Customer Service Representative - 90195468 - Carbondale

Amtrak connects businesses and communities across the country, employing more than 20,000 diverse professionals. Our values—Do the Right Thing, Excel Together, and Put Customers First—guide our work, alongside core capabilities like Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security. We foster an inclusive environment that embraces diverse ideas and perspectives.

About the role

This position is responsible for providing superior customer service to passengers from behind the ticket counter, on the station floor, or platform.

Responsibilities

• Greet, service, and ensure the general comfort of each passenger.
• Assist customers with special needs, luggage, and boarding trains.
• Prepare ticket reports promptly, safeguard company funds, and prepare related reports.
• Perform preventative maintenance on ticket printers and Quik-Trak machines; keep information racks filled.
• Handle miscellaneous clerical duties related to the station.
• Disseminate verbal and printed information to passengers, including schedules, fares, routing, city highlights, boarding information, tours, and other intermodal transportation details.
• Ensure timely passenger train boarding; verify proper ticketing or travel documents and compliance with baggage requirements before admission to station platforms.
• Perform janitorial duties as required.
• Handle checked baggage, package express, and company materials in the station and on/off trains.

Requirements

• Able to lift items weighing up to 50 lbs.
• Able to push or pull a baggage cart and operate baggage equipment (e.g., tow tractor).
• High School Diploma or GED required.
• Valid Driver’s License required.

Preferred Qualifications

• Skilled in processing all types of Amtrak tickets and a thorough understanding of tariffs to properly price tickets.
• Qualified in the operation of Arrow, RailRes/Stars, and QuikTrak systems.
• Familiar with Passenger Information systems.
• Proficient in baggage and express operations, including quoting rates and information.

Skills

• Excellent written and oral communication skills.
• Ability to maintain a positive, good-natured attitude.
• Comfortable interacting with customers, using a public address system, and operating Amtrak computer systems.

Pay

The hourly range is $29.29 – $40.42, with opportunities for increases as per the applicable collective bargaining agreement after beginning employment.

Benefits

• Health, Dental, and Vision Insurance.
• 401K and Railroad Retirement Benefits.
• Rail Pass Privileges.
• Wellness Programs and Employee Assistance Program.
• Medical Plan Opt-out Credit.
• Life Insurance and Commuter/Flexible Spending Accounts.
• No-cost Personal Health Advocate and Financial Advisor sessions.
• Fertility and Family Building Benefits.

Some benefits are subject to the collective bargaining agreement.