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Customer Experience Communications Analyst

Job ID: 60388
Department: Tunnels, Bridges & Terminals
Location: 4 World Trade Center

Description

The Tunnels, Bridges and Terminals Department (TB&T) is building a greater departmental understanding and investment in Customer Experience (CX), which includes our internal Port Authority of New York and New Jersey customers as well as our public customers.  With eight distinct complex facility operations connecting the New York – New Jersey region, we are strengthening our communications approach to continue driving operational change and delivering positive customer experiences.  

Reporting to the Customer Experience Supervisor in the Tunnels, Bridges & Terminals Department (TB&T), the selected candidate will manage and provide first-line communications with TB&T customers via multiple channels.  Serving as a liaison with the agency Marketing and Media Departments, and with all TB&T facilities, the selected candidate will research and draft written responses to customer inquiries while managing related communications performance metrics.   The selected candidate will also be driving TB&T’s social media strategy, collaborating with facility managers and our Marketing team to create comprehensive and engaging content about our work.

This position will maintain, research, create, and support communications with TB&T customers in the form of reports, external news releases, and special events.  Strong research, writing and proofreading skills are essential, and a graphic design background is preferred.  Development of Executive reporting will be prioritized. Promotion of annual and new special events will require knowledge in project management and community support.  A successful background in community engagement is preferred.

The Customer Experience Communications Analyst will also serve as a member of the Toll Payer Advocate team, researching inquires to address customer issues beyond the scope of the NY E-ZPass Customer Service center contract.  Candidates will provide professional resolutions to customer issues while developing and maintaining detail-oriented dashboards and metric tracking to define customer concerns. 


Responsibilities
                                                            

  • Lead development and issuing of responses to customer inquiries
  • Research customer account issues: Search databases and records to respond to customer issues regarding tolling and violations. Analyze data and recommend responses and solutions.
  • Customer Correspondence: Respond to inquiries from customers and ensure all level of communications are accurate.
  • Create Executive Level reports for internal review: Develop appropriate graphic and content design for TB&T CX communications to management and the public.
  • Social Media Liaison: Research and draft responses to customer feedback, create, manage, and coordinate TB&T promotional content social media platforms and website communications.
  • Create and manage monthly customer outreach programs
  • Manage marketing projects supporting TB&T customer communications
  • Develop and track communications associated with TB&T initiatives 


Qualifications
 

  • A degree in communications, graphic design, or marketing
  • A minimum of 5 years of experience in professional customer communications and community support, including professional social media experience
  • Experience with social listening and engagement tools, specifically BrandWatch and Hootsuite
  • A portfolio of successful public-facing campaigns and communications
  • Demonstrated proficiency in special event promotion
  • An enthusiasm to be a proactive contributor, learn new skills, and work on team projects
  • Demonstrated experience with interpreting Social Media analytics
  • Working knowledge of Salesforce
  • Demonstrated ability to proactively and creatively solve problems in a cross-functional, multi-disciplinary environment.
  • Demonstrated ability to establish comprehensive, detailed plans with specific timelines, milestones, and deliverables necessary to meet or exceed project goals.
  • Excellent interpersonal skills with demonstrated ability in communicating effectively with senior-level staff, both internally and externally.
  • Demonstrated project management skills.
  • Strong, proven oral and written/visual presentation skills.
  • Demonstrated experience organizing a demanding workload with the ability to work in a high-pressure environment with multiple tasks due in a tight timeframe.


Desired

  • Experience working with diverse clientele
  • Excellent organization skills and the ability to work independently and prioritize as required
  • Proficient in the use of graphic software applications and Dashboard development
  • The ability to manage and prioritize multiple assignments with multiple disciplines
  • Bilingual conversational skills

 

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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