Passenger Services Rep

Salary Range

$45,714.00 - $68,572.00
The final salary will depend on the candidate's qualifications. Those with 8 years or more of required experience can expect offers up to the midpoint of the salary range. Metra provides full pay ranges so candidates can consider their growth potential. Click here to learn more about our benefits!

About the role

The Train Reporting and Customer Communication Department (TRACC) is responsible for communicating information to Metra customers at stations and on trains via our Station Services, Passenger Services and GPS divisions. TRACC is also responsible for providing customer service, information and ticket sales and oversees the distribution of tickets, maintains station inspections and ADA compliance.

Responsibilities

• Serve as primary point of contact for customers, use various means of communication to provide direction and information on train routes, points of interest, local and holiday events, and seasonal activities;
• address and resolve customer complaints and concerns.
• Maintain records of customer interactions, complaints, and comments, as well as actions taken; update and maintain the electronic tracking system; and prepare activity reports.
• Schedule group travel, communicate trip information, and receive payment.
• Occasionally works outdoors assisting and directing customers.

Requirements

• Must possess a high school diploma or GED.
• In addition to #1, must have two years of customer service, call center, or related experience.
• Ability to accurately type 25 wpm.
• Good knowledge of customer service principles.
• Some knowledge of the Chicago area transit system to assist customers with locating their destination.
• Good customer service and interpersonal skills.
• Good organizational skills.
• Good verbal and written communication skills.
• Proficient using Microsoft Office 365.
• Able to work independently and exercise good judgment.
• Able to maintain records and prepare reports.
• Must be willing to travel within Metra’s 6-county region.
• Must be available to work flexible hours in the early morning, late afternoon, evenings, or weekends.

Qualifications

Metra employees in an active review period under the current discipline policy or who have documented attendance or performance issues will not be considered and/or selected for this position.

Benefits

Click here to learn more about our benefits!

Pay

Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration.

Schedule

Metra employees in an active review period under the current discipline policy or who have documented attendance or performance issues will not be considered and/or selected for this position.