Customer Communications Specialist

6 days ago

Newark, United States ALSTOM Full time

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signaling and digital mobility solutions. Joining us means joining a truly global community of more than 75,000 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

Join us at Alstom, and you'll be looking at a career-defining role based in Newark.

The Customer Communications Specialist (CCS) is responsible for the real time communication of system operations informaton, primarily during Air Train Irregular Operations. Information such as train direction, delay time thresholds, and alternate transportation options will be relayed via phone, radio and intercom systems. Receiving this information will be the traveling public, Customer Care Representitives, airport operations staff, Port Authority management, Police, Fire, Rescue personal and Alstom staff.

Main Responsibilities include:

  • Passenger / CCS Communications - Initiates communication to the traveling public during Irregular Operations in a near real time manner. Using the information that is presented on the Central Control screens as well as listening to the on-going recovery operations managed by the Duty Foreman, the CCS will ensure that all affected parties remain informed with real time information providing them with information that can be used to support their travel needs. This information will be relayed to passengers both on trains as well as waiting at affected stations.
  • Documentation Administration - Supports various non-technical jobs including asset review at the various Switch Operating Platforms, APM rooms and company vehicles. May also be requested to review video tapes which are used to determine track integrity looking for obvious signs of damage such as broken / missing covers (Dog Houses) and signs of recent arch flash (black and/or discolored equipment). May also be used to perform initial system availability reviews using information provided by the Newark Availability Reporting Tool (NART) system.
  • Communication Equipment, Operational Verification - To cover first and second shift seven days per week, there will be more than one CCS at the site most days of the week. During this redundant time, CCSs will work with each other to ensure that the communication equipment they use is operationally ready. This includes daily sound checks of the train cars, stations, and Emergency-Call systems. The CCS will work in conjunction with existing Preventative Maintenance actions performed by Maintenance and Operations team members.
KNOWLEDGE AND EXPERIENCE
  • Proactive communicator
  • Must react to situations by instinct, can not hesitate when information is needed by the public immediately following event
  • Works well with maintenance and operations staff, understanding the hierarchy of the organization
  • Self-starter capable of anticipating customer and company needs

We thank all applicants for their interest; however, only those under consideration will be contacted.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.

We thank all applicants for their interest; however, only those under consideration will be contacted.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.

Alstom is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, National, or Local Laws.

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