Customer Feedback Analyst – Bus Location Information, Emerging Talent Intern (Fall)
Description
Department: Buses
Location: 2 Broadway, New York, NY 10004
Position Title: Customer Feedback Analyst – Bus Location Information, Emerging Talent Intern
Hourly Rate: $21.00 (Graduate)
All internship positions are onsite and require regular, in-person attendance at the designated work location.
OVERVIEW OF DEPARTMENT:
The Fleet Technologies Group leads a portfolio of innovative technology projects focused on enhancing operations, customer communications, and depot operations.
The selected candidate will support the fleet technologies group with receiving ongoing customer feedback or complaints via Salesforce about our Automatic Vehicle Location (AVL) System, investigate the issues using various in-house software tools, identify the root cause, and take appropriate actions, including responding to the customer and notifying MTA stakeholders to correct any defects. In addition, as needed, assist with project / program management for Zero Emissions or other Bus Technology projects through coordination, analysis or preparing reports, tables or presentations.
RESPONSIBILITIES:
- Address and classify the ongoing AVL “complaints” queue in our Salesforce implementation.
- Research background data on each complaint using in-house web tools.
- Identify and verify root causes and take appropriate actions.
- Respond to customers and establish an "MTA cares" response for them.
- Inform external stakeholders of any correctable network errors and follow up on with them to ensure corrective actions are taken.
- Perform analytics, coordination, and other efforts for the ZEFT Program.
- Analyze and / or summarize data.
- Prepare presentations and / or diagrams.
PROJECTS:
- Customer Response Management for issues relating to bus locations (AVL).
- Bus Service Network Updates based on customer feedback.
- Support for Zero Emission Fleet Transformation (ZEFT) program efforts.
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 a graduate program in good standing with at least 2.8 GPA
- Major(s) Preferred: Public Planning / Policy, Operations Research, Communications, Data, Business, or related field.
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.