Intermodal Service Employee - Operations Center

CSX Transportation•Jacksonville, FL

1d•Onsite

About The Position

The Intermodal Service Employee (ISE) – Operations Center position provides real-time support to drivers across multiple terminals. This role involves resolving gate issues, system errors, and operational discrepancies through various computer systems. The ISE monitors and clears gate exceptions, communicates with terminal staff to verify driver status, and logs incidents accurately for tracking, research, and resolution. The role also escalates recurring issues, supports updates to standard operating procedures, and contributes to a team focused on customer service and productivity.

Requirements

18 years of age or older
Valid Driver's License
Work hours may include a nonstandard work week, overtime, and various shift work
Work hours may include working on an extra board and being on call
Complete annual training and pass safety rules examinations
This position is governed by a collective bargaining agreement and membership is required
Must pass all required assessments
Must pass a background screening
Must pass a post-offer medical examination, including a drug test
Candidate offers are contingent on the successful completion of a drug screen (hair and urine collection), as well as background verification.
CSX does not accept Medical Marijuana Cards.

Nice To Haves

High School Diploma
1 year experience working in an intermodal rail terminal
1 year experience working in a customer service environment
Technical proficiency: Ability to use office systems and the ability to learn, use and support enterprise applications.
Bilingual in English/Spanish

Responsibilities

Provide real-time assistance to drivers across multiple terminals, ensuring any issues or gate errors are resolved quickly and professionally, utilizing various computer systems.
Continuously monitor and resolve Central Exceptions.
Communicate with onsite terminal staff to address local operational issues, verify driver status, and ensure alignment between field operations and system data.
Log all incidents, system errors, and driver reported problems with accuracy and clarity for audit and trend analysis.
Escalate recurring system failures, process gaps, or operational bottlenecks to leadership.
Maintain clear, professional communication with drivers, terminal staff, and support teams.
Ensure all actions follow company policies, safety standards, and operational procedures.
Prepare summaries of driver issues, resolutions, and system performance as assigned by manager.
Aide in development of new or changing standard operation procedure documentation.
Knowledge of FRA and AAR securement regulations and railway line clearance requirements.
The ability to work positively and contribute to a team focused on customer service and accomplishing productivity targets.
Miscellaneous activities and responsibilities as assigned by manager.