Customer Service Representative

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 various 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:

This Position is responsible for providing our passengers with superior customer service from behind the ticket counter or on the station floor or platform.

ESSENTIAL FUNCTIONS:

• The incumbent will be responsible for greeting, servicing, and general comfort of each passenger
• Provide assistance to customers with special needs, assist passengers with luggage, and boarding trains
• Make ticket reports promptly, properly safeguard company funds, and prepare related reports
• Responsible for the proper care and preventative maintenance of the ticket printers and Quik-Trak machines. Keep all information racks filled as needed. Perform miscellaneous clerical duties related to the station
• Dissemination of both verbal and printed information to passengers including schedules, fares, routing, city highlights, boarding information, tours, and other intermodal transportation.
• Ensure all passenger train boarding(s) are timely. Will verify passengers are properly ticketed or have the proper travel documents and ensure compliance with baggage requirements prior to admission to station platforms
• Required to perform janitorial duties
• Handle checked baggage, package express and company materials in the station and on/off train

MINIMUM QUALIFICATIONS:

• Proficient with baggage & express operation and be able to quote rates & information
• Able to lift items that weigh up to 50lbs
• Able to push or pull a baggage cart and operate baggage equipment (i.e. tow tractor,)
• Must be skilled in the processing of all types of Amtrak tickets, and a thorough understanding of tariffs to properly price tickets
• Qualified with the operation of Arrow, RailRes/Stars and QuikTrak. Position will be governed by all Corporate, Company, and station policies
• Familiar with the operation of the Passenger Information Display System
• Must have a High School Diploma or GED

COMMUNICATIONS AND INTERPERSONAL SKILLS:

• Must have excellent written and oral communication skills.
• The ability to maintain a positive, good-natured attitude is essential.
• Comfortable with interacting with customers, speaking on a public address system, and using Amtrak computer systems

The hourly range is $28.30 – $37.73 (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.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions require 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 law that legalizes or decriminalizes marijuana use. In accordance with federal law governing security checks for providers of public transportation, Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.