Customer Service Analyst
Company: METRO
Location: Houston
Posted on: May 1, 2024
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Job Description:
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
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.
Keywords: METRO, Houston , Customer Service Analyst, Hospitality & Tourism , Houston, Texas
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