Service Reporting/Customer Service Analyst

$50,460 - $50,460/Yr

Employment Solutions - Newark, NJ

Full-time - Entry Level

Newark, NJ

11-50 employees

Administrative and Support Services

About the position

The Service Reporting/Customer Service Analyst is responsible for managing service reporting and customer service data for three light rail systems. This role involves coordinating communication regarding service status, addressing customer issues, and analyzing operational data to enhance service efficiency. The position requires flexibility to work during adverse conditions and is classified as essential operational personnel, necessitating attendance during emergencies and significant service disruptions.

Responsibilities

• Primary point of contact for Light Rail Operations on service reporting and customer service data and matters for 3 light rail systems
• Coordinate the dissemination of messages related to the status of service on the 3 light rail systems
• Review, investigate and address customer issues entered in Salesforce
• Collect, maintain, analyze and report data regarding Light Rail Operations KPIs
• Develop reports/narratives by Light Rail Operations or other internal departments
• Attend meetings with Customer Service, Public Information and Social Media
• Coordinate with Public Information for message development
• Periodically visit each Light Rail system and participate in inspections
• Periodically travel as an Eyes and Ears employee to observe timetables/schedules
• During major service events or disruptions, act as primary Light Rail and Contract Services designee at the Emergency Operations Center
• Participate in necessary training related to Emergency Operations Center and incident management
• Report to and assist the Deputy Chief of Light Rail Operations

Requirements

• Bachelor's degree in Communications, Business Administration, Computer Science or related field or 4 years applied experience in related fields
• 2+ years' experience in passenger/business communications, public relations, or customer communications
• 1+ years' experience in data analytics or similar role
• 1+ years' customer service experience in a public facing role

Nice-to-haves

• 1+ years' experience with Salesforce or similar CRM
• Power BI experience
• Knowledge of/experience with extensive enterprise/public transportation/rail logistics systems
• Knowledge of National Incident Management System (NIMS)

Benefits

• Salary starting at $50,460 per year
• Potential for contract extension
• Flexible working hours including weekends and holidays as needed