Customer Svc Qual Superv - 90114002 - Rensselaer
Rensselaer, NY, US, 12144
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.
Job Summary
The Customer Service Quality Supervisor provides leadership and oversight to onboard and station employees to ensure exceptional customer service, operational excellence, and achievement of service quality standards. This position evaluates performance, coaches and develops employees, supports accountability initiatives, and partners with operational leaders to drive continuous improvement across the customer experience.
Essential Functions
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Provide leadership, coaching, counseling, mentoring, and recognition to onboard and station employees to enhance customer service delivery and employee performance.
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Monitor, evaluate, and audit customer service performance to ensure compliance with service quality standards, operating procedures, and organizational objectives.
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Address performance concerns and support accountability initiatives, including documenting performance issues, preparing disciplinary actions, and participating in formal hearings as required.
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Engage directly with customers to assess satisfaction, gather feedback, resolve service concerns, and provide service recovery when appropriate.
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Investigate and respond to Customer Relations Reports and recommend actions to improve customer experience and service quality.
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Conduct pre-departure and post-arrival inspections of passenger equipment to identify cleanliness, safety, maintenance, and service readiness issues.
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Provide technical support and troubleshooting assistance for Electronic Mobile Devices (eMDs) and other operational technology used by onboard and station employees.
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Analyze service and operational performance trends and recommend process improvements, cost recovery opportunities, and initiatives that support operational excellence.
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Maintain accurate performance records and documentation utilizing TDRS and other company systems.
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Utilize Microsoft Office and other business applications to prepare reports, track performance metrics, and support operational activities.
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Collaborate with divisional management and operational leaders to achieve customer service, business, and operational objectives.
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Support the implementation of service improvement initiatives that enhance the customer experience and promote continuous improvement.
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Minimum Qualifications
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High School Diploma or GED required.
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Demonstrated experience leading, coaching, mentoring, or directing employees in a customer-facing or service-oriented environment.
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Experience handling customer concerns, resolving service issues, and implementing service recovery strategies.
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Strong written and verbal communication skills, including the ability to prepare reports, document incidents, and communicate effectively with employees, management, customers, and union representatives.
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint) and the ability to learn and utilize company-specific systems and mobile technology.
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Demonstrated ability to analyze performance trends, identify improvement opportunities, and support operational and customer service objectives.
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Ability to obtain and maintain required company certifications, qualifications, and operating credentials.
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Ability to build effective working relationships with frontline employees, union representatives, customers, and management teams.
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Strong conflict resolution, problem-solving, and customer service skills.
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Ability to maintain professionalism, sound judgment, and a positive attitude in a fast-paced operational environment.
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Ability and willingness to travel up to 100% throughout the assigned territory and work flexible schedules, including nights, weekends, holidays, and extended hours as operationally required.
Preferred Qualifications
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Three to five years of experience in customer service, passenger service, transportation operations, hospitality, or a related customer-facing environment.
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Supervisory or leadership experience in a unionized workforce environment.
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Experience evaluating employee performance and administering coaching, counseling, and corrective action processes.
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Knowledge of Amtrak systems and applications, including Arrow, Vrak, Cicsprod, Electronic Mobile Devices (eMDs), and Food & Beverage Point of Sale systems.
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Knowledge of Amtrak Service Standards, operating procedures, and union agreements.
Communications and Interpersonal Skills
- Be amiable and able to apply excellent communicative and interpersonal skills, both verbally and written.
The pay range is $3,920.97 – $4,058.20 (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:166784
Band Zone:[[req_bandZone]]
Posting Location(s):New York
Relocation Offered:No
Travel Requirements:Up to 100%
Recruiter Name:Sarah Yantz
Recruiter Email: Sarah.Yantz@amtrak.com
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.
