Customer Communications Specialist - 90232684 - Wilmington

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:
A Customer Communication Team (CCT) Specialist will communicate critical information to our internal and external Amtrak customers. A CCT Specialist monitors all internal information from Operations regarding delays and service disruptions and coordinates communication with Amtrak’s internal and external customers when needed. This role will work cross-functionally across the organization to quickly and efficiently deliver information to the customer to drive overall customer satisfaction. 

ESSENTIAL FUNCTIONS:

• Monitor all Amtrak’s social media channels, internal and external systems, and third-party systems.  
• Coordinate the resolution of reported issues and inquiries in real-time 
• Craft clear, factual, and strategic internal communications strategies around various reactive changes to the customer experience
• Communicate with a wide range of internal stakeholders
• Think and communicate clearly – formulate a clear point of view on complicated issues
• Look around corners to spot emerging topics and develop a proactive plan to communicate with stakeholders
• Monitor internal information from Operations regarding delays and service disruptions, and communicate when needed
• Identify and address our customers’ issues - Proactively, en route. 
• Ensure cohesive messaging to customers, Conductors, OBS, and station staff
• Experience building robust communications procedures and delivering results
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

• Must possess an aptitude for problem-solving, accuracy, thoroughness, and attention to detail
• Clear understanding of how computer systems interact and have the ability to identify workarounds when needed.
• Must possess a strong background in communicating using digital systems and channels 
• Minimum of one year of experience in digital communications procedures and processes  
• Experience working in a role where high judgment, particularly in narrow time frames, and fast-paced and deadline-oriented environments, are part of the job. 
• Experience working collaboratively among the immediate team and cross-functionally across the organization.
• Exceptional communication skills, including written, verbal, and listening skills
• Ability to take direction and is receptive to constructive feedback
• Ability to work well with others in a collaborative, team environment
• Minimum of 2 years of experience in communications and/or public involvement.
• Exercise extremely high judgment, particularly in narrow time frames
• Must have a flexible schedule and be willing to work evenings and/or weekends, as needed.
• Ability to thrive in a fast-paced and deadline-oriented environment
• Ability to interpret and understand the geographic information portrayed on a map
• Proficient in Microsoft Office
• Basic understanding of how web-based systems interact with each other
• Demonstrated situational decision-making skills in order to make effective decisions while considering specific situations and risks while attempting to avoid potential adverse impacts.  
• Excellent organizational skills and a proven ability to communicate professionally and interact effectively at all audience levels (i.e., public officials, property owners, businesses, clients, construction contractors, etc.)

PREFERRED QUALIFICATIONS:

• Previous customer service experience
• Experience working in R&R or travel industry
• Three years of experience in communications 

WORK ENVIRONMENT:

• Must have a flexible schedule and be willing to work evenings and/or weekends, and holidays 
• Must manage and work well in a team environment

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

The salary/hourly range is $65,500- $84,888. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:163698
Posting Location(s):Delaware                                                                                                                                                  
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:0 - 5% 

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 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.