Customer Service Data Analyst

San Diego Metropolitan Transit System (MTS)•San Diego, CA

10h

About The Position

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 and Passenger Support, 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.

Requirements

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
Possess a high school diploma or GED equivalent.
Must possess and maintain a valid California Driver License or be able to utilize alternative transportation when needed to perform job-related essential functions.
A minimum of three 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, SAP, Salesforce, and other data analytics programs also highly desired.

Nice To Haves

College-level degree or coursework is preferred.
Fluency in Spanish (both written and spoken) is highly preferred.
Previous accounting and/or auditing experience is a plus.

Responsibilities

Prepares monthly Support Services report summarizing results for all areas of department using a variety of data sources, tables, and other service key performance indicator metrics.
Uses the reporting and search functionalities within CRM, Salesforce, 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 data, financial and trend analysis regarding fares and departmental KPIs.
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 and assists in tracking supply inventory.
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.
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.