Service Reporting​/Customer Service Analyst; EOC Designee

We are hiring a Service Reporting/Customer Service Analyst (EOC Designee) for one of our clients in Newark, NJ.

• Act as the primary point of contact for NJ TRANSIT's (NJT) Light Rail Operations on service reporting and customer service data matters for the River LINE (RL), Light Rail (HBLR), and the Light Rail (NLR).
• Coordinate the dissemination of messages related to the status of service on the three light rail systems and the impacts any service disruptions may have to ensure this information is delivered to NJ customers through various channels including travel alerts, NJT Website, station public address announcements, on‑board train announcements, and NJ public information/customer service/social media.
• Review, investigate and address customer issues entered in Salesforce CRM, in addition to generating ad‑hoc reports and analyzing customer trends to assist with each LR system's operability.
• Investigations into customer cases will often require interaction with Light Rail managers/superintendents and regular coordination with NJT Customer Service.
• Regularly collect, maintain, analyze, and report data regarding Light Rail Operations key performance indicators (KPIs), for both internal, state, and federal use, including National Transportation Database (NTD) annual reporting.
• Develop reports and narratives as needed by Light Rail Operations or other NJT departments, providing information into ongoing operations, incidents, and other related matters.
• Attend regular meetings with NJT Customer Service, Public Information, and Social Media personnel to confirm planned maintenance, special events, or other events impacting Light Rail and develop communications necessary.
• Coordinate with NJT Public Information for message development in relation to sudden service adjustments or outages.
• Periodically visit each Light Rail system and participate in the Light Rail business car (no customers) ride‑along to observe safety and managerial inspections of each NJT Light Rail system and document as necessary.
• Periodically travel as an Eyes and Ears employee to observe timetables/schedules to ensure on‑time efficiency. This should also include random station/platform walkthroughs and observation of postings and customer information to ensure accuracy and effectiveness of signage, as well as assisting customers as necessary.
• Report to and assist the Deputy Chief of Light Rail Operations and assist him/her with various duties as assigned.
• During major service events or disruptions, act as the primary Light Rail and Contract Services designee at the Emergency Operations Center (EOC).
• Participate in necessary training related to NJ Emergency Operations Center and incident management.
• On call 24/7 unless otherwise directed.
• Other Light Rail duties as assigned.

• Bachelor's degree in communications, business administration, computer science or related field from a US Department of Education accredited college or university or (4) years of applied experience in passenger communication systems, corporate communications, public relations, customer service or related field.
• 2 years of passenger/business communications, public relations, or customer communications required. At least 1 year of experience in a data analytics or similar role required. At least 1 year of customer service experience in a public facing role good to have.

• Microsoft Office Suite (Word, Excel, PowerPoint, SharePoint)
• Intermediate to advanced Excel skills (data visualization, formulas, pivot tables, macros, etc.)
• At least one year of Salesforce or similar CRM experience (report generation, list creation, case management)
• Power BI experience good to have
• Knowledge of or experience with extensive enterprise/public transportation/rail logistics systems good to have
• Knowledge of National Incident Management System (NIMS) and/or willingness to learn
• Excellent organizational, interpersonal, written, and verbal communication skills are required

• Work hours:
  
  40
• Primary business hours but must be able to respond and work due to unforeseen happenings, including some weekends, nights, holidays and special events as required for EOC duties.
• This position is classified as Essential Operational Personnel and will be required to report to work during adverse weather or commuting conditions.
• Lunch Period (Unpaid): 30 Minutes.

• Dress Code (Business Attire/Business Casual/Casual):
  Business Casual; occasional Business Attire
• Occasional travel to light rail properties.