Social Media & Executive Correspondence Specialist

Summary

The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro’s Mobility Division, Customer Communication and Services (CCS) Section is seeking an innovative, customer-focused professional to serve in a hybrid role supporting Executive Correspondence, social media engagement, and creating service disruption information for the public.

Executive Correspondence work will include leading and coordinating the creation of written responses to customer comments received by executive levels of government, including commendations, service requests, and complaints. Customer comments may originally come from individuals, elected officials, or community organizations.

Social media engagement will include responding to customer inquiries, commendations, and complaints submitted via Metro's social media accounts, including but not limited to Facebook, Twitter, Instagram, and blogs.

In addition, this role will manage customer comments using Salesforce C3, Metro’s customer relationship management (CRM) application. Communication Specialist II will build and maintain strong working relationships across a wide range of Metro’s divisions and sections to ensure that information shared through executive-level correspondence and social media is timely, accurate, and aligned with Metro’s policies and long-term strategic priorities.

The Communications Specialist II must exercise excellent judgment, strong written communication skills, and political awareness, while remaining sensitive to culturally diverse communication styles and perspectives.

This role regularly communicates information to thousands of customers and produces correspondence on behalf of Metro’s senior leadership. It requires exceptional attention to detail, sound judgment, and the ability to navigate politically sensitive situations. This is a fast-paced, highly visible, and occasionally demanding position that plays a key role in maintaining clear and effective communication between Metro and the communities it serves.

Position Info: This recruitment will be used to fill one (1) Communication Specialist II. In addition, this selection process may be used to generate an eligibility pool for future Career Service, Special Duty Assignment, and Term Limited Temporary vacancies that may occur in this classification within this workgroup. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.

Who may apply: We are accepting applications from all qualified individuals including current King County employees and the general public.

Job Duties

Applying equity and social justice principles is a daily responsibility and foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of this work. As the Communication Specialist II, you will:

• Apply equity and social justice principles to all aspects of the work.
• Manage and monitor Executive Correspondence emails, coordinating information for replies, sending responses, managing C3 cases to completion.
• Monitor, develop, and respond to social media communication.
• Maintain consistent and clear social media communications that conform to Metro's guidelines for style and tone.
• Assist with development of public communications relayed through social media platforms and other applications.
• Analyze social media trends and relay appropriate information to management to aid in operational or policy recommendations.
• Assist in the development of written communications, materials, and electronic messages to inform Bus, Light Rail, Marine, and customers of other Metro mobility services about construction impacts, schedule and route changes, service delays, track outages, special services, company policies, and programs.
• Conduct research to support the preparation and development of special reports, presentations, and complex correspondence.
• Assist the organization in communicating with customers about special activities, new services, emergencies, and/or other major service disruptions.
• Write, edit, and proofread assigned editorial copy, ensuring accuracy, corporate style, correct grammar usage, spelling, and clarity.
• Create electronic and print layouts using web content management and other computer application software.
• Assist in training and developing internal staff capabilities for providing social media communication across multiple platforms.
• Participate in the development and preparation of special presentations.
• Interact with specific audiences to provide information, listen to concerns, and help resolve problems.
• Coordinate and promote special events, services and/or programs, including participation by other organizations.
• Work under the direction of the CITRS Chief or FA IV to perform duties and assignments.
• Other duties as assigned including providing on-site or remote support for the creation of digital service disruption alerts.

Experience, Qualifications, Knowledge, Skills

We'd love to hear from those who have:

• Experience creating and providing digital information to internal and external customers.
• Experience delivering customer service via multiple platforms (e.g., in-person, phone, email, online chat, etc.).
• Experience using social media platforms.
• Ability to monitor and measure the effectiveness of social media communications and relay important information and trends to management.
• Good judgment, decision-making, and creative problem-solving skills include the ability to use discretion in public sector environments that include politically sensitive issues.
• Skill in assessing the communication needs of target audiences.
• Skill in writing and editing in a clear, concise, and persuasive manner that conforms to good journalistic, marketing and/or publishing writing styles.
• Skill in communicating with a highly diverse population.
• Skill in working with confidential and/or proprietary information.
• Experience working under pressure in a fast-moving, highly visible role.
• Ability to verbally communicate ideas clearly and persuasively.
• Attentiveness to detail with the ability to multitask and prioritize effectively.
• Ability to plan, organize, and schedule own work assignments, and coordinate with others to deliver results on deadlines.
• Willingness and ability to become highly knowledgeable about diverse elements of Metro's services.
• Ability to become knowledgeable of regulatory and legal requirements associated with position responsibilities.
• Demonstrated skills in Microsoft Word, Outlook, Teams, and SharePoint.
• Excellent attention to detail, with demonstrated analytical, problem-solving, and research skills.
• Proficiency in written communication for digital publication.
• Basic knowledge and understanding of Metro’s transit system and services, and public-facing customer communications methods and tools.
• Proficiency and ease in using business communication tools and new technology in your everyday work.
• Report to work for varying shifts on-site and at remote locations, as necessary.

• Experience in external customer communications in a transit environment.
• A bachelor's degree in communications, English, Journalism, or a related field.
• Experience using Salesforce.
• Experience in public transportation communication via a variety of channels including face-to face, social media platforms such as Instagram, Facebook, X (Twitter) and YouTube.
• Experience using Sprout Social.
• Experience or knowledge of writing for digital accessibility.
• Experience working with internal and external diverse communities.
• Self-motivated and able to work independently or as part of a team.

Supplemental Information

Required Application Materials

• A completed Job Application (employment history should go back at least 10 years if you have 10 years of employment (or more to include all relevant experience). Resumes are not accepted in lieu of a completed job application.
• Resume
• Complete the supplemental questions
• Cover Letter summarizing how your education and/or experience meets the position's qualifications and how it has prepared you to perform the responsibilities and duties of this job.
• Attach 3 examples of written materials you have published or sent - from blogs, social media, web opinion interactions, and/or business correspondence. These should preferably be customer service oriented. Please submit work as Word or PDF document.