Sr. Customer Service Ops Specialist - 90371576 - 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:

The Sr Customer Service Ops Specialist participates in service disruption mitigation, routine customer service delivery/recovery and policy interpretation for front-line employees and field managers, covering a 12-hour tour of duty in a 24/7 office. The Specialist serves as liaison with CNOC operations, Call Centers, Public Relations, CNOC mechanical, field mangers, on-board and station employees, and other departments ensuring all aspects of customer service recovery are promptly and efficiently coordinated.

ESSENTIAL FUNCTIONS:

• Directs a proactive coordination of customer service recovery during routine and major service disruptions by being the liaison with CNOC operations and mechanical desks, on board employees, field managers, call center staff, corporate communications, and other departments to provide all resources necessary to affect a successful service recovery with a focus on minimizing inconvenience to passengers.
• Primary contact from front-line employees for real-time guidance in handling policy issues, i.e., unaccompanied minors, firearms, ADA needs, medical emergencies, food shortages, bad-order equipment, ticketing issues, etc.
• Subject matter expert on corporate and department policies and procedures affecting customer service delivery. • Responsible for issuing social media announcements on service delays through Twitter to subscribing passengers

MINIMUM QUALIFICATIONS: 

• Bachelor’s Degree in business administration, operation management, transportation management or related field, or the equiv. combination of education, training, and/or experience.
• Minimum 3-6 years of relevant experience
• Working knowledge of Arrow, RailRes/Stars and Reservations System • Demonstrated ability using PC-based spreadsheet (Microsoft Excel, Access); Microsoft Word, PowerPoint • Familiarity with Amtrak system geography
• Working knowledge of station policy and procedure.
• Demonstrated knowledge of railroad operations or service delivery experience.
• Experience delivering quality customer service.
• Strong problem-solving skills
• Ability to communicate both orally and written to work effectively with various agencies, departments, and individuals throughout the organization with both internal and external customers.
• Ability to be available and accessible 24/7 365 days a year to respond to passenger related emergencies or specific desk issues.
• Ability to work a 12-hour tour with minimal supervision 24/7

PREFERRED QUALIFICATIONS:

• 7+ years of relevant experience

COMMUNICATIONS AND INTERPERSONAL SKILLS: 

Must have excellent oral and written communication skills.

The salary/hourly range is $78,600-$101,844, 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:162998
Posting Location(s):Delaware

Work Arrangement:06-Onsite 
Job Family/Function:Customer Service 
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.