San Diego Metropolitan Transit System (MTS) · 20 hours ago
Customer Service Data Analyst
San Diego, CA
Full-time
Onsite
Mid Level
$59K/yr - $84K/yr
3+ years expSan Diego Metropolitan Transit System (MTS) is seeking a Customer Service Data Analyst to support the Customer Service department and assist with various duties across the Support Services division. The role involves data analysis, CRM case management, and improving customer service results through data-driven campaigns and operational analysis.
Customer ServiceTransportationRailroad
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
Qualification
Required
Possess a high school diploma or GED equivalent
A minimum of three years of demonstrated experience in a fast-paced, professional customer service environment with increasing level of job responsibilities
Strong proficiency using Excel, Power BI, SAP, Salesforce, and other data analytics programs
Must possess and maintain a valid California Driver License or be able to utilize alternative transportation when needed to perform job-related essential functions
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
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
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 to 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
Preferred
College-level degree or coursework is preferred
Previous accounting and/or auditing experience is a plus
Company
San Diego Metropolitan Transit System (MTS)
As the largest provider of public transportation in San Diego County, the Metropolitan Transit System (MTS) is committed to providing exceptional service to the people of the San Diego region.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Sharon Cooney
Chief Executive Officer
Larry Marinesi
Chief Financial Officer
Company data provided by crunchbase