Customer Svc Qual Superv - 90114052 - New York

Date: Sep 21, 2021

Location: New York, NY, US, 10001

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

Are you ready to join our team?

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. 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 action. 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.


Engaging Customers:
• Interacts with internal customers as a representative and mentor of the company to assess the quality of customer service being delivered.
• Communicates directly and frequently with employees and other departments to determine their level of satisfaction with services provided, offering the opportunity for them to make suggestions on how to improve best business practices.
• When necessary, quickly and effectively remedies service deficiencies that are observed or identified that could negatively impact our employees and passengers alike.
• Assesses customer needs and takes proactive measures to provide service recovery as needed to maintain or restore good will with customers.

Directly supports the company’s effort to meet customer service quality metrics and standards.  The goal is to increase Overall Customer Satisfaction, as measured by the monthly Customer Satisfaction Index (CSI), to 90% 


Employee Oversight and Support:
•    Provides leadership, mentoring, support, and assistance to Amtrak employees as appropriate to support service quality objectives such as safety briefing, OSA/OSU/FSN.
• Provide necessary tools and equipment so they can safely perform their duties.
• Document employee deficiencies to support successful resolution requiring corrected actions.
• Observes and completes audits, and measures employee service performance levels, closely coordinating with divisional management.
• Observes and complete Safe to Safer audits.
• Identifies and recognizes employees who provide excellent service, verbally and/or in writing
• Contributes to meeting the goals set forth by the company core values which are: Financial Excellence, Customer Focus, Safety and Security.
Addressing Performance Issues:
• Coaches, counsels, and mentors’ employees, and appropriately documents situations involving employee performance deficiencies to support the successful resolution of incidents requiring corrective action.
• Receives comprehensive training in all aspects of the company’s discipline process and, when appropriate, may act to initiate the discipline process, for example, by writing charges or holding notice of intent meetings (NOIs).
• Acts in conjunction with divisional management to support the discipline process, for example, by serving as a witness in a formal hearing to give testimony as required.

Service Development and Enhancement:
• Participates in the design, implementation, and management of projects or programs aimed at improving the customer experience.
• Participates in route performance improvement (RPI) initiatives as a member of the cross-functional, interdepartmental team convened to drive comprehensive route-level product improvements.
• Provides ideas, suggestions, and recommendations on how to best deliver exceptional customer service and plays a direct role in the development and implementation of policy changes to achieve these higher service levels.
• Delivers training to customer service employees in a variety of venues (classroom, on board, in stations) as needed to support RPI programs and related service enhancement initiatives.


Administrative Requirements
• Utilizes TDRS for entries involving employee performance issues.
• Recommends actions to improve either service and/or business performance levels related to costs and or cost recovery of a route or routes.
• Understands regulatory requirements, including Amtrak’s policies and procedures regarding employee and passenger safety, quality assurance and FDA policies, and drug and alcohol statutory requirements.
• Demonstrates proficiency in computer skills and Microsoft Office applications.


• 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.
• Proven record of leadership and motivational abilities, mentoring & guidance.
• 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.  


• Bachelor’s degree in transportation, business management or related field or equivalent work experienced.
• A Former LSA

• Prefer extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for on-board employees.


• 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.                

• During each tour of duty, has authority to address employee performance shortcomings, and give praise to employees working in crafts that deal directly with customers. This would include, but not limited to, employees working in stations, on board service, assistant conductors, and conductors.

Requisition ID:66904
Posting Location(s):New York
Job Family/Function:Transportation 
Relocation Offered:No 
Travel Requirements:None 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine. 

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.

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.

POSTING NOTES: Transportation || No Additional