Forbes List of America's Best Employers 2021 & 2022

Move forward with us! At NJ TRANSIT, you'll join us in transforming the third-largest transportation agency in North America. We are committed to delivering safe, reliable service that gets customers to their destinations on time–and we're looking to hire talented folks with a commitment to excellence to make it all possible.

We are currently looking for a Customer Advocate to join our team!

ROLES AND RESPONSIBILITIES

• Represents customer interests across all transit modes, including, but not limited to: the proposed development of rail, bus, light rail or access link service changes, onboard experience, policies, accessibility, ease of use, and technology.
• Develops a set of annual goals and objectives for the Office of the Customer Advocate for presentation to the Board of Directors Operations and Customer Service Committee.
• Oversees the current and future Passenger Advisory Committees (PACs). Responsible for reviewing the structure of the PACs to ensure the effectiveness of each in addressing customer issues. Prepares meeting agendas that focus on goals, challenges, trending issues, and soliciting new ideas for solutions to existing issues.
• Develops a stakeholder engagement plan that includes, but is not limited to: meetings, blog posts and social media surveys to gather insights and opinions on customer issues.
• Cultivates and nurtures effective working relationships with employees, senior management, Board members, regulatory authorities, internal and external stakeholders, and the general public in order to address customer concerns and advocate for appropriate customer-focused solutions. This includes, but is not limited to, participating in agency meetings as appropriate, riding the system regularly, meeting with external stakeholders statewide to report on Customer Advocate activities, and solicit feedback and suggestions to assist the agency’s continuing efforts to improve the customer experience.
• Presents a bi-monthly report to the Board of Directors Operations and Customer Service Committee. The presentation shall include a summary of activities of the Customer Advocate, a synopsis of issues raised by customers and corrective actions taken, progress towards the established goals and objectives, and any new initiatives implemented to address customer needs.
• Provides a bi-annual report to the Board of Directors at two of its regularly scheduled public session Board Meetings, scheduled in six-month intervals. The report shall provide a comprehensive review of the activities of the Office of the Customer Advocate for the prior six-month period, an analysis of issues raised by customers showing trends over the prior six-month period and corrective actions taken, progress towards the established goals and objectives, and any advocacy initiatives in which the Customer Advocate has participated.
• Provides an annual report to be included in NJ TRANSIT’s Annual Report. The report shall provide a comprehensive review of the activities of the Office of the Customer Advocate for the prior fiscal year, an analysis of issues raised by customers showing trends over the prior fiscal year and corrective actions taken, progress towards the established goals and objectives, and any advocacy initiatives in which the Customer Advocate has participated in the prior fiscal year.
• Works closely with NJ TRANSIT Customer Service & Market Research to collect and review customer feedback trends across all modes of transportation.
• Manages the functions of the Office of the Customer Advocate.

KNOWLEDGE & SKILLS REQUIRED:

Bachelor's degree in Public Administration, Communications, Business Administration or related field, or equivalent and ten (10) years of progressively responsible experience in a public-facing capacity to including interacting with consumers and advocacy group, preferably in a service organization or transportation-oriented organization. Proven public speaking experience is required. Knowledge of Microsoft Outlook, Word, Powerpoint and Excel preferred.

NJ TRANSIT expects that this position will be in the field traveling through the state for a minimum of 75% of their time. Traveling will include visits to NJ TRANSIT rail, bus, light rail, paratransit and maintenance facilities as well as visits to the communities NJ TRANSIT serves.

Office location- To be determined (TBD)

At NJ Transit you will enjoy a competitive salary and excellent benefit package:

• Comprehensive Family Health Insurance – Prescription, Dental, Vision
• Flexible Spending Account
• Life Insurance
• Paid Leave 3 YEAR VESTED: Retirement Plan Options:
  • 401(a) is a 6% employer contribution.
  • 401(k) at least 6% with an additional 3% company match.
• Tuition Assistance
• Qualified Transportation Expense Plan (QTE)

At NJ TRANSIT we support and depend upon the diversity of our staff. NJ TRANSIT is an Equal Opportunity Employer.

INDCO1

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