Mgr Customer Support (Training & Quality)

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

Job Location: Fort Worth

Other Potential Locations: Fort Worth, TX

Anticipated Start Date: 10/01/2023

Number of Positions: 1

Salary Range: $73,900 - $99,000

This position is located at our Fort Worth, Texas corporate office and has the potential to be a hybrid position with up to 50% remote work.

We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Career development is a lifelong process. That's one of the many exciting and rewarding aspects of working on our railroad. Regardless of where we work or what we do, we always have an opportunity to continue to learn and grow.

DUTIES/RESPONSIBILITIES:

• Participate in customer meetings as required.
• Train employees to utilize movement data sources to help understand network performance, trends, and provide prompt recommendations to ensure customer expectations are met.
• Manage the Quality Dashboard, Verint Application, and coaching & quality training across the department.
• Design and facilitate training in the areas of quality, soft skills, and leadership, to enable employees to provide superior customer satisfaction to both internal and external customers.
• Develop materials and facilitate training for Customer Support including Salesforce, specific systems and processes that drive quality and exceptional customer service.
• Implement timely updates surrounding the evolution of technology within quality and various training platforms that supports departmental collaboration efforts.
• Work with leadership to develop and implement new training programs.
• Manage and support the Integrity Solution’s BNSF Selling & Service training.

BASIC QUALIFICATIONS:

• Ability to quickly analyze and identify root causes of service problems and develop and implement resolutions to those problems.
• Ability to work effectively in a team environment. Occasional business travel is required.
• Excellent oral and written communication skills and can design/develop and deliver effective presentations and training to all levels of the organization.
• Bachelor’s degree.
• Knowledge of eBusiness, transactional, intermodal, and carload operating networks.
• Effective interpersonal and customer awareness skills.
• Ability to be strategic and forward thinking through automation/technology within quality and training.
• Ability to work efficiently within the Learning Management System (LMS) surrounding quality compliance and training assignments.

PREFERRED QUALIFICATIONS:

• Proficiency with Computer Base Training tools (Adobe Captivate, Lectora, Articulate).
• Proficiency in mainframe and PC applications (TSS, TSSXpress, Salesforce, eCommerce tools, Microsoft Office, One Note, Zoom, SharePoint, and Data Warehouse).
• Analytical skills and abilities.
• Proficiency with photo and film editing tools and suites (Adobe Premier, Photoshop, Final Cut).
• A broad understanding of waybills and other post sales transaction processes.

Benefits

BNSF offers competitive benefit programs and services including, but not limited to

• Life Insurance
• 401(k) Plan
• Medical, Dental and Vision Coverage
• Railroad Retirement
• Incentive Compensation Plan (ICP)
• Tuition Reimbursement Program

BACKGROUND INVESTIGATION ELEMENTS

• Last 5 years of employment history to include military service
• Last 7 years of driving history
• Criminal history
• Education
• Social Security number

MEDICAL REVIEW ELEMENTS:

• Drug Screen
• Other elements as needed
• Medical evaluation

DRUG TEST ELEMENTS:

BNSF is committed to a safe and drug free work place and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping BNSF safe and drug free.

Transportation Worker Identification Credential (TWIC): Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC. A TWIC is a condition of employment for such positions and requires candidates to those positions to submit to a TSA security assessment (to include, but not limited to, providing: biographic information; identity documents; fingerprints; digital photograph). More information is available at www.tsa.gov/for-industrytwic.

BNSF is an Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

SF: Internal Posting Only | [[mfield5]] | Marketing | Fort Worth, TX | 76131