Customer Service Operations Specialist

2 weeks ago


Wilmington, Delaware, United States Amtrak - The National Railroad Passenger Corporation Full time
Job Summary

The Sr. Customer Service Ops Specialist plays a critical role in ensuring seamless customer service delivery and recovery in a 24/7 environment. This position requires strong analytical and problem-solving skills to mitigate service disruptions and provide expert guidance to front-line employees and field managers.

Key Responsibilities
  • Participate in service disruption mitigation and recovery efforts
  • Provide expert guidance to front-line employees and field managers on customer service delivery and policy interpretation
  • Collaborate with cross-functional teams to ensure effective service delivery and recovery
  • Develop and implement process improvements to enhance customer experience
Requirements
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced, dynamic environment
  • Knowledge of customer service principles and practices


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