Customer Experience Communications Systems Lead

Description

Responsibilities

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 General Manager, CX Programs and Services, the CX Communications Lead is responsible for supporting the development of TB&T’s programs through the management, review, and reporting of customer feedback, working with integrated applications to improve customer and business communications, and maintaining the Salesforce CRM database to sustain the Port Authority’s relationship with its customers. Additionally, the CX Communications Systems Lead will lead TB&T responses to customer communications via various channels (including social media and mobile app).

Responsibilities include, but are not limited to:

Customer Correspondence - Manage Executive and departmental correspondence, assigning and preparing responses to customers received from direct inquiries, Executive Offices, elected officials, other agencies, and E ZPass Customer Service Center. Respond to customer inquiries received through various channels, ensuring that all responses are accurate, thoroughly researched, and handled in a timely manner. Maintain a customer relationship management database (Salesforce), ensuring consistent categorization of inquiries. Utilize experience and data to report on trends and make recommendations for improvements/enhancements to improve overall customer experience.

Technical Business Process Improvement- Keeping current with latest developments in corporate and customer communications, providing advice, and making recommendations for improving functions that result in an enhanced customer and employee experience. Work with Technology and other TB&T staff to develop new services or improve existing ones. Provide technical support for all communications applications used by unit as well as assist with website updates.

CRM Management- Manage Salesforce application for TB&T, including case assignment and performance audits, coordination of staff training, developing policy and processes, and representing TB&T when partnering with line department counterparts. Represent CX concerns in development of TB&T internal facing technology efforts (i.e., Salesforce and its components to include DocuSign), coordinating with facilities, line department counterparts, OSEC, and Technology as necessary. Make system administration decisions for configuring and maintaining customer interaction via Salesforce. Develop and compile TB&T CX Communications metrics using Salesforce case entries (i.e., response times, case volume), identifying and recommending potential process improvements as appropriate.

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

• Bachelor’s Degree in Public Administration, Business Management, Marketing, or Communications or related discipline from an accredited college or university.
• A minimum of three years’ experience in customer service, internal and/or public communications, or other related business processes related to analyzing problems and providing solutions.
• Outstanding interpersonal and communication skills with demonstrated ability to effectively work with internal employees and external customers from varied and diverse backgrounds.
• Strong writing skills, including the ability to concisely convey critical information to a variety of audiences.
• Proficiency with Word, Excel, Power Point, Teams, Power BI
• Demonstrated knowledge of Port Authority policies and procedures, specifically as they relate to operations and impact on customer experience.
• Demonstrated ability to work independently and prioritize multiple assignments with competing deadlines.
• Candidates should have a fundamental awareness of how an integrated CRM platform solves the challenge of connecting departments and customer data.
• Candidates should have a foundational knowledge of Salesforce's core capabilities, such as requirements gathering, reporting, security, sharing, customization, and data management and should be able to navigate Salesforce.

Desired

Ideal candidates will present the following profile:

• Salesforce Certified Associate or demonstrated experience with Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, fields, page layouts, record types, custom settings, dashboards, and reports
• Demonstrated ability to develop and employ problem-solving approaches that are sensitive to organizational, community, and customer concerns.
• Demonstrated experience identifying, understanding, and integrating customer service needs into day-to-day decision making.
• Demonstrated ability to work independently and within a team to build relationships and interact with facility management.
• Strong interest in taking on special assignments as meaningful professional growth opportunities.
• Experience with platforms such as Brandwatch, Medallia, Hootsuite and other customer communication tools.

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.