Job Description

THIS IS NOT A HYBRID/TELEWORK OPPORTUNITY. THIS ROLE WILL REQUIRE INDIVIUALS TO BE ONSITE AND LOCATED AT METRO @ EISENHOWER BUILDING LOCATED AT 2401 MILL ROAD, ALEXANDRIA, VA.

MARKETING STATEMENT

Are you customer-service oriented? Do you have a passion for customer service? Metro¿s Department of Customer Experience is looking for individuals to fill the role of Communications Agent. We are looking for dedicated individuals that are customer-service driven that can communicate concise messages, verbally and in writing. Individuals in this position will be responsible for providing timely customer communication alerts and service status updates via various platforms for Metro¿s riding public. Note: This position requires incumbents to be onsite as part of a 365/24/7 operations where the opportunity to work a telework/hybrid schedule will not be available.

Minimum Qualifications

Education

• High school diploma or GED
  
  

Experience

• A minimum of three (3) years of experience in an operational, customer-focused role, equivalent or similar to a dispatcher or customer service agent,
  
  

Certification/Licensure

• Roadway Worker Protection (RWP) Certification, level 2, within six (6) months of hire and maintained for the duration of time in the job
  
  

Preferred

• Associate Degree in Communications, Public Relations, writing or related field of study and Station Manager, train operator or bus operator experience desired
  
  

Medical Group

Satisfactorily complete the medical examination for this position, if required. The incumbent must be able to perform the essential functions of this position either with or without reasonable accommodations.

Mission Essential Designation

In accordance with the Washington Metropolitan Area Transit Authority¿s Continuity of Operations Plan (COOP) this job has been identified as critical to mission essential functions. Incumbents in this role may be required to report to or continue to work in the event of authorized office closings or service suspensions due to severe weather, natural disaster, fire, operational emergencies or related events.

Summary

The Communications Agent (CA), in the Unified Communications Control Center (UCCC) team in the Metro Integrated Command & Communication (MICC) center acts as a critical liaison between the Customer and Metro Staff to communicate rail and bus service and system information to riders, staff and customers waiting at rail stations and bus shelters. The incumbent issues timely customer communications alerts and service status updates via Public Information Display System signage and public address systems, while ensuring that communication messaging adheres to applicable standard operating procedures, guidelines and instructions. The incumbent coordinates and informs customers and staff of bus detour routes and bus bridge information.

Essential Functions

Service Status Oversight and Communication Messaging

• Monitors train control systems (AIM), BusETA, bus and rail operation radios, phones and other tools to quickly identify and receive conditions and information that may impact normal Metrorail and Metrobus services. Processes service-related information and writes and sends effective service disruption communications that include, when applicable, single-track operations, bus bridge and bus detour route information.
• Develops and disseminates Metrobus and Metrorail service disruption messaging and status updates including for bus shuttles/bridges and detours through Everbridge, PIDS and/or Public Address systems. Continuously adapts messaging using the appropriate templates to provide customers with timely service disruption notifications and alternate transportation options.
  
  

Service Disruption Communication ¿ Rail/Bus

• Receives reports from MICC bus and rail Operations Managers, Rail Traffic Controllers, Metrorail Station Managers, Bus Transit Field Supervisors and/or Bus Communication Specialists regarding service disruptions or unusual occurrences including elevator/escalator outages. Promptly elevates the reports to UCCC leadership if warranted; initiates preliminary verification of reported issues; and calls supporting Metro service units as needed. Confirms the bus detour and bus bridge information. Communicates MICC leadership¿s direction to Metrorail Station Managers and other field personnel regarding service issues such as single-tracking, station bypassing, bus detour and bus shuttle/bridge information, so staff can inform and redirect customers waiting on platforms.
  
  

UCCC Team Approach and Coordination

• Coordinates with UCCC Public Communications Coordinators to ensure all messages are consistently communicated on different platforms to reduce public confusion.
• Trains and mentors new employees in the execution of duties.
  
  

Coordination within MICC and with Other departments ¿ Planned Service Adjustments/Unplanned Service Disruption

• Receives information from other MICC staff and Metro departments regarding future planned and unplanned adjustments to service and initiates and publishes pre-recorded messages.
  
  

Documentation

• Generates and maintains in designated data base(s) or folder(s), incident intake forms and other required forms, logs and reports to fulfill regulatory or legal requirements and facilitate after-action reviews including incident investigation, causal analysis and safety audits.
  
  

Station Manager Support

• Interacts with station managers to collect and provide situational information, and to communicate service status updates and follow-up actions to be taken. Manages the Metrorail station opening reporting from station managers and verifies and announces the scheduled system opening and closing status.
• Provides essential remote support to station managers regarding safety, security, and operation functions, maintains two-way radio communication with Metrorail station managers (OPS5), performing radio communication status checks and recording status reporting to the UCCC.
  
  

The functions listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.¿¿¿¿¿¿¿

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

¿ Skills and/or behavioral assessment

¿ Personal interview

¿ Verification of education and experience (including certifications and licenses)

¿ Criminal Background Check (a criminal conviction is not an automatic bar to employment)

¿ Medical examination including a drug and alcohol screening (for safety sensitive positions)

¿ Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.