Under the supervision of the Director – Customer Service/Engagement, this position assists with public outreach efforts related to JTA programs and services. This individual will primarily work in the field within JTA’s transit service area, will represent JTA at community events, participate in JTA internal and public meetings, ride public transportation, work with Customer Service, Service Planning, Transit Operations and Service Delivery staff, work at bus transit stations and bus stops to assist JTA customers and the public with their transit needs within the full scope of the system.

Essential Function(s):

• At assigned bus stops or bus stations, advise and assist customers and public about existing service and new service enhancements.
• During public meetings, advise customers and public of expected service enhancements, distribute and review bus schedules, assist customers in planning their trips.
• On buses, advise customers of expected service enhancements and distribute materials. Advise customers how to access JTA information and assistance in planning their trips.
• Assist Director of Customer Service/Engagement or designee in preparing for public outreach activities. Assist in collecting materials and supplies for meetings and outreach, delivering to and returning materials and supplies. Assist in setting up and taking down displays and materials for outreach.
• Assist in communicating with Bus Operators, Transit Operations staff, Customer Service staff and other JTA employees to explain service enhancements, and advise on most effective and efficient ways to inform customers.
• During implementation of new service enhancements, assist customers at assigned bus stops or bus stations, in finding and boarding correct buses, distributing new passenger bus schedules and/or other appropriate collateral.
• On JTA vehicles, monitor routes and customer usage/needs/feedback to ensure optimal route performance is provided to the riding public.
• Complete daily reports, including standard report forms, counts of customers reached, special reports as required
• Administer customer surveys as directed.
• Assist local businesses with educating employees about JTA services and programs.
• Regularly attend JTA internal meetings to work with Service Delivery, Service Planning and Operations on program and service development including site and schedule reviews.
• Maintain inventory of Outreach collateral and equipment.
• Regular interactions with diverse internal and external JTA stakeholders at all levels.
• Other duties as assigned.

Minimum Qualifications:

• High School Diploma or General Education Development (GED)
• One (1) year of office/clerical, and/or customer service experience
• Familiarity with JTA services, Jacksonville, Duval County, regional streets, landmarks, and communities.
• Possession of a valid/current Driver's License

Preferred Qualifications:

• Fluent in two of more languages

Knowledge, Skills and Abilities:

• Proficiency in reading, writing, and comprehension of English required.
• Experienced with Microsoft Word and Excel applications.
• High-energy individual capable of executing the described responsibilities.
• Capable of working under varied weather conditions such as rain, high temperatures, or cold.
• Endurance to stand, walk, and/or travel by vehicle for the majority of the day.
• Clear verbal articulation skills, along with effective communication and precise report-writing capabilities.
• Flexible availability required, including potential evening and weekend shifts.
• Possesses strong organizational skills with attention to detail.
• Ability to multitask and prioritize in a dynamic work environment.
• Customer service oriented with a proactive approach to problem-solving.
• Collaborative team player willing to contribute to team efforts.
• Familiarity with handling and resolving customer inquiries or complaints.

Work Environment/Physical Demands:

The Community Outreach Coordinator works mainly within the JTA service area where the noise levels fluctuate depending on the time of day due to customer traffic and JTA operations. This position may be required to work nights, weekends, and holidays. Physical demands may include:

• Sitting and/or standing for prolonged periods.
• Performing repetitive motion.
• Lifting and/or carrying heavy items.

Acknowledgements:

This position description in no way states or implies that these are the only duties to be performed. Employees are responsible for completing all mandatory training classes. Employees must also review and comply with all JTA/JTM policies, procedures, and directives. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship. All employment offers are contingent upon pre-employment drug testing.

Positions marked as ‘Safety Sensitive ’ will be subject to random testing for drug and alcohol use and if any testing is positive, the application for employment will be rejected, or if hired, employment may be terminated. Positions marked as “COOP Essential ” may be required to work whenever the Continuity of Operations Plan is activated.

Driver’s License – The position description will specify whether a driver’s license is required and the acceptable class of license. Unless an exception under Florida law exists, a nonresident must obtain a Florida driver’s license within 30 days of hire. If a driver’s license has a corrective lens restriction, the employee must wear corrective lenses when operating any vehicle for work purposes. Suspended or revoked licenses, work permits, and certain restricted licenses are not acceptable.