Amtrak Wilmington , DE 19801
Your success is a train ride away.
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.
Are you ready to join our team?
SUMMARY OF DUTIES:
The Intern will be dedicated to the Transportation department, providing an entry point for students pursing a Bachelor's degree in Business or Transportation from an accredited university. The accepted candidate for the position will have the opportunity to apply their academic background in both the office and field, and to gain firsthand work experience in the various aspects of train, station, and control center operations.The Intern will assist the lead customer service representative for service disruption mitigation, routine customer service delivery/recovery, and policy interpretation for front-line employees and field managers, covering a 12-hour tour of duty in a 24/7 office. The Intern serves as liaison with CNOC operations, Call Centers, Media Relations, CNOC mechanical, field mangers, on-board and station employees, and other departments, ensuring all aspects of customer service recovery are promptly and efficiently coordinated.
Rotate through various sub-groups of the Transportation Department
Attend office meetings, field meetings, and conference calls
Ability to research, collect and analyze data
Communicate effectively and professionally with management
Assist in providing technical, logistical, and administrative support to ensure the successful completion of assigned projects tasks within scope, schedule and budget.
Receive instructions on and become familiar with Transportation safety standards, work procedures, and operating practices.
Serves as liaison with CNOC operations, Call Centers, Public Relations, CNOC mechanical, field mangers, on-board and station employees, and other departments ensuring all aspects of customer service recovery are promptly and efficiently coordinated.
Directs a proactive coordination of customer service recovery during routine and major service disruptions by being the liaison with CNOC operations and mechanical desks, on board employees, field managers, call center staff, corporate communications, and other departments to provide all resources necessary to affect a successful service recovery with a focus on minimizing inconvenience to passengers.
Other specific work assignments may be determined based on the planned headquarters.
Directs a proactive coordination of customer service recovery during routine and major service disruptions by being the liaison with CNOC operations and mechanical desks, on-board employees, field managers, Call Center staff, media relations, and other departments to provide all resources necessary to affect a successful service recovery with a focus on minimizing inconvenience to customers.
Primary contact for front-line employees for real-time guidance in handling policy issues; i.e., unaccompanied minors, firearms, ADA needs, medical emergencies, food shortages, bad-order equipment, ticketing issues, etc.
Subject matter expert on corporate and department policies and procedures affecting customer service delivery.
This position begins Spring/January 2019
Must be actively pursuing a degree at an accredited educational institution.
Must have at least 1 year of academic undergraduate studies completed or a sophomore status at minimum.
Must have a cumulative GPA of 3.0 or higher
Available to work a minimum of 15 hours per week between the days/hours: Monday-Friday, 8a-5p
Demonstrated skills using PC-based MS Excel, Access, Word, PowerPoint.
PREFERRED WORK EXPERIENCE:
Excellent work ethics and attendance record
Proficiency in Microsoft Office, especially in Excel
Must have excellent customer service skills and phone manners.
Demonstrated railroad operations or service delivery experience. The Specialist will be a highly-motivated individual who is able to think and act quickly when problems occur and must display a high level of multi-tasking skills and the ability to work productively, and possibly solo, under highly-stressful considerations.
Demonstrated years in customer service delivery within transportation industry.
Exhibit a passion for delivering quality customer service and must have solid understanding of the Amtrak Network as well as exhibit leadership skills and the ability to interact effectively and professionally with all levels of internal and external customers.
Highly self-motivated individual who has a high level of problem solving and multi-tasking skills with a passion for delivering quality customer service.
Familiar with station/ Call Center policy and procedures
Familiar with Service Standards Manual
INTERPERSONAL AND COMMUNICATION SKILLS:
Must have excellent oral and written communication skills.
Job Family/Function:Customer Service
Employment Experience Requirements:
1 - 3 years of experience
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, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.
We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.
All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.
In accordance with DOT regulations (49 CFR section 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety- sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, he/she will not permitted to perform safety-sensitive functions.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.
POSTING NOTES: Customer Service || No Additional