Customer Service Quality Supervisor - 90361740 - New York

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 & security, customer service & financial excellence.

 

ESSENTIAL FUNCTIONS:

• Provides direction to ensure compliance of all personnel with corporate policies & procedures relative to customer experience, service recovery & accounting procedures, FDA requirements, safety & uniform grooming standards.
• Assists in resolution of over road problems & resolves customer complaints. Ensures proper on-board personnel training & testing consistent with service requirements & other items of regulatory compliance.
• Supervises employee development, counseling & disciplinary actions.
• Effectively contributes to a safe & secure work environment for employees & travel experience for customers.
• Demonstrates necessary leadership to support a zero incident & injury culture within the organization & Amtrak.

 

MINIMUM QUALIFICATIONS:

• Must have experience in revenue and accounting procedures, including the ability to evaluate and to perform audit.
• Must have experience in TDRS, CSPMI, Exodin machines, Point of Sale (POS)
• Must be able to demonstrate in prior positions examples of how the applicant was able to improve customer service within a team, organization, and/or company.
• Direct knowledge of cash register (repair/replace/program/maintain or train).
• Proficient with FDA procedures/compliances/accident/injury procedures, 896 paperwork, Remittance reviews and Food & Beverage procedures.
• Must have experience with passenger transfers, employee re-assignments, Train & Crew manipulation.
• Must have a high school diploma or general education development (GED) high school equivalency diploma.

 
PREFERRED QUALIFICATIONS & WORK ENVIRONMENT

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