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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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SUMMARY OF DUTIES:
Representative is responsible for providing our passengers with superior customer service from behind the ticket counter, on the station floor, platform or in the Metropolitan Lounge. The ability to maintain a positive, good natured attitude is essential. Representative is responsible for greeting, servicing and general comfort of each passenger as well as allowing access to the Metropolitan Lounge when appropriate. Representative must be comfortable interacting with customers, speaking on a public address system and using Amtrak computer systems.
Representative must be skilled in the processing of all types of Amtrak tickets and a thorough understanding of tariffs to properly price tickets. Make ticket reports promptly, properly safeguard company funds and prepare related reports handling station accounting; must also be qualified in the operation of Arrow, Railres/Stars/ASAP, Quik-Trak, E-Trax and CICSProd. Position will be governed by all Corporate and station policies. Representative will be responsible for the proper care and preventative maintenance of ticket printers and Quik-Trak machines. Keep all information racks filled; ensure stocking of beverages, ice, condiments, informational brochures, schedules and other items are done daily or as needed and readily available to our guests. Perform miscellaneous clerical duties related to the station. Must meet qualifications for bid / bump Customer Service Representatives. Must possess a valid driver's license.
Representative will provide assistance to customers with special needs. Assist passengers with luggage and boarding trains. Must be proficient with baggage & express operation and be able to quote rates and information. Handles checked baggage, package express and company materials in the station and on/off trains; complete required forms and accounting; must be able to lift items weighing up to 50lbs. Incumbent must be able to push or pull a baggage cart and operate baggage equipment and maintain certifications on equipment (i.e. tow tractor, pallet jack and forklift). Will be required to perform station janitorial duties; this includes light cleaning and proper care of the Metropolitan Lounge facility when designated.
The representative will be responsible for the dissemination of both verbal and printed information to passengers during the performance of each assigned position, including schedules, fares, routing, city highlights, boarding information, tours and other intermodal transportation; this may also include hotel arrangements and other special services as requested while performing the duties of Metropolitan Lounge Representative as contained in the lounge operations manual. The incumbent will ensure all passenger train boarding(s) are timely. Will verify passengers are properly ticketed or have the proper travel documents, and ensure compliance with baggage requirements prior to admission to station platforms.
Assignment Clerk duties include but are not limited to generating manifests, consists, special service requests, transportation notices, etc. for outbound and inbound trains. Perform general clerical duties such as filing, maintain attendance reports, process PTT submissions and yard sign-in sheets and answer phones. Ensure that all T&E job bulletins are received and posted. Maintain all Federal and Company required postings. Order and distribute uniform apparel, nametags for crew base and station employees. Maintain inventories for equipment issue such as iPhone e-ticketing devices, radios and batteries. Interface with CMS / CMC to ensure all positions are covered, vacations current, and open jobs are posted.
Representatives must comply with the company's uniform and grooming policy to present a positive image on behalf of Amtrak through manners, actions and personal style.
COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent written and oral communication skills.
Job Family/Function:Customer Service
Travel Requirements:Up to 25%
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.
All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Candidates who engage in the usage of marijuana will not be qualified for hire. Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation. Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.
In accordance with DOT regulations (49 CFR § 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, the individual will not be 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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.
POSTING NOTES: Customer Service || Customer Service
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