Metropolitan Transportation Authority

Description

Position at MABSTOA

Department: NYCT - Buses

Location: 2 Broadway, New York, NY, 10004

Position Title: Customer Feedback Analyst – Bus Location Information, Emerging Talent Intern

Hourly Rate: $21.00 (Graduate)

OVERVIEW OF DEPARTMENT:

The Fleet Technologies Group is an innovation and operations support group within the Department of Buses (DoB) that pilots, implements, operates and maintains new operational technologies for the benefit of our customers and bus depots. Beginning with our flagship AVL system we have developed a wide portfolio of technology projects. We are sister group to and work hand-in-glove with the Zero Emissions Fleet Transformation Group, which seeks to fulfill the MTA mandate to operate only electric buses by 2040.

RESPONSIBILITIES:

1) Address and classify the ongoing AVL “complaints” queue in our Salesforce implementation.

2) Research background data on each complaint using in-house web tools.

3) Identify and verify root causes and take appropriate actions,

4) Respond to customers and establish an "MTA cares" response for them.

5) Inform external stakeholders of any correctable network errors and follow up on with them to ensure corrective actions are taken.

6) Perform analytics, coordination, and other efforts for the ZEFT Program.

7) Analyze and / or summarize data.

8) Prepare presentations and / or diagrams.

PROJECTS:

1) Customer Response Management for issues relating to bus locations (AVL),

2) Bus service network updates based on customer feedback, and

3) Contract management support for Zero Emission Fleet Transformation (ZEFT)

REQUIRED QUALIFICATIONS:

• Proficiency in Microsoft Office Suite is a must.
• The candidate should possess organizational, analytical and communication skills.
• The candidate should be able to work well under pressure and prioritize tasks effectively.
• The candidate should have a keen eye for detail and be able to work independently while being an active team player.

REQUIRED EDUCATION:

• Matriculated in an undergraduate program in good standing with at least 2.5 GPA AND/OR matriculated in a graduate program in good standing with at least 2.8 GPA.
• Major(s) Preferred: Public Planning / Policy, Operations Research, Communications, Business, or other degrees involving both data and communications.

All applicants must be authorized to work in the United States at the time of application. Students’ transcript must be submitted.

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.