17 days old

Customer Service Quality Supervisor - 90114054 - New York

New York, NY 10007

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move Americas 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?


Responsible for Amtraks values and leadership philosophy, while providing customers with excellent service & meeting performance targets that are driven by the Strategic plan, safety & security, customer service & financial excellence. Provides direction to ensure compliance of all personnel with corporate policies & procedures relative to customer experience, service recovery & accounting procedures, FDA requirements, safety & uniform grooming standards. Assists in resolution of over road problems & resolves customer complaints. Ensures proper onboard personnel training & testing consistent with service requirements & other items of regulatory compliance. Supervises employee development, counseling & disciplinary actions. Effectively contributes to a safe & secure work environment for employees & travel experience for customers. Demonstrates necessary leadership to support a zero-incident & injury culture within the organization & Amtrak.


  • Interacts with internal customers as a representative and mentor of the company to assess the quality of customer service being delivered.
  • Communicates directly and frequently with employees and other departments to determine their level of satisfaction with services provided, offering the opportunity for them to make suggestions on how to improve best business practices.
  • When necessary, quickly and effectively remedies service deficiencies that are observed or identified that could negatively impact our employees and passengers alike.
  • Assesses customer needs and takes proactive measures to provide service recovery as needed to maintain or restore goodwill with customers.


  • Must have experience in revenue and accounting procedures, including the ability to evaluate and to perform audits.
  • Must have experience in TDRS, CSPMI, Exodin machines, Point of Sale (POS)
  • Must be able to demonstrate in prior positions examples of how the applicant was able to improve customer service within a team, organization, and/or company.
  • Proven record of leadership and motivational abilities, mentoring & guidance.
  • Direct knowledge of cash register (repair/replace/program/maintain or train).
  • Prefer extensive supervisory experience and knowledge of the Amtrak system, policies, procedures, and service standards for on- board employees.
  • Proficient with FDA procedures/compliances/accident/injury procedures, 896 paperwork, Remittance reviews and Food & Beverage procedures.
  • Must have experience with passenger transfers, employee re-assignments, Train & Crew manipulation.

Requisition ID:67222
Posting Location(s):New York
Job Family/Function:Customer Service
Relocation Offered:No
Travel Requirements:None

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.

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: Customer Service|| Customer Service



  • Transportation
Posted: 2021-09-02 Expires: 2021-10-02

Amtrak, the national rail operator, connects America in safer, greener and healthier ways. With 21,000 route miles in 46 states, the District of Columbia and three Canadian provinces, Amtrak operates more than 300 trains each day — at speeds up to 150 mph — to more than 500 destinations. Amtrak is the operator of choice for state-supported corridor services in 17 states and for four commuter rail agencies.

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Customer Service Quality Supervisor - 90114054 - New York

New York, NY 10007

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