Reservation Sales Agent (Voice) - Philadelphia, PA

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Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

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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.

 

SUMMARY OF DUTIES

• Reservation/Sales Agents will provide effective customer service by communicating information to customers regarding schedules, rates, routings, connections, and destinations
• Handle and carefully respond to all customer inquiries through Telephone/Voice calls. Must possess the ability to use a computer to access information on schedules, rates, routes, and destinations to answer customer inquiries
• Must have a thorough knowledge of geography, fares and tariffs, routings to off-line points and office rules and procedures
• Must become RailRes qualified and trained to handle all RailRes interactions.  Reservation Sales Agent must be able to handle Telephone/Voice inquiries in a professional manner consistent with the established procedures and standards of service
• Will perform assignment duties in a manner conforming to Amtrak’s Standards of Excellence
• Provide excellent customer service through active listening while engaging customers on Telephone/Voice calls 
• Work with confidential customer information and treat it sensitively 
• Aim to resolve issues on the first contact by being proactive, patient, empathetic, and understanding 
• Appropriately & compassionately communicate with customers 
• Compassionately handle sensitive situations 
• Adhere to all client and regulatory compliance laws 
• Document all customer facing interactions 
• Engage leadership for support when appropriate 

MINIMUM QUALIFICATIONS

• Must have a high school diploma or equivalent
• Ability to type 40 wpm 
• Comfort with desktop computer system 
• Proven oral & written communication skills 
• Fluent English and/or Spanish including acceptable grammar and punctuation   
• Compassionate customer service mindset 
• Ability to interact with various types of customers
• Excellent written communication skills to clearly convey messages to customers through digital means

 

OTHER REQUIREMENTS

• Must have the ability to work in a fast-paced professional call center environment
• Able to work in a customer service oriented / sales environment with the ability to comprehend customer’s travel needs
• Must be able to successfully complete the training program, including passing oral and written tests, before being awarded a position as a Reservation Sales Agent
• Agent will accept positions as assigned, including nights, holidays, and weekends
• Prior satisfactory job performance required

COMMUNICATIONS AND INTERPERSONAL SKILLS: 
Incumbent must have effective interpersonal and customer service skills with the ability to communicate primarily via Telephone/Voice but also via Chat/SMS, and e-mail when needed.  Incumbent must have command of the English language.

 

The hourly rate is $19.07  (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.

 

 

*****This location located in NE Philadelphia.  We are not located at 30th Street train station*****

 

Requisition ID:113442
Posting Location(s):Pennsylvania
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:0 - 5% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities,