GEB Customer Service Rep - 90261347 - Tacoma

Date: Sep 1, 2022

Location: Tacoma, Washington, US, 98421

Company: Amtrak

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.


This position will cover vacancies for Agent or CSRs in assigned zone.


QUALIFICATIONS: Must have high school diploma or equivalent. Two years of college with emphasis in Transportation or Business Administration is preferred. Prior satisfactory job performance is required. Must be able to perform the duties of a ticket accounting clerk such as daily deposits, over and short ledger, ordering of all supplies for the station1 ticket stock1 timetables, baggage tags, express waybills, etc. Must be able to communicate effectively both written and orally in English. Must be a team player possess the ability to multitask and demonstrate leadership capabilities. Must have the interpersonal skills required in working with co-workers and the traveling public. Prior to the close of Bulletins must be ARROW/STARS qualified. Will be required to carry a station radio with them at all times and utilize the public address system as part of their function. A working knowledge of basic MS Office, Word, Excel, Outlook, Ariba, Etrax, etc. as well as the internal computer system (STARS) is necessary. Must be agent qualified.



SUMMARY OF AGENT DUTIES: The Agent is responsible for direct supervision of the ticket office employees. This position will maintain logs for training and safety classes including recurrent training rosters for all employees. This position will direct the workflow of station employees in all aspects of the operation per management guidelines. This position handles guest service problems such as ticketing errors, hardship refunds, misconnects, and hotel accommodations. This position may be required to assist during service disruptions by coordinating with CNOC or OAK OPS and assisting in ordering cabs, charter busses, and making meal arrangements if necessary. Will prepare monthly station reports. Agent will complete weekly water audits in locations where applicable. This position will supervise the employees and the baggage area to ensure that all lost and found, baggage and railroad mail is handled efficiently and according to policy. The Agent also performs the duties of a ticket clerk and audits the daily work of all other ticket clerks. The Agent will perform station janitorial duties along with other duties as assigned by Management. The Agent may be responsible for filing all job vacancies in the district created through, illness, vacations, personal leave days, etc. Responsible for receiving and documenting all personal leave, personal holiday1 and vacation requests as well as manpower updates. The Agent will prepare weekly attendance reports and forward them to management for review and handling. Reports all discrepancies and violations to management for handling, must have extensive knowledge of the
applicable union agreement.

Description of Duties: This position is responsible for providing our passengers with superior customer service from behind the ticket counter or on the station floor or platform. The ability to maintain a positive1 good natured attitude is essential. The incumbent will be responsible for greeting, servicing and general comfort of each passenger. Representative must be comfortable with interacting with customers1 speaking on a public address system and using Amtrak computer systems.  Representative is required to maintain a valid Amtrak email to be utilized for communication and the BidUp program.
Incumbent must be skilled in the processing of all types of Amtrak tickets and must have a thorough understanding of tariffs to properly price tickets. Make ticket reports promptly, properly safeguard company funds and prepare related reports. Incumbent must be qualified with the operation of Arrow1 Railres/Stars, BidUp, EIP and self-service kiosks. Representative must be proficient in the use of eMDs. The incumbent will be responsible for the proper care and preventative maintenance of the ticket printers and self-service kiosks. Representative will perform miscellaneous clerical duties related to the station

Representative will provide assistance to customers with special needs. Will assist passengers with luggage and boarding trains. Must be able to operate wheelchair lifts. Must be proficient with baggage operations. Incumbent handles checked baggage and company materials in the station and on/off trains. Must be able to lift items that weight up to 5Olbs.
Incumbent must be able to push or pull a baggage cart and operate baggage equipment (i.e. tow tractor, pallet jack and forklift). Representative will be responsible for operating jitneys, luggage totes, and hand carts. Representative will be required to perform janitorial duties as assigned/needed. The incumbent will be responsible for the dissemination of both verbal and printed information to passengers including schedules, fares, routing, city highlights, boarding information, tours, and other intermodal transportation. Representative must be familiar with the operation of the Passenger Information Display System. The incumbent will ensure all passenger train boarding(s) are timely. Will verify passengers are properly ticketed or have the proper travel documents and ensure compliance with baggage requirements prior to admission to station platforms. Representatives will provide lobby coverage, bus boarding assistance, passenger boarding assistance and other functions at the direction of Station Agent where needed and will complete other duties as assigned.

Position will be governed by all Corporate and station policies. Must comply with the company's uniform and grooming policy to present a positive image on behalf of Amtrak through manners, actions, and personal style. Must understand and comply with Amtrak's Code of Ethics and Standards of Behavior.

Requisition ID:144760
Posting Location(s):Washington
Job Family/Function:Customer Service 
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: Customer Service || Customer Service