Principal Administrative Analyst, Customer Services

Job Description:

Principal Administrative Analyst, Customer Services

Description

Marketing Statement

Ride BART to a satisfying career that lets you both: 1) make a difference to Bay Area residents, and 2) enjoy excellent pay, benefits, and employment stability. BART is looking for people who like to be challenged, work in a fast-paced environment, and have a passion for connecting riders to work, school and other places they need to go. BART offers a competitive salary, comprehensive health benefits, paid time off, and the CalPERS retirement program.

Job Summary

AFSCME Pay Grade A17
Annual Salary: $133,473.60 (Step 1) - $162,240.00 (Step 5)
*Starting negotiable annual salary will be $133,473.60 (Step 1) to commensurate with education and experience.

Reports To
Director of Customer Services

Current Assignment
The Bay Area Rapid Transit District (BART) is seeking a Principal Administrative Analyst to support the Customer Services Department. This assignment overview outlines the current core responsibilities associated with the position.

The selected incumbent will be responsible for:

• Preparing weekly, monthly, quarterly, annual, and ad hoc reports utilizing the Salesforce Customer Relationship Management (CRM) system to support performance tracking and strategic planning.
• Delivering professional-level, complex data analysis and reporting, as well as providing comprehensive administrative support to advance departmental goals.
• Representing the Customer Services Department on District-wide projects and improvement initiatives by offering insights based on customer feedback and identifying recurring service issues.
• Oversee case handling procedures, including the oversight of case categorization, assignment of case workloads to staff, and identification of training needs to enhance service efficiency and consistency.
• Oversee the work of external contractors and/or assisting higher level managerial staff in the planning, evaluation, and quality assurance of work performed by departmental teams.
• Develop and maintain robust reporting systems designed to capture customer concerns and measure operational impacts, in order to support data-driven decision-making and promote continuous service improvement
• Serve as the Customer Services Department liaison with Information Technology and as the Department’s resident expert and lead instructor in various BART applications and other technologies, providing related assistance to BART customers and Customer Services Department staff.
• Exercise people skills in handling difficult customer service problems independently with tact, diplomacy and accuracy, assisting in processing incoming complaints and comments, responding to customers as quickly as possible, and categorizing and referring complaints and inquiries to other department staff for timely investigation and response.
• Handle high level of public contact and interaction with sensitivity and diplomacy representing the District effectively in outside meetings with other agencies and the public, and perform all other duties as assigned.

The ideal candidate will demonstrate the following criteria beyond the minimum qualifications:
Administrator experience with Salesforce CRM, data reporting and cloud communications applications.Professional level experience with Microsoft Office applications: Excel, Word, Outlook, Power point.Demonstrated skills in organization and planningExcellent communication and writing skills.Public sector experience preferred.
Selection Process

This position is represented by American Federation of State, County, and Municipal Employees (AFSCME). Applications will be screened to assure that minimum qualifications are met. Those applicants who meet minimum qualifications will then be referred to the hiring department for the completion of further selection processes.

The selection process for this position may include a skills/performance demonstration, a written examination, and/or an individual or panel interview.

The successful candidate must have an employment history demonstrating reliability and dependability; provide copies of certificates, diplomas or other documents as required by law, including those establishing his/her right to work in the U. S.; pass a pre-employment medical examination which includes a drug and alcohol screen, and which is specific to the essential job functions and requirements. Pre-employment processing will also include a background check. (Does not apply to current full-time District employees unless specific job requires additional evaluations)

The selection process for this position will be in accordance with the applicable collective bargaining agreement.

Application Process

External applicants may only apply online, at www.bart.gov/jobs. Applicants needing assistance with the online application process may receive additional information by calling (510) 464-6112.

Current employees are strongly encouraged to apply online, either at www.bart.gov/jobs, or on WebBART. Current employees may also apply using a BART paper application by delivering the completed form to the Human Resources Department, or by mailing it to P. O. Box 12688, Oakland, CA 94604-2688.

All applicants are asked to complete the application in full, indicating dates of employment, all positions held, hours worked, and a full description of duties. Online applicants are invited to electronically attach a resume to the application form to provide supplemental information but should not consider the resume a substitute for the application form itself.

Applications must be complete by the closing date and time listed on the job announcement.

Examples of Duties

Performs the most technical and complex tasks of the work unit including special projects which have a major impact on departmental efficiency, economy, operations and activities; defines project scope, goals and objectives; conducts research; develops and presents recommendations; coordinates project implementation.

Establishes schedules and methods for providing administrative services; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.

Participates in the development of policies and procedures; monitors work activities to ensure compliance with established policies and procedures; makes recommendations for changes and improvements to existing standards and procedures.

Recommends and assists in the implementation of goals and objectives; implements approved policies and procedures.

Participates in the preparation and administration of the department or division program budget; submits budget recommendations; monitors expenditures.

Prepares analytical and statistical reports on operations and activities.

Continuously monitors and evaluates the quality, responsiveness, efficiency and effectiveness of assigned District department or division service programs, service delivery methods and procedures; works with co-workers on the continuous improvement of District services.

Implements new systems, methods and procedures; monitors program progress in meeting goals and objectives; conducts updates with management staff to inform and advise project progress; makes adjustments as necessary.

Provides staff assistance to higher level management; participates on a variety of committees; prepares and presents staff reports and other correspondence as appropriate and necessary.

Coordinates assigned program activities with those of other departments, divisions and outside agencies and organizations.

Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of public administration, business administration, finance, human resources and related areas.

As required, conducts public meetings and hearings on department activities.

May participate in the selection of assigned staff; provides or coordinates staff training; may work with employees to correct deficiencies; may implement discipline procedures.

May plan, prioritize, assign, supervise, review and participate in the work of staff responsible for administrative, financial or operational program activities within an assigned division or department; ensures work quality and adherence to established policies and procedures.



Minimum Qualifications

Education :
Possession of a Bachelor’s degree in Public Administration, Business Administration, Accounting, Economics or a closely related field from an accredited college or university.

Experience :
Four (4) years of (full-time equivalent) verifiable administrative, analytical and/or budgetary experience which must have included at least one (1) year of administrative and/or lead supervisory experience.

Substitution :
Additional professional administrative, analytical and/or budgetary experience, as outlined above, may be substituted for the education on a year-for-year basis.

Knowledge and Skills

Knowledge of :

• Operational characteristics, services and activities of assigned program area including administrative, financial or operations functions
• Principles of supervision, training and performance evaluation
• Principles and practices of program development and implementation
• Principles and practices of budget preparation and administration
• Methods of administrative, organizational, economic and procedural analysis
• Organization objectives, procedures, policies and regulations
• Methods and techniques of statistical and financial analysis
• Principles and practices of procurement and purchasing
• Principles and practices of accounting
• Methods and techniques used to conduct a variety of analytical studies
• Principles, practices, methods and techniques of report preparation
• Principles and procedures of record keeping
• Office equipment including computers and supporting word processing and spreadsheet applications
• Related Federal, state and local laws, codes and regulations.

Skill/Ability in :

• Supervising, organizing and reviewing the work of lower level staff
• Selecting, supervising, training and evaluating subordinate co-workers
• Recommending and implementing goals and objectives for providing effective
• services
• Reviewing and analyzing complex technical documents and proposals
• Planning and supervising research projects for assigned District department or division functions and operations
• Applying practices, theories, techniques and management methodology to assigned area
• Coordinating and administering budget process for assigned department or division
• Researching, analyzing, and evaluating programs, policies, and procedures
• Communicating clearly and concisely, both orally and in writing
• Interpreting and explaining District policies and procedures
• Preparing clear and concise reports
• Establishing and maintaining effective working relationships with those contacted in the course of work
  
  

Equal Employment Opportunity GroupBox1

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws.

The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov .

Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at www.bart.gov/jobs .

The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification.

Highlights

• Medical Coverage (or $350/month if opted out)
• Dental Coverage
• Vision Insurance (Basic and Enhanced Plans Available)
• Retirement Plan through the CA Public Employees’ Retirement System (CalPERS)
  • 2% @ 55 (Classic Members)
  • 2% @ 62 (PEPRA Members)
  • Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)
• Money Purchase Pension Plan (in-lieu of participating in Social Security tax)
  • 6.65% employer contribution up to annual maximum of $1,868.65
• Deferred Compensation & Roth 457
• Sick Leave Accruals (12 days per year)
• Vacation Accruals (3-6 weeks based on time worked w/ the District)
• Holidays: 9 observed holidays and 4 floating holidays
• Life Insurance w/ ability to obtain additional coverage
• Accidental Death and Dismemberment (AD&D) Insurance
• Survivor Benefits through BART
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Flexible Spending Accounts: Health and Dependent Care
• Commuter Benefits
• Free BART Passes for BART employees and eligible family members.

Closing Date/Time: 5/20/2025 11:59 PM Pacific

Salary:

$133,473.60 - $162,240.00 Annually