"Customer Service" is the agent who answers the phone when you call the 800 number. If someone needs customer relations the call is transferred...When someone calls to complain and does not ask for customer relations, the agents will transfer them to customer relations for handling.
If that's the case I wonder why it's considered so critical to specifically ask for "Customer Relations" here on the forum (and twitter apparently). According to your post it does not seem to matter what a customer says or where they ask to be transferred.
Job postings for call center jobs do not include any information about working customer relations. The only way to work customer relations is to take a qualifying test for the position and even then you need to have worked at the call center for 1 year.
Looks like they'll accept similar experience from other call centers as well.
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Customer Relations Specialist - 90229002 - Washington
Amtrak
Washington, DC
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?
SUMMARY OF DUTIES:
The Customer Relations Specialist position will have the responsibility to perform the final adjudication of customer complaints escalated from the Customer Relations Desk (CRD) and to resolve customer complaints and comments submitted to the Office of the President in writing or by telephone and to provide monetary refunds outside of policy on a case-by-case basis. Also responsible for documenting customer comments for reference by other Amtrak departments and outside agencies, such as the Better Business Bureau and FRA, and for corporate reporting. Serves as corporate resource for complaint resolution, including ADA issues. Also provides final resolution for Baggage and Express Claims.
ESSENTIAL FUNCTIONS:
* Responds mostly in writing, but some telephone work required to customer inquiries on behalf of the Corporation and corporate executives to perform the final adjudication of customer complaints, inquiries and Baggage and Express Claims. This will include accurate recording in a database and hard copy files. (90%)
* Participates in projects in support of departmental goals. (10%)
MINIMUM QUALIFICATIONS:
* Bachelor's Degree in English, Communications or equivalent combination of education, work experience and training.
* Ability to type without error at a reasonable speed. Ability to work in a stressful, production-oriented environment.
* Ability to communicate successfully regarding customer complaints via telephone and especially in writing. Must have excellent writing skills.
* Must have Customer Relations complaint handling or other relevant experience
PREFERRED QUALIFICATIONS:
* Proficiency with native Arrow or RailRes/STARS, RTDS and the use of Microsoft Word and other Microsoft Office software applications.
COMMUNICATION AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.
Requisition ID:39742
Posting Location(s)
istrict of Columbia; Maryland; Virginia
Job Family/Function:Marketing
Relocation Offered:No
Travel Requirements:Up to 25%
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, ***, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.
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