Customer Communications Specialist - 90257873 - Wilmington
Amtrak•Wilmington, DE
•$65,500 - $84,888•Onsite
About The Position
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.
Requirements
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Nice To Haves
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 2 year of relevant work experience.
- 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
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
