Customer Experience Manager

3 weeks ago


Hyannis, Massachusetts, United States Massachusetts Coastal Railroad LLC Full time
Customer Experience Manager - Train Operations

We are Massachusetts Coastal Railroad LLC, a dynamic and growing railway company. We are currently seeking a skilled Customer Experience Manager - Train Operations to join our team.

About the Role
This is a critical role at our organization, responsible for ensuring the highest level of customer satisfaction across all our train operations. The Customer Experience Manager - Train Operations will be the primary point of contact for customer inquiries and concerns, resolving issues promptly and professionally. You will also be responsible for overseeing daily depot activity, ensuring accuracy in reservations, facilitating special requests, and managing a team of depot staff.

Key Responsibilities
This role involves a range of key responsibilities, including:
  • Ensuring accuracy in reservations and facilitating special requests
  • Managing a team of depot staff, including scheduling, hiring, and training
  • Resolving customer issues and providing exceptional customer service
  • Processing nightly deposits and overseeing depot finances
  • Collaborating with other departments to promote train sales and ridership

Requirements
To be successful in this role, you will need:
  • Experience in hospitality, tourism, or a related field
  • Excellent communication and customer service skills
  • Strong organizational and problem-solving abilities
  • Able to work in a fast-paced environment and delegate tasks to others
  • Familiarity with Fare Harbor tour and activity booking solution

What We Offer
We offer a competitive salary of $65,000 per year, based on the location and the job description. This is a full-time, non-exempt position primarily based in Hyannis, MA, but may require working out of multiple locations including Buzzards Bay and Taunton. We also offer opportunities for career growth and advancement within our organization.

About Us
We are Massachusetts Coastal Railroad LLC, a dynamic and growing railway company dedicated to providing exceptional customer experiences across our train operations. With a strong commitment to customer satisfaction and employee development, we are an ideal place to build a rewarding career.

How to Apply
This position is currently accepting applications. If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply.
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