Transit Communications and Customer Service Coordinator

The Transit Communications and Customer Service Coordinator performs complex, skilled work supporting the execution and coordination of marketing, communications, and customer engagement initiatives for Blacksburg Transit. This position is responsible for implementing campaigns, managing communication and social media platforms, and coordinating customer communications in alignment with departmental strategy. Work is performed under the supervision of the Communications and Customer Support Manager.  Supervision is exercised over assigned staff and ensures effective day-to-day execution of communication activities. This position is classified as an essential position during designated planned and unplanned events. 

**This position is not eligible for tele-work**

The Town of Blacksburg is an EEO Employer M/F/D/V 

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Coordinates and executes marketing and communication campaigns in alignment with departmental strategy
• Manages day-to-day operations of digital platforms, including social media and website content updates
• Coordinates internal and external communications, ensuring timely and accurate dissemination of information
• Oversees and participates in customer communications, ensuring timely, accurate, and consistent responses across all platforms (email, social media, phone, in-person, etc.)
• Supervises the front desk reception area/customer service staff, ensuring timely and accurate dissemination of information
• Assists in the conducting of research, development, and implementation of ridership and recruitment campaigns, including scheduling, posting, and coordination of materials
• Responsible for protecting the integrity of the brand, brand equity, and the department’s image in both internal and external applications while ensuring consistency in messaging and tone across all customer interactions
• Participates in route analysis, ridership analysis, and assists in planning efforts for routes/operational services with special emphasis on the customer perspective
• Collaborates with internal teams to support communications needs and improve information delivery to passengers
• Supports communicative outreach and public engagement efforts by coordinating logistics and materials
• Coordinates the day-to-day operations of the transit advertising program, supporting revenue-generating activities through effective scheduling, vendor coordination, and advertiser communication
• Monitors and tracks basic performance metrics, providing summaries to support evaluation efforts
• Escalates complex, sensitive, or high-impact issues to the CCS Manager as needed
• Assists the CCS Manager with the implementation of initiatives and special projects

• General knowledge of marketing and communications practices
• Familiarity with social media platforms, website content management, basic analytics, and reporting tools, with the ability to operate desktop publishing and other related software
• Strong written and verbal communication skills with the ability to manage and respond to customer concerns in a professional and solution-oriented manner from a customer-focused mindset
• Ability to learn and understand the internal organization and operation of the department
• Ability to prepare clear and comprehensive reports
• Ability to communicate ideas clearly and concisely, both orally and in writing
• Ability to coordinate multiple projects and ensure timely execution
• Strong organizational and leadership skills with the ability to supervise staff and manage workflow effectively
• Ability to establish and maintain effective working relationships with associates, community agencies, businesses, media, vendors, and the general public.

Education and Experience

• Bachelor’s degree with coursework in marketing, communications, public relations, or related field; or equivalent combination of education and experience
• Two to four years of experience in marketing, communications, digital media, or a related field
• Supervisory or team leadership experience preferred

Special Requirements

• Valid driver's license in the Commonwealth of Virginia with a satisfactory driving record

• This work requires the occasional exertion of up to 10 pounds of force
• Work regularly requires sitting, frequently requires speaking or hearing, using hands to finger, handle, or feel, and repetitive motions, and occasionally requires standing, walking, and lifting
• Work has standard vision requirements
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word
• Hearing is required to perceive information at normal spoken word levels
• Work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, and operating motor vehicles or equipment
• Work has no exposure to environmental conditions
• Work is generally in a quiet location (e.g. library, private offices)

Salary : $53,774 - $55,947