Reservation Sales Agent (Chat) - Philadelphia

Date: Aug 5, 2022

Location: Philadelphia, Pennsylvania

Company: Amtrak

As a current employee you know Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. The safety of our passengers, our more than 20,000 colleagues, the public and our operating environment is our priority and the success of our railroad is the result of you.

By living the Amtrak values 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:
•    Reservation/Sales Agents will provide effective customer service by communicating information to customers regarding schedules, rates, routings, connections, and destinations
•    Handle and carefully respond to all customer inquiries through our Chat/SMS program Must possess the ability to use a computer to access information on schedules, rates, routes, and destinations to answer customer inquiries
•    Must have a thorough knowledge of geography, fares and tariffs, routings to off-line points and office rules and procedures
•    Must become RailRes qualified and trained to handle all RailRes interactions.  Reservation Sales Agent must be able to handle Chat/SMS inquiries in a professional manner consistent with the established procedures and standards of service. 
•    Will perform assignment duties in a manner conforming to Amtrak’s Standards of Excellence
•    Provide excellent customer service through active listening in a Chat/SMS setting 
•    Work with confidential customer information and treat it sensitively 
•    Aim to resolve issues on the first contact by being proactive, patient, empathetic, and understanding 
•    Appropriately & compassionately communicate with customers 
•    Compassionately handle sensitive situations 
•    Adhere to all client and regulatory compliance laws 
•    Document all customer facing interactions 
•    Engage leadership for support when appropriate 

 

MINIMUM QUALIFICATIONS:
•    Must have a high school diploma or equivalent
•    Ability to type 40 wpm 
•    Comfort with desktop computer system 
•    Proven oral & written communication skills 
•    Fluent English and/or Spanish including acceptable grammar and punctuation   
•    Compassionate customer service mindset 
•    Ability to interact with various types of customers
•    Excellent written communication skills to clearly convey messages to customers through digital means 


OTHER REQUIREMENTS: 
•    Must have the ability to work in a fast-paced professional call center environment
•    Able to work in a customer service oriented / sales environment with the ability to comprehend customer’s travel needs
•    Must be able to successfully complete the training program, including passing oral and written tests, before being awarded a position as a Reservation Sales Agent
•    Agent will accept positions as assigned, including nights, holidays, and weekends.  Prior satisfactory job performance required
  
  
COMMUNICATION AND INTERPERSONAL SKILLS:
Incumbent must have effective interpersonal and customer service skills with the ability to communicate primarily via Chat/SMS, but also via telephone, and e-mail when needed.  Incumbent must have command of the English language.

 

 Rate of pay: $22.76 per hour

Bonus  $3,500 total.  1,000 after 6 months, $2,500 after 1 year.  (~10% of salary)

 

*****This location located in NE Philadelphia.  We are not located at 30th Street train station*****

Requisition ID:113443
Posting Location(s):Pennsylvania
Job Family/Function:Marketing 
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: Marketing || Customer Service