NewYorkRecruiter Since 2001
the smart solution for New York jobs

Customer Svc Qual Superv New York

Company: Amtrak
Location: New York
Posted on: December 5, 2019

Job Description:

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 Responsible for Amtrak s values and leadership philosophy, while providing customers with excellent service & meeting performance targets that are driven by the Strategic plan, safety & security, customer service & financial excellence. Provides direction to ensure compliance of all personnel with corporate policies & procedures relative to customer experience, service recovery & accounting procedures, FDA requirements, safety & uniform grooming standards. Assists in resolution of over road problems & resolves customer complaints. Ensures proper on-board personnel training & testing consistent with service requirements & other items of regulatory compliance. Supervises employee development, counseling & disciplinary action. Effectively contributes to a safe & secure work environment for employees & travel experience for customers. Demonstrates necessary leadership to support a zero incident & injury culture within the organization & Amtrak. Engaging_Customers * Interacts with internal customers as a representative and mentor of the company to assess the quality of customer service being delivered. * Communicates directly and frequently with employees and other departments to determine their level of satisfaction with services provided, offering the opportunity for them to make suggestions on how to improve best business practices. * When necessary, quickly and effectively remedies service deficiencies that are observed or identified that could negatively impact our employees and passengers alike. * Assesses customer needs and takes proactive measures to provide service recovery as needed to maintain or restore good will with customers. Directly supports the company s effort to meet customer service quality metrics and standards. The goal is to increase Overall Customer Satisfaction, as measured by the monthly Customer Satisfaction Index (CSI), to 90% Employee_Oversight_And_Support * Provides leadership, mentoring, support, and assistance to Amtrak employees as appropriate to support service quality objectives such as safety briefing, OSA/OSU/FSN. * Provide necessary tools and equipment so they can safely perform their duties. * Document employee deficiencies to support successful resolution requiring corrected actions. * Observes and completes audits, and measures employee service performance levels, closely coordinating with divisional management. * Observes and complete Safe to Safer audits. * Identifies and recognizes employees who provide excellent service, verbally and/or in writing * Contributes to meeting the goals set forth by the company core values which are: Financial Excellence, Customer Focus, Safety and Security. Addressing_Performance_Issues * Coaches, counsels, and mentors employees, and appropriately document situations involving employee performance deficiencies to support the successful resolution of incidents requiring corrective action. * Receives comprehensive training in all aspects of the company s discipline process and, when appropriate, may act to initiate the discipline process, for example, by writing charges or holding notice of intent meetings (NOIs). * Acts in conjunction with divisional management to support the discipline process, for example, by serving as a witness in a formal hearing to give testimony as required. Service_Development_And_Enhancement * Participates in the design, implementation, and management of projects or programs aimed at improving the customer experience. * Participates in route performance improvement (RPI) initiatives as a member of the cross-functional, interdepartmental team convened to drive comprehensive route-level product improvements. * Provides ideas, suggestions, and recommendations on how to best deliver exceptional customer service and plays a direct role in the development and implementation of policy changes to achieve these higher service levels. * Delivers training to customer service employees in a variety of venues (classroom, on board, in stations) as needed to support RPI programs and related service enhancement initiatives. Administrative Requirements * Utilizes TDRS for entries involving employee performance issues. * Recommends actions to improve either service and/or business performance levels related to costs and or cost recovery of a route or routes. * Understands regulatory requirements, including Amtrak s policies and procedures regarding employee and passenger safety, quality assurance and FDA policies, and drug and alcohol statutory requirements. * Demonstrates proficiency in computer skills and Microsoft Office applications. Minimum_Qualifications * Must have experience in revenue and accounting procedures, including the ability to evaluate and to perform audit. * Must have experience in TDRS, CSPMI, Exodin machines, Point of Sale (POS). * Must be able to demonstrate in prior positions examples of how the applicant was able to improve customer service within a team, organization, and/or company. * Proven record of leadership and motivational abilities, mentoring & guidance. * Direct knowledge of cash register (repair/replace/program/maintain or train). * Proficient with FDA procedures/compliances/accident/injury procedures, 896 paperwork, Remittance reviews and Food & Beverage procedures. * Must have experience with passenger transfers, employee re-assignments, Train & Crew manipulation. * Must have a high school diploma or general education development (GED) high school equivalency diploma. Preferred_Qualifications * Bachelor s degree in transportation, business management or related field or equivalent work experienced. * A Former LSA * Prefer extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for on-board employees. Communication_And_Interpersonal_Skills * Must have excellent oral and written communication skills. * Submit concise and effective written proposals and ideas to support service changes. * Prepare and deliver presentations to other individuals, groups, and departments relating to various types of information, including metrics and data. Supervisory_Responsibilities * During each tour of duty, has authority to address employee performance shortcomings, and give praise to employees working in crafts that deal directly with customers. This would include, but not limited to, employees working in stations, on board service, assistant conductors, and conductors. Requisition ID: 41907 Posting Location(s): New York Job Family/Function: Transportation Relocation Offered: No Travel Requirements: Up to 100% 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: Transportation

Keywords: Amtrak, New York , Customer Svc Qual Superv New York, Other , New York, New York

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Observation Unit Medical Director
Description: Observation Unit Medical Director The Department of Emergency Medicine at Rutgers Robert Wood Johnson Medical School, one of the nation's leading comprehensive medical schools, is currently recruiting (more...)
Company: Rutgers Robert Wood Johnson Medical School
Location: New Brunswick
Posted on: 12/10/2019

Get New HVAC Work Today - Preview Leads In Your Area
Description: Over 25 million homeowners have trusted HomeAdvisor 1800Contractor to help them find quality professionals with the expertise to turn their home improvement
Company: HomeAdvisor
Location: New Brunswick
Posted on: 12/10/2019

Earn $350 Taking Surveys, Takes Only Minutes Long
Description: Big Brands Paying
Company: MoneyAtHome
Location: White Plains
Posted on: 12/10/2019


Mechanics - Technicians - Mac Tools Auto Route + Training
Description: Build a Great Career and a Quality Life with Mac Tools. Feel the freedom and independence of working on your own, in a stress free environment - with no one to answer to, except yourself Join the family (more...)
Company: Mac Tools
Location: West Babylon
Posted on: 12/10/2019

Head Clerk (Communications)
Description: Position InformationOverviewRutgers, The State University of New Jersey, is a leading national research university and the state of New Jerseys preeminent, comprehensive public institution of higher education. (more...)
Company: Rutgers University
Location: New Brunswick
Posted on: 12/10/2019

Levittown Mandarin Chinese Tutor Jobs
Description: Levittown Mandarin Tutor Jobs Varsity Tutors has students in Levittown looking for Mandarin tutoring. Varsity Tutors is a live learning platform that connects tutors with students
Company: Varsity Tutors
Location: Levittown
Posted on: 12/10/2019

Lyft Driver (Full Time)
Description: What is Lyft Lyft matches drivers with passengers who request rides through the Lyft smartphone app. Signing up to be a Lyft driver is the perfect opportunity for you to set your own schedule and be (more...)
Company: Lyft
Location: Lakewood
Posted on: 12/10/2019

Crete Trucking Job
Description: Crete Truck Driving Job - CDL A Required Now Earn Up To .53 Per Practical Mile Benefits of Joining Crete Carrier: Start out earning .50 - .53 per practical mile Top 50 of drivers average over 81,300 (more...)
Company: Crete Carrier
Location: Levittown
Posted on: 12/10/2019

Now Hiring: (PT) Few Minutes Gets You $300 For Questionnaire
Description: 1 Enter Email 2
Company: Part-Time-Cash
Location: White Plains
Posted on: 12/10/2019

Experienced Insurance Professional
Description: Job Description:We're looking for experienced financial professionals to join our team. Whether you're looking for a change or seeking to align with a stable, dependable firm, and you have a passion for (more...)
Company: New York Life
Location: Levittown
Posted on: 12/10/2019

Log In or Create An Account

Get the latest New York jobs by following @recnetNY on Twitter!

New York RSS job feeds