Customer Service Data Analyst

Job Description

Advertised Title : Customer Service Data Analyst

Internal Title : Support Services Analyst

Under the direction of the Director of Support Services, the Support Services Analyst will work primarily in the Customer Service department, but will also assist with other duties across the Support Services division (PRONTO Support Center, Customer Service, Information & Trip Planning, and the Transit Store) and within the Agency (Security, Bus Operations, Legal, etc.

The Support Services Analyst will assist with CRM case management, including customer and lost & found cases; call center data management;

Support Services trends and operational analysis as well as other daily Customer Service functions.

MTS offers competitive benefits including, but not limited to, health, dental, and vision for you and your family, vacation and sick time, retirement plans, and wellness programs.

Here are some additional perks & benefits!

• Employer paid holidays (up to 12 per year)
• FREE transit pass for you and your family
• On site gym & gym membership reimbursement
• Walk, run and / or bike event reimbursement
• Employer paid bereavement leave and jury duty
• Tuition reimbursement
• Public loan forgiveness
• Paid company training & development opportunities

much, much more!

Essential duties include, but are not limited to, the following :

EXAMPLES OF DUTIES : Essential Functions

Essential Functions

• Prepares monthly Support Services report summarizing results for all areas of department using a variety of data sources, tables, and other service metrics.
• Uses the reporting and search functionalities within CRM and other systems to identify trends by departments, reason codes, routes, etc.

and shares this data by presenting at monthly cross-departmental meetings and through reports

• Creates workbooks, pivot tables, and other data analysis tools to improve Customer Service results for the Agency through data driven campaigns.
• Investigates passenger claims of accidental fare overpayment using computerized reports to determine claim validity.
• Prepares various analyses regarding fares and data.
• Provides support for the Bus Operations team by retrieving and providing ridership reports for Agency issued PRONTO fare media data
• Assists the PRONTO Support Center / Finance / Revenue departments with scheduled reports and fare products management.
• Provides support for the MTS Ride Check program by inputting monthly rides each month and reviewing and distributing submitted reports.
• Coordinates and submits office supply orders for all Support Services departments using SAP.
• Submits requests for PRONTO cards, Access Books, and other fare media for order fulfillment
• As directed by the business need, assists customers by processing and handling passenger phone calls, live chats, written communication, emails, and feedback received via the MTS web form regarding complaints, general inquiries, compliments, and suggestions, and enters this feedback into the MTS CRM system for proper investigation and / or documentation.
• Creates and manages detailed records of all customer feedback to ensure the proper recording of all passenger incidents.
• Assists in ensuring the accuracy of all customer case records in the CRM system, including the timely resolution of all cases.
• Works with central control / dispatch to gather up-to-date information on late buses / trolleys, detours, etc.
• Spends approximately 50% of work time performing Customer Service duties, and the rest working on additional projects, reports that arise within the Support Services departments.

Duties May Include, But Are Not Limited To, The Following :

• Assists in responding to requests for informational materials from customers via mail, email or in-person, including support for the PRA process for MTS Legal and similar requests from law enforcement.
• Performs other duties as assigned.

QUALIFICATIONS :

Knowledge, Skills and Abilities

• Knowledge of or ability to learn MTS policies and regulations; ability to read, understand and apply MTS policies, regulations and union labor contracts;
• ability to write letters, memoranda and reports using clear, concise and grammatically correct English (and Spanish); ability to speak clearly, distinctly and effectively in person-to-person or small group situations using tact and diplomacy;
• ability to coordinate and initiate actions necessary to implement decisions and delegate responsibilities to appropriate personnel;
• ability to establish and maintain priorities in order to complete assignments by deadlines without detailed instructions;
• strong organizational skills and demonstrated ability to multi-task; skill in verifying the accuracy and completeness of forms and reports;

ability to learn and use other software that MTS might have or acquire; fluency in Spanish (both written and spoken) is highly preferred.

Physical Requirements

The successful candidate must be able to fulfill the physical demands of the job such as walking, stooping, sitting, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds).

Must be able operate a motor vehicle and perform tasks involving manual dexterity, such as use of a computer and 10-key.

Work will at times require more than 8 hours per day or an irregular work week to perform the essential duties of the position.

Duties will be performed primarily in an office type environment and may require travel to external locations and agencies.

Experience / Education / Certificates / License(s)

Possess a high school diploma or GED equivalent. College-level degree or coursework is preferred. A minimum of three (3) years of demonstrated experience in a fast-paced, professional customer service environment with increasing level of job responsibilities is highly desired.

Strong proficiency using Excel, Power BI, and other data analytics programs also highly desired. Previous accounting and / or auditing experience is a plus.

Must possess and maintain a valid California driver's license.

GENERAL :

Must satisfactorily pass all applicable examinations including, but not limited to, a pre-employment physical, drug screen and background check.

SALARY GRADE : #6 ($44,003 - $86,603)*

HIRING RANGE : $58,000 - $68,000

DISCLAIMER : The above described job elements are intended to indicate the general nature and levels of work being performed by employees assigned to the job.

They are not intended to be an exhaustive list of duties, responsibilities and skills required of employees so classified.

Management retains the discretion to add to or change the duties of the position at any time.