Customer Service Quality Supervisor - 90383632 - Los Angeles

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.

 

Job Summary

Assist management in achieving designated goals in the areas of revenue recovery, cost, diversity, guest and employee satisfaction, safety, daily operations, and crisis management with respect to the designated train route.

This position is a "relief" position to cover various shifts.

Essential Functions

• Monitor the work force personnel, equipment and services provided.
• Ensuring Amtrak's Service Standards are upheld and delivered by instruction through hands on oversight of the working environment.
• Performs audits and evaluates work performance.
• Conducts counseling sessions verbally and in writing.

Minimum Qualifications

• Must become proficient with Amtrak's Food & Beverage Point of Sale, (POS) devices; computer hardware and various software applications including Arrow, Vtrak, and Cicsprod.
• Must become proficient in Serve Safe.
• Customer Service Experience.
• Must be proficient in Microsoft Word, Outlook, and Excel.
• Prior demonstrated satisfactory job performance.
• Prior satisfactory attendance.
• Administers coaching and counseling.
• Knowledge of rules and regulations with respect Amtrak's Service Standards and Union agreements.
• Must have a H.S. Diploma or GED.

Preferred Qualifications

• Transportation industry supervisory experience.

Communications and Interpersonal Skills

• Be amiable and able to apply excellent communicative and interpersonal skills, both orally and written.

The bi-weekly pay is $3,920.97. (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.

 

Requisition ID:166316
Posting Location(s):California

Relocation Offered:No
Travel Requirements:Up to 100%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires 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 statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-em