Communication Specialist

Title: Communications Specialist

Reports to Director of Rail Operations. This individual must have the ability to perform the required tasks outlined below as well as learn/master the job requirements of the lower level Communication Specialist outlined further down in this job description.

Comm Room Service Hours Duties:

Responsible for Monitoring Train Operations which includes:

• Monitors train service via TRIP and CSX/NS screens, updating staff and host railroads of any potential issues
• Do full system check prior to each morning or afternoon service. Contact necessary parties to clear/report deficiencies.
• Proactively communicate with host railroads and Keolis to help avoid service disruptions
• Coordinates with host railroads during service disruptions
• Post service information on platform signs
• Coordinate service disruption response with VRE staff, Contractor, and host railroads
• Coordinate information distribution in the event of a service disruption via all channels (Web, Train Talk, Twitter, VMS, IVR...etc.)
• Handles customer crisis communications as required

Scope of Other Duties:

• Do full system check prior to each morning or afternoon service. Contact necessary parties to clear/report deficiencies.
• Coordinate VRE Schedule Information with Outside Agencies
• Monitor Modem/IVU on the Trains
• Monitor Fare Collection System Status, report outages to Director of Rail Operations, Keolis, Maintenance Contractor, IT.
• Manage GoTrains email responses.
• Pay and Monitor VRE Cell Phone Bills
• Create Maps and Other Graphics for the VRE Website
• Coordinate IVR Information.
• Work with IT Department During Schedule and Fare Changes
• Must be available to come in early or stay late as necessary to assist with service disruptions or other needs.

Qualified in Lower Level Job Responsibilities

Front Desk Duties

• Responsible for screening incoming phone calls and insuring calls are answered promptly.
• Provide assistance to passengers over the phone, in person and by email.
• Passenger assistance could include, among other things, Lost and Found, Fare Evasion Summonses, Ticket Issues, Train Schedules, New Rider Familiarization, as well as comments concerning service and staff.
• General office support functions.

Qualifications

Bachelor's degree required along with excellent communications skills. Must be proficient with MS Office (Word, Excel, Access, PowerPoint), Dreamweaver, Photoshop and Internet/E-Mail applications.

Required Abilities

• Working knowledge of basic HTML coding as well as ADA image compliances.
• Must work well with different types of people and at all levels of the organization.
• Must be able to remain calm during stressful events to make decisions in the best interest of the passenger, VRE, and the railroads.
• Ability to work independently, know limits and meet deadlines.
• Must attain Rules Certification on CSX, NS, and Amtrak Railroads within one year of start date.
• Must learn layout of CSX/NS screens (i.e., VRE station locations, basic understanding of railroad switch and signal operation, understand insignias of other trains present on the board)
• Must be able to work flexible hours demanded by a transit operation environment.

The statements in this job description are intended to describe the general nature and level of work being performed by incumbent(s) assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.