Customer Communications Specialist - 90257873 - Wilmington
AmtrakAbout the role
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
Play a vital role in conveying essential information to both internal and external customers. Monitor internal updates on delays and service disruptions from Operations, ensuring timely communication with customers. Collaborate across departments. Deliver information to enhance overall customer satisfaction.
Essential Functions
- Monitor and manage all Amtrak's communication channels for timely response and resolution.
- Coordinate real-time resolution of reported mechanical inquiries.
- Craft strategic internal communications strategies for reactive customer experience changes.
- Exercise high judgment in time-sensitive situations, earning trust and providing counsel to internal stakeholders.
- Proactively identify and address customer issues, ensuring cohesive messaging across all stakeholders.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 2 year of relevant work experience.
Knowledge, Skills, and Abilities
- Proficiency in monitoring and managing various communication channels, including social media platforms and internal systems
- Ability to coordinate and resolve customer inquiries and service disruptions in real-time
- Strong skills in crafting clear, factual, and strategic internal communications strategies
- Demonstrated ability to exercise sound judgment and make decisions in time-sensitive situations
- Excellent interpersonal skills for effectively communicating with a diverse range of stakeholders
- Clear and effective communication skills, both written and verbal, to convey information accurately and persuasively
- Proactive mindset to anticipate emerging topics and develop proactive communication plans
- Knowledge of customer service principles and experience in addressing customer issues promptly and effectively
- Experience in developing and implementing robust communication procedures to ensure efficient communication processes
- Ability to work collaboratively with colleagues and stakeholders to ensure cohesive messaging and resolution of customer concerns
The salary/hourly range is $65,500.00 – $84,888.00. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
Health and Wellbeing Financial and Retirement Work and Family Life Support Health, Dental, and Vision Insurance 401K with Employer Match Generous Paid Time Off Wellness Programs Railroad Retirement Benefits Paid Caregiving Days and Backup Care Health Savings Account Public Service Student Loan Forgiveness Fertility and Family Building Benefits No-cost Personal Health Advocate Student Loan Assistance Adoption and Surrogacy Assistance Medical Plan Opt-out Credit Tuition and Education Reimbursement Paid Family Leave Life Insurance Rail Pass Privileges Short- and Long-term Disability Insurance Employee Assistance Program No-cost Financial Advisor Sessions Commuter and Flexible Spending AccountsApply for this role
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