About the Department

Under general supervision, performs a variety of routine to difficult professional activities in support of San Joaquin Regional Transit District (RTD) customer experience; performs a variety of duties related to facilitating communication efforts between RTD personnel, customers, and residents of San Joaquin County. Travels within city and county boundaries to represent RTD at multiple venues and events. Provides support and guidance to promote current technology on the use of public transit; collects and analyzes customer satisfaction data; increases customer satisfaction and provides confidence for existing and first-time riders through interpersonal support and communication; performs special projects and handles more difficult, or sensitive customer issues and complaints; and performs related duties as assigned.

Please refer to the work schedule for this position listed below:
Scheduled work days: Generally, Monday through Friday, with typical work hours between 8:00 a.m. and 1:00 p.m. Work schedules may be adjusted based on outreach events, presentations, training activities, community meetings, and operational needs. The position requires flexibility to adjust work hours and days as needed to support community engagement activities, including weekend and multi-day events, early-evening meetings, and outreach presentations. While presentations are typically scheduled during regular business hours, they may occur in the morning or afternoon and require schedule adjustments. Weekend assignments, including approximately two Saturdays per month, may be required depending on outreach and event schedules.

This is part-time position and there are no benefits associated with this position, unless required by law.

Community Outreach Specialist I is the entry-level class in the customer engagement class series. Under close supervision, the incumbent learns to perform the more routine, less sensitive customer service activities and functions, including providing information on RTD commuter services to interested parties. As experience is gained, duties are performed more independently. An incumbent is expected to carry out responsibilities with initiative and creativity, exercising sound professional judgment and problem solving skills.

Community Outreach Specialist II is the journey-level class in the customer engagement class series. Under general supervision, the incumbent independently performs the full range of essential duties described for the class in customer service activities and functions, including special projects and handling the more difficult, complex, or sensitive customer issues and complaints. An incumbent in this class performs their responsibilities with a significant degree of independence and application of professional experience and judgment.

Successful candidates may be hired at either the Specialist I or Specialist II level depending on experience/qualifications.

Position Duties

The following statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Works collaboratively with all constituent groups, including staff, board members, volunteers, riders, and other supporters.
Develop a thorough understanding of RTD’s bus services, programs, and resources to effectively inform and assist customers.
Fosters and cultivates new and old relations with extraordinary customer service.
Plans and maintains outreach activities, including community events, workshops, appearances, and other communication opportunities.
Create and maintain a detailed schedule to visit various community locations, including senior homes, assisted living facilities, schools, and businesses, to share information about RTD services.
Attends community events, transportation fairs, and other venues as required for the purpose of promoting all RTD services.
Assists groups and individuals through new technology as it pertains to customer service; answers service-related questions, provides general information and assistance to customers and members of the public.
Performs visual inspections of RTD facilities, bus stops, and shelters in assigned areas to ensure safe a environment for customers as outlined in RTD’s Facilities Code of Conduct.
Collect feedback from community interactions and provide actionable insights to support organizational decision-making.
Draft detailed plans, reports, and analysis based on community engagement activities and collected data.
Facilitates and conducts community outreach workshops and presentations to schools, social services, resources centers, senior centers, senior communities, employers, community events, professional organizations, RTD employees, and the general public.
Participates in events, activities, and services provided by RTD and ancillary community relation teams.
Assists customers with trip planning and schedule information as needed at RTD’s Downtown Transit Center.
Assess and resolve customer relations issues and complaints requiring a high degree of sensitivity and sound independent judgment; ensures that appropriate action is taken by other RTD departments or staff.
Performs data entry and/or verbal reporting.
Performs other related duties as required and assigned.

Minimum Qualifications

Knowledge of:

Customer relationship management concepts and practices, systems, and theories.
Research methods and techniques.
Basic principles and procedures of record keeping.
Microsoft Office Suite, including Word, Access, PowerPoint, and Excel.
RTD bus routes and schedules.
RTD organization, rules, policies, and procedures applicable to departmental operations.
Safety rules and regulations, safe work and operational practices, and applicable safety equipment.
Principles and practices of customer service.
Principles and practices of sound business communication.
Cultural competency and practices that promote inclusivity and respect within community interactions.

Ability to:

Occasionally work outside of normal business hours (after hours and weekends).
Define customer service issues, analyze problems, evaluate alternatives, and develop sound conclusions and recommendations.
Develop and implement sound customer support processes and standards.
Represent RTD effectively in public settings on a variety of issues.
Organize, set priorities, and meet deadlines within areas of responsibility.
Understand, interpret, explain, and apply technical information.
Reach sound decisions in accordance with laws, regulations, rules, and policies.
Communicate clearly and effectively, orally and in writing.
Exercise sound, expert independent judgment within general policy guidelines.
10.Operate a computer using word processing and other business software such as Microsoft Word, Excel, PowerPoint, Outlook, and Adobe Acrobat.
Establish and maintain effective working relationships with all levels of RTD management, Board of Directors, staff, employee organizations and their representatives, other governmental officials, community groups, contractors, vendors, and the public.

Empty head
Empty headingEducation, Training and Experience:

A typical way of obtaining the knowledge, skills, and abilities outlined above is:

Community Outreach Specialist I: Graduation from an accredited two-year or four-year college or university with a minimum of approximately one to three years of professional experience in customer service experience; or an equivalent combination of training and experience. One (1) additional year of the required experience may be substituted for each year (30 semester hours) of the required education.

Community Outreach Specialist II: Graduation from an accredited four-year college or university with approximately three to five years of professional experience in customer service experience; or an equivalent combination of training and experience. One (1) additional year of the required experience may be substituted for each year (30 semester hours) of the required education.

Licenses; Certificates; Special Requirements:

A valid California Class C driver's license.
Experience in a public transit agency or governmental setting is preferred.
Bilingual in Spanish preferred.

PHYSICAL AND MENTAL DEMANDS
The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:
While performing the duties of this class, an employee is regularly required to walk, sit, talk, and hear in person and by telephone, use hands repetitively to operate standard office equipment, and reach with hands and arms. The employee is frequently required to stand and walk and occasionally required to stoop, kneel, and bend. The employee occasionally lifts up to 25 pounds.
Specific vision abilities required by this class include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

Mental Demands:
While performing the duties of this class, the employee is regularly required to use written and oral communication skills; read and interpret complex data, information, and documents; analyze and solve complex problems; observe and interpret people and situations; use math and mathematical reasoning; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks with constant interruptions; work under intensive deadlines and interact with all levels of RTD management, staff, representatives of employee organizations, other governmental officials, contractors, vendors, and the public.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this class, the employee works under typical office conditions and the noise level is moderately noisy.

Other Qualifications

This is part-time position and there are no benefits associated with this position, unless required by law.

The provisions of this bulletin are subject to change without notice and do not constitute an express or implied contract.

Benefits

: The District offers a competitive employee benefit program that includes:

INSURANCE: RTD provides comprehensive health and dental insurance package for all full-time employees and their dependents. RTD also provides $20,000 life insurance for all full-time employees.

SICK LEAVE: Twelve (12) days per year for all full-time employees.

VACATION: Two (2) weeks to six (6) weeks depending on length of service for full-time employees.

RETIREMENT: RTD participates in a 401(a) retirement plan in which RTD provides a generous match.

Supplemental Questions

Do you possess a valid California Class "C" Driver's License?

What is your highest level of completed education?

High School or GED
Some College
Vocational School
Associate's Degree
Bachelor's Degree
Master's Degree
Doctorate Degree/PhD
Juris Doctorate
None

If offered this position, I understand I may be required to submit proof of education validating level of college education.

How many years of customer service experience do you have directly dealing with the public?

No experience
Less than 1 year
1 year to less than 2
2 years to less than 3
3 years to less than 4
4 years to less than 5
5 or more years

How many years of community outreach experience do you have?

No experience
Less than 1 year
1 year to less than 2
2 years to less than 3
3 years to less than 4
4 years to less than 5
5 years to less than 6
6 years to less than 7
7 years to less than 8
8 years to less than 9
9 years to less than 10
10 or more years

Which level do you believe you are best qualified for?

Specialist I
Specialist II

Why do you believe you are qualified for this position?

Please state your minimum salary requirement.

Are you able to work occasional evenings and weekends?

Are you able to work 100% in the office?

Do you meet the minimum age requirement that is required for this position?

Required Question

Agency Information

Employer: San Joaquin Regional Transit District
Department: Customer Engagement
Address: 421 E. Weber Avenue

Stockton, California, 95202
Phone: (209) 943-1111
Website: http://sanjoaquinrtd.com/

Community Outreach Specialist I/II (Part-Time)