Customer Service Analyst

Basic Function

Gathers customer complaint data from various systems to review and analyze for a better understanding of how to assist the agency with overall customer complaint resolution.  Reviews data and creates easily understandable reports for customer service and other departments.  Reviews data from the Public Comment System and Customer Service Call Center and coordinates initiatives that support and enhance the Agency’s commitment to customer satisfaction. Provides excellent customer service to METRO customers. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

• Gathers data from various systems and sources to perform analysis, trending, forecasting, and business impact. 
• Reviews data from the Public Comment System and Customer Service Call Center and coordinates initiatives that support and enhance the Agency’s commitment to customer satisfaction. 
• Prepares reports to assist other METRO departments in providing better customer service and complaint resolutions.  
• Creates reports and data-driven presentations that translate data into various mediums, including charts, graphs, displays, and tables.
• Performs analysis, trending, and communication of key performance indicators (KPI) and business initiatives.
• Develops and compiles reports, daily, weekly, monthly, and on demand, from different sources and applications.
• Responsible for reporting metrics for all functions and work groups within customer service.
• Compiles Executive level reporting as required.
• Works with various cross-functional departments. 
• Provides various daily statistical reports for department leaders to use to mentor frontline agents and improve overall service to the customer.
• Assists as a backup to Workforce Management System and Systems Coordinator. 
• Addresses and resolves angry, complex, and escalated customer issues, concerns, and inquiries.
• Attends public meetings and events to represent METRO when needed.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school diploma or GED.  Bachelor degree in business administration, computer science, statistics, or related field preferred.

Years & Experience Required

Minimum of five (5) years customer service experience, preferably in an incoming call center environment with an emphasis on reporting and analysis utilizing spreadsheets and databases.  Experience creating reports and analyzing data using MS Excel.

Knowledge & Skills Required

Knowledgeable of MSSSQL, MS Excel, MS Access, and MS PowerPoint.  Excellent communication skills.  Understanding of reporting in an Inbound agent environment.  Knowledge of Call Center technologies (CISCO, WFM, CRM).  Bi-lingual skills helpful.  Ability to work effectively in a team oriented, high demand, and fast-pace environment.  Ability to maintain confidentiality and work with sensitive data and information.  Must have excellent verbal and written communication skills. Bilingual skills are a plus.

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.