Customer Service and Data Analysis Assistant

HumanEdge - Newark, NJ

Full-time - Entry Level

Newark, NJ

Professional, Scientific, and Technical Services

About the position

The Customer Service and Data Analysis Assistant will serve as the primary point of contact for Company Operations regarding service reporting and customer service data for various rail lines. This role involves coordinating communication about service status, addressing customer issues, and analyzing data to improve operational efficiency. The assistant will also participate in meetings, develop reports, and assist in emergency operations as needed.

Responsibilities

• Act as the primary point of contact for service reporting and customer service data for various rail lines.
• Coordinate dissemination of service status messages through multiple channels including travel alerts and public announcements.
• Review and address customer issues entered in Salesforce CRM and generate ad hoc reports.
• Collect, maintain, analyze, and report data regarding Operations key performance indicators (KPIs).
• Develop reports and narratives for Operations or other departments regarding ongoing operations and incidents.
• Attend meetings with Customer Service, Public Information, and Social Media personnel to confirm planned maintenance and events.
• Coordinate with Public Information for message development related to service adjustments or outages.
• Participate in business car ride alongs to observe safety and managerial inspections.
• Travel as an 'Eyes and Ears' employee to ensure on-time efficiency and accuracy of customer information.
• Assist the Deputy Chief of Operations with various duties as assigned, especially during major service events.

Requirements

• Bachelor's degree in communications, business administration, computer science, or related field from an accredited college or university, or 4 years of applied experience in a related field.
• 2 years of experience in passenger/business communications, public relations, or customer communications.
• At least 1 year of experience in a data analytics or similar role.
• At least 1 year of customer service experience in a public-facing role.

Nice-to-haves

• Power BI experience
• Knowledge of or experience with extensive enterprise/public transportation/rail logistics systems
• Knowledge of National Incident Management System (NIMS)

Benefits

• Health insurance
• 401k
• Paid holidays
• Flexible scheduling