Customer Service Representative

Amtrak connect businesses and communities across the country and 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.

This front-line, customer-facing position is responsible for providing our passengers with exceptional, professional customer service by welcoming, informing and attending to the general needs of our passengers at all staffed stations within the Empire Service Stations-East District. This position is a Guaranteed Extra Board position and will perform three types of duties within the Transportation/Station Services Department at any staffed station within the district as required. Locations include Albany-Rensselaer, Schenectady, Saratoga Springs, Hudson and Rhinecliff, NY.

* Responsible for the dissemination of both verbal and printed information to passengers including train schedules, train status, fares, ticketing and baggage policies, station and on-board services/amenities, destination/arrival city highlights, boarding information and alternative transportation options and arrangements during service disruptions as well as assisting passengers with baggage and providing boarding/detraining assistance. * Customer Service Representatives process all types of Amtrak tickets and must have a thorough understanding of tariffs to properly price tickets and ticketing and baggage policies to handle all possible passenger transactions. Duties also include filling out related reports daily and properly safeguard company funds following Amtrak policies. * Customer Service Representatives will perform other clerical duties associated with the operation of the station, be responsible for the proper care and preventive maintenance of ticket printers and Amtrak computers and will perform janitorial and light maintenance among other duties which may be assigned by the management team.

**Work Experience** All station service team members are expected to comply with Amtrak’s uniform and grooming policy to present a positive, professional image through appearance, manners, actions and personal style. The ability to communicate clearly and professionally with passengers and coworkers is essential for this position as well as the ability to maintain a positive, good natured attitude at all times. Team members must be comfortable interacting with the public, speaking on a public address system, handling funds and using Amtrak computer systems. Work safely and as a member of a team. * Must be able to lift a maximum of 50 lbs * Willing to work evenings, weekends and holidays * Demonstrated customer service skills * Demonstrated communication skills * Demonstrated accounting & computer skills * Demonstrated ability to work both independently and as a member of a team * Demonstrated ability to work safely * Demonstrated ability to be proactive and follow procedures and policies * Willing to wear uniform with pride and concern for appearance * Demonstrated experience safely working with heavy equipment such as hand trucks, pallet jacks, forklifts, etc * Demonstrated ability to lead, direct and work with others in a professional manner