Job Description

Newark, NJ    
Contract
Monday through Friday (onsite)
$24.25/hour

CUSTOMER SERVICE ANALYST

Responsibilities:

• Act as the primary point of contact for client on service reporting and customer service data and matters on specific rail lines.
• Coordinate the dissemination of messages related to the status of service on the three light rail systems and the impacts any service disruptions may have to ensure this information is delivered to customers through various channels including travel alerts, Website, station public address announcements, on-board train announcements, and public information/customer service/social media.
• Review, investigate and address customer issues entered in Salesforce CRM, in addition to generating ad hoc reports and analyzing customer trends to assist with each system’s operability. Investigations into customer cases will often require interaction with managers/superintendents and regular coordination with Customer Service.
• Regularly collect, maintain, analyze, and report data regarding key performance indicators (KPIs), for both internal, state, and federal use, including National Transportation Database (NTD) annual reporting.
• Develop reports and narratives as needed by departments, providing information into ongoing operations, incidents, and other related matters.
• Attend regular meetings with Customer Service, Public Information, and Social Media personnel to confirm planned maintenance, special events, or other events impacting Light Rail and develop communications as necessary.
• Coordinate with Public Information for “message development” in relation to sudden service adjustments or outages.
• Periodically visit each system and participate in the “business car” (no customers) ride along to observe safety and managerial “inspections” of each system and document as necessary.
• Periodically travel as an “Eyes and Ears” employee to observe timetables/schedules to ensure on time efficiency. This should also include random station/platform walk throughs and observation of postings and customer information to ensure accuracy and effectiveness of signage, as well as assisting customers as necessary.
• Report to and assist the Deputy Chief of Light Rail Operations and assist him/her with various duties as assigned.
• During major service events or disruptions, act as the primary Light Rail and Contract Services designee at the Emergency Operations Center (EOC).
• Participate in necessary training related to Emergency Operations Center and incident management.
• On call 24/7 unless otherwise directed.

Qualifications:

• Bachelor’s degree in communications, business administration, computer science or related field from a US Department of Education accredited college or university or (4) years of applied experience in passenger communication systems, corporate communications, public relations, customer service or related field.
• 2 years of passenger/business communications, public relations, or customer communications required.
• At least 1 year of experience in a data analytics or similar role required.
• At least 1 year of customer service experience in a public facing role good to have.
• Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
• Intermediate to advanced Excel skills (data visualization, formulas, pivot tables, macros, etc.)
• At least one year of Salesforce or similar CRM experience (report generation, list creation, case management)
• Power BI experience good to have
• Knowledge of or experience with extensive enterprise/public transportation/rail logistics systems good to have
• Knowledge of National Incident Management System (NIMS) and/or willingness to learn
• Excellent organizational skills
• Excellent interpersonal, written, and verbal communication skills are required.

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