Social Media & Executive Correspondence Specialist

Full Job Description

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.

Requirements

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.

Qualifications

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.

Desirable Qualifications (not required)

• 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.

Additional 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.

NOTE: Applications that do not include the required materials may be rejected as incomplete and will not advance in the process.

Selection Process
All the application materials will be screened for qualifications, competitiveness, completeness, attention to detail and written communications kills. The most competitive candidates may be invited to participate in one or more interviews. Final offers are contingent on successful completion of reference checks.

Work Schedule
This position is non-exempt from the provisions of the Fair Labor Standards Act and overtime eligible. Employees are paid on a bi-weekly schedule, every other Thursday. Work hours are comprised of a 40-hour work week within core hours of workday, normally 6:00 a.m.-6:00 p.m., Monday through Friday.

Union Representation/Job Code/Grade
Protec17/252202/54

Work Location
This is a hybrid position. The team works in a hybrid model, with days in the office as well as telecommuting. Currently the team is required to work 1 day in office each week. In office requirements are anticipated to increase to 2-3 days per week in 2026. The ratio of remote to onsite work will be dependent on business needs and is subject to change. Employees may be assigned other sites and will have access to shared workspaces at various King County facilities to include KSC. The primary onsite location is King Street Center, 201 S. Jackson, Seattle, Washington 98104

Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.

King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment. Employees will be provided with a County-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.

To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact: Manal Tirhi, mtirhi@kingcounty.gov

Forbes recently named King County as one of Washington State's best employers. Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work, and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion, and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way, and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO)Employer.
No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.