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| Location: |
Delaware-Wilmington |
| Req. Number: |
90117216 |
| Description: |
THE SAFETY OF OUR PASSENGERS, OUR EMPLOYEES, THE PUBLIC, AND OUR OPERATING ENVIRONMENT IS OUR HIGHEST PRIORITY!
POSITION: Customer Service Quality Supervisor PE - ARASA
DEPARTMENT: Transportation
LOCATION: Wilmington, DE
SALARY: $2454.57 Bi-Weekly
POSITION: 90117216
INTERNAL APPLICANTS ONLY
DUTIES: Position performs a variety of duties designed to assure that customer service on trains and in stations meets Amtrak Service Standards and supports progress toward targeted levels of customer satisfaction. Interacts with internal and external customers as a representative of the Department and Company whose role is to assess and recommend improvements to the quality of customer service being delivered. Communicates directly and frequently with customers to determine their level of satisfaction with services provided, offering the opportunity for customers to make suggestions on how to improve their travel experience. When necessary, quickly and effectively remedies customer service deficiencies that are observed or identified by customers. Assesses customer needs and takes proactive measures to provide service recovery as needed to maintain or restore good will with customers. Provides leadership, support and assistance to on-board and station employees as appropriate to support service quality and service delivery objectives. Observes, audits and measures customer service performance levels, closely coordinating with department management. Identifies and recognizes employees who provide excellent customer service, verbally and/or in writing. Coaches, counsels and mentors employees, and appropriately documents situations involving employee performance deficiencies to support the successful resolution of incidents requiring corrective action. Receives comprehensive training in all aspects of the Companys discipline process.
EDUCATION: Must have High School diploma or equivalent.
PREFERRED EDUCATION: Bachelors degree in Transportation, Business Management or other related field; or equivalent work experience.
WORK EXPERIENCE: Must have Extensive experience in passenger/customer service or equivalent. Must be able to demonstrate through prior positions examples of how the applicant was able to improve customer service. Leadership and analytical skills will be necessary in this position. Prior satisfactory job performance required.
PREFERRED WORK EXPERIENCE: Supervisory experience and knowledge of the Amtrak system, policies, procedures and service standards for station and on-train employees. Training and/or analytic experience preferred.
OTHER REQUIREMENTS: Participates in the design, implementation and management of projects or programs aimed at improving the customer experience. Participates in Route Performance Improvement (RPI) initiatives as a member of the cross-functional, inter-departmental team convened to drive comprehensive route-level product improvements. Provides ideas, suggestions and recommendations on how to best deliver exceptional customer service and plays a direct role in the development and implementation of policy changes. Provide staffing and financial analysis support to Chief of Service Delivery staff. Assist in the development and delivery of supervisory and employee training.
COMMUNICATION AND INTERPERSONAL SKILLS: Must have excellent oral and written communication skills. Submit concise and effective written proposals and ideas to support service changes.
SUPERVISORY RESPONSIBILITIES: Authority to address employee performance shortcomings and give praise to employees working in crafts that deal directly with customers.
TRAVEL: 25% 50%
INTERNAL AMTRAK EMPLOYEES MUST COMPLETE A JOB OPPORTUNITY APPLICATION TO APPLY FOR THIS POSITION.
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| Hiring Range: |
$.00 - $.00
Annually |
| Last Date to Apply: |
02/08/10 |
| Position Type: |
Permanent |
| Job Category: |
Transportation |
| Years of Experience: |
10 - 15 |
| Travel Requirements: |
25-50% |
| Relocation Benefits May Apply: |
No |
| Classification Agreement: |
Yes |
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