Customer Experience Trainee

FOR ASSISTANCE IN APPLYING: 

Check out our Applicant Tips on How to Apply! Need more resources?  Visit our Applicant Toolkit for additional support throughout the recruitment process. 

BEFORE YOU APPLY: 

• Meet Minimum Qualifications: Ensure you meet the Minimum Qualifications listed on the job opening by the job closing date. You must specify your qualifications on your application. The minimum experience and training requirements listed must be met by the close date on the job opening, unless otherwise specified.  
• Educational Credits: List your earned credits and degrees from accredited institutions accurately on your application. To receive educational credits towards qualification, the institution must be accredited. If the institution of higher learning is located outside of the U.S., you are responsible for providing documentation from a recognized USA accrediting service which specializes in determining foreign education equivalencies to the contact listed below by the closing date listed on the job posting. 
• Resume Policy: Per Public Act 21-69, resumes are not accepted during the initial application process. As the recruitment process progresses, candidates may be required to submit additional documentation to support their qualification(s) for this position. This documentation may include: a cover letter, resume, transcripts, diplomas, performance reviews, attendance records, supervisory references, licensure, etc., at the request and discretion of the hiring agency. 
• Preferred Shift/Location: Select all location(s) and shift(s) you are willing to work on your application. Failure to do so may result in not being considered for vacancies in that specific location or shift. 
• Timely Submission: All application materials must be received by the job posting deadline. You will be unable to make revisions once you officially submit your application to the State.  Late submissions are rarely accepted, with exceptions only for documented events that incapacitate individuals during the entire duration of the job posting. Request exceptions by emailing DAS.SHRM@ct.gov (Opens in a New Window). 
• Salary Calculations: For current state employees, salary calculations are not necessarily comparable from one of the three branches of state government (i.e., Executive, Legislative, Judicial) to the other. 
• Note: The only way to apply to this posting is via the ‘Apply’ or ‘Apply Online’ buttons on the official State of Connecticut Online Employment Center job posting.

AFTER YOU APPLY: 

• Some email providers may experience delays or issues delivering messages. To avoid missing important updates—such as referral questionnaires or interview scheduling links—please check your Personal Status Board regularly.
• For added convenience, you can also enable text (SMS) notifications. To do this, log in to your Personal Status Board and select “Update My Contact Information.”
• Referral Questions: This posting may require completion of additional Referral Questions (RQs), which must be completed by the questionnaire’s expiration date. If requested, RQs can be accessed via an email sent to you after the job close date or by visiting your JobAps Personal Status Board (Certification Questionnaires section).   
• Prepare For An Interview: Interviews are limited to those whose experience and training are most aligned with the role. To prepare, review this helpful Interview Preparation Guide to make the best impression! 
• Stay connected! Log in daily to your JobAps Personal Status Board to track your status and check email (including spam/junk folders) for updates and tasks.  
• The immediate vacancy is listed above, however, applications to this recruitment may be used for future vacancies in this job class.  
• Note: This position will be filled in accordance with contractual language, reemployment, SEBAC, transfer, promotion and merit employment rules. Candidates who are offered and accept a position with the State of Connecticut are bound by the State Code of Ethics for Public Officials and State employees, available at www.ct.gov/ethics.
• This employer may participate in E‑Verify and will provide the federal government with your Form I‑9 information to confirm work authorization.

QUESTIONS? WE’RE HERE TO HELP: 

Due to high volume, we are unable to confirm receipt or provide status updates directly. For recruitment updates, please check your Personal Status Board and review our Frequently Asked Questions. If you have additional questions about the recruitment process, reach out to Frank DeCusati at frank.decusati@ct.gov (Opens in a New Window).

Join the State of Connecticut and take your next career step with confidence!

In a state agency this class is accountable for mastering the skills necessary to satisfactorily complete the training program for a professional position.

• Contributes to the development of the Bureau of Public Transportation Customer Comment Clearinghouse – an initiative to automate, centralize, and analyze all transit customer feedback data submitted to CTDOT and transit agencies throughout the state;
• Assists with responding to transit customer and stakeholder inquiries and tracks and maintains a communications log to ensure responses are provided in a timely manner;
• Helps develop and maintain reports, visualizations, and dashboards to communicate insights to staff, leadership, and stakeholders;
• Contributes to the development of metrics and key performance indicators aligned with the Bureau of Public Transportation mission and strategic goals;
• Assists with the implementation, evaluation, and future updates to CTDOT’s Customer Experience Action Plan;
• Assists with public engagement activities with transit customers and stakeholders;
• Supports other unit initiatives, including statewide fare transformation, FTA Title VI Service and Fare Equity analysis, and customer-facing transit technology projects, as needed;
• Performs related duties as required.

• Oral and written communication skills; 
• Ability to
  • acquire knowledge and skills required for the target classification;
  • understand, evaluate and solve problems by exercising judgement and logic;
  • read, interpret and understand written material;
  • perform basic arithmetical computations;
  • interpret charts, graphs and tables;
  • learn and reason;
  • establish and maintain cooperative relations with superiors, associates and general public;
  • utilize computer software.

• A Bachelor's or Master's degree in Public Administration, Public Policy, Urban or Regional Planning, Data Science, Computer Science, Data Analytics, Business Analytics, Statistics, Applied Mathematics, Marketing, Communications, or a closely related field
• Experience or training with Microsoft Office (Word, Excel, PowerPoint, and Outlook) or similar software through coursework, work experience, or internship experience
• Experience or training in data collection, databases, data analysis, and data visualization through coursework, work experience, or internship experience
• Experience or training communicating in writing and verbally with members of the public through coursework, work experience, or internship experience
• Experience or training working in a high‑volume, deadline‑driven environment while managing multiple priorities simultaneously through coursework, work experience, or internship experience
• Experience utilizing public transportation services, or experience or training in public transportation planning and operations through coursework, work experience, or internship experience

AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER

The State of Connecticut is an equal opportunity/affirmative action employer and strongly encourages the applications of women, minorities, and persons with disabilities.