Customer Communications Specialist - 90251615 - Wilmington
Wilmington, DE, US, 19801
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 Communications Specialist is responsible for communicating critical information to both our internal and external Amtrak customers. This role requires vigilance in monitoring all internal information from operations regarding delays, service disruptions and coordinating communication when necessary. The specialist will work cross-functionally throughout the organization to deliver information swiftly and efficiently to the customer, ultimately driving customer satisfaction and CSI strategic initiatives.
Essential Functions
- Monitor and manage all Amtrak's communication channels for timely response and resolution.
- Coordinate real-time resolution of reported mechanical inquiries.
- Craft strategic internal communications strategies for reactive customer experience changes.
- Exercise high judgment in time-sensitive situations, earning trust and providing counsel to internal stakeholders.
- Proactively identify and address customer issues, ensuring cohesive messaging across all stakeholders.
- Use internal proprietary tools and maintain direct contact with the Operations desk to monitor delays and service disruptions. Ensure the CCT proactively posts customer-facing information on digital channels for all Amtrak routes.
- Resolve reported issues and inquiries in real-time.
- Able to provide and request critical communication updates during operational conference calls to better inform customers and internal stakeholders.
- Engage with a broad range of internal stakeholders to communicate necessary information to ensure cohesive messaging to customers, conductors, onboard service (OBS), and station staff.
- Adhere to and execute the three communication tenets clearly, approachably, and actionably.
- Monitor Amtrak’s social media channels, internal and external systems, and third-party platforms.
- Identify and escalate recurring themes in customer communication and with stakeholders.
- Awareness of Service Level Agreements (SLA) with internal departments, ensuring delivery of information in real-time to internal departments and customer channels.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Customer-oriented mindset with a commitment to serve excellence.
- Demonstrated support experience in projects or team activities.
- Strong written, oral, and interpersonal communication skills.
- Support the problem-solving efforts and provide suggestions.
- Demonstrated Microsoft Office experience and a basic understanding of how web-based systems interact.
- Basic knowledge of US & Canadian geography.
- Demonstrate sound judgment in tight time frames.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 2 year of relevant work experience.
- Ability to research/verify every delay using Arrow, Wi-Tronix, Ops Portal & RailRes and ability to identify workarounds when necessary.
- Transportation, travel, or hospitality industry experience preferred.
- Familiarity with posting on social media and digital channels.
Knowledge, Skills, and Abilities
- Proficiency in monitoring and managing various communication channels, including social media platforms and internal systems
- Ability to coordinate and resolve customer inquiries and service disruptions in real-time
- Strong skills in crafting clear, factual, and strategic internal communications strategies
- Demonstrated ability to exercise sound judgment and make decisions in time-sensitive situations
- Excellent interpersonal skills for effectively communicating with a diverse range of stakeholders
- Clear and effective communication skills, both written and verbal, to convey information accurately and persuasively
- Proactive mindset to anticipate emerging topics and develop proactive communication plans
- Knowledge of customer service principles and experience in addressing customer issues promptly and effectively
- Experience in developing and implementing robust communication procedures to ensure efficient communication processes
- Ability to work collaboratively with colleagues and stakeholders to ensure cohesive messaging and resolution of customer concerns
Environmental Conditions/Physical Demands
The salary/hourly range is $65,500.00 – $84,888.00. Pay is based on several factors including but not limited to education, work experience, certifications, 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:165921
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
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.
