Reservation Sales Agent (Voice) - Philadelphia

Reference #: 895561500

Your success is a train ride away.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?

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.

SUMMARY OF DUTIES

Reservation/Sales Agents will provide effective customer service by communicating information to customers regarding schedules, rates, routings, connections, and destinations

Handle and carefully respond to all customer inquiries through Telephone/Voice calls. Must possess the ability to use a computer to access information on schedules, rates, routes, and destinations to answer customer inquiries

Must have a thorough knowledge of geography, fares and tariffs, routings to off-line points and office rules and procedures

Must become RailRes qualified and trained to handle all RailRes interactions. Reservation Sales Agent must be able to handle Telephone/Voice inquiries in a professional manner consistent with the established procedures and standards of service

Will perform assignment duties in a manner conforming to Amtrak's Standards of Excellence

Provide excellent customer service through active listening while engaging customers on Telephone/Voice calls

Work with confidential customer information and treat it sensitively

Aim to resolve issues on the first contact by being proactive, patient, empathetic, and understanding

Appropriately & compassionately communicate with customers

Compassionately handle sensitive situations

Adhere to all client and regulatory compliance laws

Document all customer facing interactions

Engage leadership for support when appropriateMINIMUM QUALIFICATIONS

Must have a high school diploma or equivalent

Ability to type 40 wpm

Comfort with desktop computer system

Proven oral & written communication skills

Fluent English and/or Spanish including acceptable grammar and punctuation

Compassionate customer service mindset

Ability to interact with various types of customers

Excellent written communication skills to clearly convey messages to customers through digital means

OTHER REQUIREMENTS

Must have the ability to work in a fast-paced professional call center environment

Able to work in a customer service oriented / sales environment with the ability to comprehend customer's travel needs

Must be able to successfully complete the training program, including passing oral and written tests, before being awarded a position as a Reservation Sales Agent

Agent will accept positions as assigned, including nights, holidays, and weekends

Prior satisfactory job performance requiredCOMMUNICATIONS AND INTERPERSONAL SKILLS:

Incumbent must have effective interpersonal and customer service skills with the ability to communicate primarily viaTelephone/Voicebut also via Chat/SMS, and e-mail when needed. Incumbent must have command of the English language.

Rate of pay: $17.63 per hour

Bonus $3,500 total. 1,000 after 6 months, $2,500 after 1 year. (10% of salary)

This location located in NE Philadelphia. We are not located at30th Street train station

Requisition ID:113442

Posting Location(s):Pennsylvania

Job Family/Function:Marketing

Relocation Offered:No

Travel Requirements:NoneAmtrak 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.All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Candidates who engage in the usage of marijuana will not be qualified for hire. Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation. Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.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.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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, 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.POSTING NOTES: Marketing| Customer ServiceAmtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.