Reservation Sales Agent - 90344018 - Philadelphia
Philadelphia, PA, US, 19116
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
At Amtrak, we're passionate about connecting people and creating memorable travel experiences. As a Reservation Sales Agent, you'll play a vital role in helping customers plan their journeys, answer travel questions, and find solutions that make travel easier and more enjoyable. Working in a fast-paced call center environment, you'll engage with customers by phone while using multiple systems to research routes, schedules, fares, destinations, and reservation options.
We're looking for positive, customer-focused individuals who enjoy helping others and take pride in delivering outstanding service. You will create positive customer experiences through empathy, professionalism, problem-solving, and effective communication. Successful candidates are energetic multitaskers who remain positive under pressure, communicate effectively, and are passionate about helping customers throughout their travel experience. Every interaction is an opportunity to represent Amtrak, build customer loyalty, and help travelers get where they need to go with confidence.
Training
Comprehensive training is provided and includes approximately seven weeks of classroom instruction followed by six weeks of structured on-the-job training. Training covers reservation systems, customer service processes, routes and destinations, fares, policies, and station locations.
Minimum Qualifications
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High school diploma or equivalent.
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Fluency in English, including strong grammar, spelling and punctuation skills.
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Strong oral, written, and interpersonal communication skills including the ability to engage effectively through phone, email, chat, or other customer contact channels.
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Customer-focused mindset with the ability to build rapport and deliver service with professionalism, empathy, patience, and emotional intelligence while serving a diverse customer base.
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Proficiency using computer systems and business software applications.
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Ability to adapt to changing technologies, processes, and customer needs in a dynamic environment.
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Ability to effectively multitask while navigating multiple systems, researching information, and assisting customers.
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Ability to accurately document customer interactions and enter information in real time while actively engaging with customers.
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Ability to handle confidential customer information with discretion, professionalism, and respect for privacy.
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Proactively identify, troubleshoot, and solve customer issues using sound judgment, adaptability, and a solution-oriented approach.
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Demonstrated accountability and commitment to following established policies, procedures, and regulatory requirements.
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Continuous improvement mindset with a willingness to learn, adapt to new processes and technologies, and contribute to enhancing customer service outcomes.
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Ability to successfully complete all required training and testing programs.
Preferred Requirements
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Previous call center or customer service experience preferred.
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Ability to work in a fast-paced, customer-focused call center environment.
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Ability to understand and respond to customer travel needs in a service and sales setting.
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Bilingual proficiency in English and Spanish is highly desirable.
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Demonstrated ability to maintain accuracy and attention to detail in a fast-paced customer service environment.
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Demonstrated keyboarding proficiency sufficient to support a fast-paced customer service environment.
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Availability for nights, holidays, and weekends.
The hourly range is $21.35 – $38.12 (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment).
| Health and Wellbeing | Financial and Retirement | Work and Family Life Support |
| Health, Dental, and Vision Insurance | 401K | Rail Pass Privileges |
| Wellness Programs | Railroad Retirement Benefits | Employee Assistance Program |
| Medical Plan Opt-out Credit | Life Insurance | Commuter and Flexible Spending Accounts |
| No-cost Personal Health Advocate | No-cost Financial Advisor Session | Fertility and Family Building Benefits |
Some benefits are subject to the collective bargaining agreement. Learn more about our benefits offerings here.
Requisition ID:166915
Posting Location(s):Pennsylvania
Relocation Offered:No
Travel Requirements:Up to 25%
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 equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, 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.
