Customer Service Quality Supervisor - 90361740 - New York

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

SUMMARY OF DUTIES:
Responsible for Amtrak’s values and leadership philosophy, while providing customers with excellent service & meeting performance targets that are driven by the Strategic plan, safety & security, customer service & financial excellence.

ESSENTIAL FUNCTIONS:

• Provides direction to ensure compliance of all personnel with corporate policies & procedures relative to customer experience, service recovery & accounting procedures, FDA requirements, safety & uniform grooming standards.
• Assists in resolution of over road problems & resolves customer complaints. Ensures proper on-board personnel training & testing consistent with service requirements & other items of regulatory compliance.
• Supervises employee development, counseling & disciplinary actions.
• Effectively contributes to a safe & secure work environment for employees & travel experience for customers.
• Demonstrates necessary leadership to support a zero incident & injury culture within the organization & Amtrak.

MINIMUM QUALIFICATIONS:

• Must have experience in revenue and accounting procedures, including the ability to evaluate and to perform audit.
• Must have experience in TDRS, CSPMI, Exodin machines, Point of Sale (POS)
• Must be able to demonstrate in prior positions examples of how the applicant was able to improve customer service within a team, organization, and/or company.
• Direct knowledge of cash register (repair/replace/program/maintain or train).
• Proficient with FDA procedures/compliances/accident/injury procedures, 896 paperwork, Remittance reviews and Food & Beverage procedures.
• Must have experience with passenger transfers, employee re-assignments, Train & Crew manipulation.
• Must have a high school diploma or general education development (GED) high school equivalency diploma.

 
PREFERRED QUALIFICATIONS & WORK ENVIRONMENT

• Prefer extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for on- board employees.
• Bachelor’s degree in transportation, business management or related field or equivalent work experienced preferred.
• Preferable a Former LSA.

COMMUNICATION AND INTERPERSONAL SKILLS:

• Interacts with internal customers as a representative and mentor of the company to assess the quality of customer service being delivered.
• Proven record of leadership and motivational abilities, mentoring & guidance.
• Must have excellent oral and written communication skills.
• Submit concise and effective written proposals and ideas to support service changes.
• Prepare and deliver presentations to other individuals, groups, and departments relating to various types of information, including metrics and data.    

The salary range is $ 3,788.38 paid bi-weekly (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment). Amtrak offers a comprehensive benefit package that includes health, dental and vision plans; wellness programs; flexible spending accounts; 401K retirement plan; life insurance; paid time off; reimbursement of education; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Some benefits are subject to the collective bargaining agreement. Learn more about our benefits offerings Here.

Requisition ID:163642
Posting Location(s):New York                                                                                                                                                  
Job Family/Function:Customer Service 
Relocation Offered:No 
Travel Requirements:Up to 100% 

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions. 

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen. 

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.  

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. 

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.