Face to Face Customer Service Officer
Face to Face Customer Service Officer
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose of the Role
As the Customer Service Officer based in Baltimore you will have full accountability for the customer service function within the MARC Operations & Maintenance Project. You will lead the customer service team at the Baltimore operations center and act as liaison with operations management to ensure high service standards aligned with Alstoms mission of delivering mobility excellence.
Key Responsibilities & Accountabilities
Manage and oversee all passenger inquiries feedback and complaintsensuring responses are delivered in a professional accurate and timely manner.
Escalate and resolve significant customer issues or complaints providing leadership in remediation and followup.
Collaborate with the General Manager to verify that complaints are properly logged investigated and corrective actions are taken to prevent recurrence.
Coordinate closely with the Lost & Found Coordinator to administer lost item recovery and returns.
Design implement and maintain a comprehensive customer service training program for all Transportation & Engineering (T&E) staff.
Monitor and evaluate the effectiveness of the customer service program through train crew audits and review of key performance indicators (KPIs).
Prepare and submit daily monthly and annual service reports as required.
Engage with the thirdparty administrators Claims Adjuster for claims on the Camden and Brunswick Linesworking jointly to resolve claims assess settlement values and exercise settlement authority.
Interface crossfunctionally with operations claims and administrative teams to support process improvements and policy conformity.
Candidate Profile / Qualifications
Education & Experience
Bachelors degree orrelevant career experience
Demonstrated experience in face-to-face public/customer interaction
Skills & Competencies
Excellent communication and interpersonal skills
Strong leadership and team management capabilities
Analytical mindset with ability to review trends and KPIs
Skilled in conflict resolution and complaint handling
Ability to design deliver and assess training programs
Proficient with reporting tools metrics tracking and administration
Working Conditions & PreEmployment Requirements
Must successfully complete a background check
Hold and maintain a valid drivers license
Pass a motor vehicle report review and comply with Alstoms driving policy
Pass preemployment drug screening
About Alstom
Alstom is a global leader in the mobility sector tackling some of the most challenging issues around sustainable and intelligent transportation. We foster a culture of agility inclusion and responsibility and empower our people to grow innovate and make a difference. Join us and youll be part of a global community committed to transforming mobility and delivering real impact.
Equal Opportunity Statement
Alstom is proud to be an equalopportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be considered for employment regardless of race color religion gender sexual orientation gender identity age national origin disability status or any other characteristic protected under applicable law.
Required Experience:
Unclear Seniority
Employment Type
Full Time
