforce
• Proven experience working with social listening tools, such as Brandwatch
• Demonstrated ability to analyze and report on customer interactions and community conversations to identify recurring issues, trends, or opportunities for process or operational improvements and customer engagement strategies.
• Proven short-form and long-form copywriting skills
• Good judgment and proven success in addressing customer concerns with sensitivity and care
• The ability to work independently with Standard Operating Procedures
• Flexibility and ability to work various shifts, on site in Jersey City, NJ and at designated facility locations across the system, up to five days a week or as needed.