Transit Customer Experience Liaison & Communications

Prtc; Potomac Mills (VA); On-site; USD 28,000 - 40,000; Part time

Job summary

PRTC seeks a part-time Clerical Customer Experience Liaison to strengthen communications between operators, dispatch, and customers across OmniRide corridors in Woodbridge, VA. You will coordinate training, monitor service issues, and promote accountability and transparency in daily operations.

The role emphasizes empathetic communication, issue resolution, and collaboration with contractor leadership to improve rider experience and public information campaigns.

Qualifications

• High school diploma or equivalent and experience in transit operations, customer experience, or contractor oversight.
• Strong written and oral communication abilities.
• Ability to influence without direct authority.

Responsibilities

• Establish and monitor communication protocols between Operators, Dispatch, bus contractor management, and OmniRide.
• Ensure service disruptions are communicated accurately and promptly to OmniRide.
• Identify breakdowns in the Operator-Dispatch-PRTC chain and implement corrective procedures.
• Lead customer service training for Operators and Supervisors in partnership with contractor leadership.
• Develop training on communicating delays and disruptions empathetically, managing competing demands, and tracking attendance.
• Create service performance dashboards focused on customer-facing metrics.
• Provide quarterly improvement recommendations to OmniRide and bus contractor leadership.
• Facilitate joint improvement meetings between OmniRide and bus contractor leadership.

Skills

Communication

Conflict resolution

Process improvement

Education

High school diploma or equivalent

Job description

PRTC seeks a part-time Clerical Customer Experience Liaison to strengthen communications between operators, dispatch, and customers across OmniRide corridors in Woodbridge, VA. You will coordinate training, monitor service issues, and promote accountability and transparency in daily operations.

The role emphasizes empathetic communication, issue resolution, and collaboration with contractor leadership to improve rider experience and public information campaigns.