Customer Service Analyst Lead in Philadelphia at PRWT Services

Date Posted: 8/21/2021

Job Snapshot

Job Description

As one of the nation’s premier minority-owned companies, we are a high performance provider of business process solutions, facilities management and infrastructure support services to government and commercial markets.

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 Transportation system, devices, Customer inquiries, complaints, discrepancies, and potential fare disputes for the Transportation System.

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 the Transportation System for final approval.
  • Review and process Travel Wallet 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
  • Good, solid references required


All internal candidates MUST have completed one year of service and be within good standings in current department.

We proactively offer employment and advancement opportunities for individuals from all backgrounds. By engaging in a diverse workforce and using a diverse groups of suppliers, we position ourselves to successfully compete in a 21st Century global economy.