Job Details

Customer Service Analyst Lead

Summary of responsibilities: The Customer Service Analyst (CSA) lead will support staff and supervisors within the daily operations that involves resolution of customer requests for transit cards, devices, customer inquiries, complaints, discrepancies, and potential fare disputes.

Key Responsibilities:

• Supervises, train, and monitor staff.
• Assists CSAs in problem resolution
• Provides direction and support so that CSAs meet service level and production
• Review predetermine refund request and submit to client for final approval.
• Review and process transit fare adjustments within the guidelines provided.
• Provide e-commerce and telephone customer care support to clients and customers
• Support and process service request
• Complete daily, weekly, and monthly reports as needed
• Other duties as assigned.

Additional requirements:

• High school diploma with previous supervisory experience (minimum 5 years -experience)
• Ability to work in fast paced environment
• Strong oral and written communication skills
• Good analytical abilities