Customer Communications Specialist - 90257873 - Wilmington

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 Accounts

Learn More About Our Benefits Offerings Here.

Requisition ID:166725

Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.

Relocation Offered:No

Travel Requirements:Up to 25%

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-employment drug testing program is administered in accordance with DOT regulations and applicable law.

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.
  
  

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C.

• 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
  
  

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 equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, 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.