Customer Service Quality Supervisor - 90362182 - Boston

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:

Responsible for Amtrak’s values and leadership philosophy, while providing customers with excellent service. Meeting performance targets that are driven by the Strategic plan, safety and security, customer service and financial excellence.

ESSENTIAL FUNCTIONS:

• Service recovery
• Ensures proper onboard personnel training
• Provides direction to ensure compliance of all personnel with corporate policies & procedures relative to customer experience
• Assists in resolution of over road problems & resolves customer complaints
• Accounting procedures
• Supervises employee development, counseling, and disciplinary actions
• Testing consistent with service requirements and other items of regulatory compliance
• Effectively contributes to a safe and secure work environment for employees and travel experience for customers

MINIMUM QUALIFICATIONS:

• Must have experience with passenger transfers, employee re-assignments, Train & Crew manipulation
• Proficient with FDA procedures/compliances/accident/injury procedures, 896 paperwork, Remittance reviews and Food & Beverage procedures
• Experience in TDRS, CSPMI, Exodin machines, Point of Sale (POS)
• Direct knowledge of cash register (repair/replace/program/maintain or train)
• Demonstrates necessary leadership to support a zero-incident & injury culture within the organization & Amtrak
• Safety & uniform grooming standards
• Ablity to demonstrate in prior positions examples of how the applicant was able to improve customer service within a team, organization, and/or company
• Experience in revenue and accounting procedures, including the ability to evaluate and to perform audits
• Proven record of leadership and motivational abilities, mentoring and guidance
• Prefer extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for on- board employees

PREFERRED QUALIFICATIONS & WORK ENVIRONMENT

• Effectively contributes to a safe and secure work environment for employees and travel experience for customers

COMMUNICATION AND INTERPERSONAL SKILLS:

• When necessary, quickly and effectively remedies service deficiencies that are observed or identified that could negatively impact our employees and passengers alike
• Assesses customer needs and takes proactive measures to provide service recovery as needed to maintain or restore goodwill with customers
• Communicates directly and frequently with employees and other departments to determine their level of satisfaction with services provided, offering the opportunity for them to make suggestions on how to improve best business practices
• Interacts with internal customers as a representative and mentor of the company to assess the quality of customer service being delivered

The bi-weekly compensation is $3,625.24 (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment). Amtrak offers a comprehensive benefit package that includes health, dental and vision plans; wellness programs; flexible spending accounts; 401K retirement plan; life insurance; paid time off; reimbursement of education; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Some benefits are subject to the collective bargaining agreement. Learn more about our benefits offerings Here.

Requisition ID:159327
Posting Location(s):Massachusetts
Job Family/Function:Customer Service
Relocation Offered:No
Travel Requirements:Up to 100%

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.