Customer Service Advocate

2 weeks ago

Glenwood Springs, Colorado, United States Rocky Mountaineer Full time
Rocky Mountaineer Client Engagement Coordinator Position

Objective:

Delivering outstanding service to guests is the essence of Rocky Mountaineer (RM), the premier luxury rail service globally.

Our Core Values:

  • Creating Memorable Experiences
  • Unified Team Approach
  • Achieving Remarkable Results
We are committed to fostering a workplace characterized by respect, integrity, and honesty, promoting diversity, and developing talent for the benefit of both individuals and the organization.

The Client Engagement Coordinator (CEC) plays a crucial role, reporting to the Station Management. The CEC is responsible for ensuring exceptional guest satisfaction through direct service at designated locations, acting as a proactive decision-maker on behalf of the organization.

Given regular access to active railway zones, this position carries a Safety Alert status, highlighting accountability for the safety of colleagues, guests, the public, property, and the environment.

Key Responsibilities:

Guest Engagement:
  • Implement daily station operations to provide outstanding service and fulfill RM's brand promise for transformative experiences.
  • Address guest inquiries with professionalism and expertise, showcasing knowledge of RM offerings.
  • Efficiently manage various communication channels (e.g., email, voice messages, MS Teams).
  • Prepare essential documents, supplies, and equipment for daily operations.
  • Oversee inventory of station supplies, coordinating orders and restocking as necessary.
  • Assist guests, provide information, and ensure smooth transfers to and from the train.
  • Resolve guest concerns, collaborating with teams and partners for prompt solutions.
  • Specialize in accommodating guest needs, including accessibility considerations.
  • Arrange transportation services as required.
  • Operate equipment for guests with mobility challenges.
  • Ensure station appearance meets RM standards by maintaining cleanliness and restocking supplies.
  • Support traffic flow organization by directing motorcoaches and luggage vehicles.
  • Manage guest luggage, including tagging, sorting, loading, unloading, and reporting.
  • Ensure safe boarding and disembarking procedures along with relevant safety protocols.
  • Engage in public speaking tasks and provide commentary for guest groups.
  • Guide guests and offer recommendations for local amenities and activities.
Safety and Security:
  • Strictly adhere to RM's safety and security protocols to minimize risks for guests, team members, and partners.
Qualifications:

Education/Certifications/Knowledge:
  • High School Diploma or equivalent (GED) required
  • Preferred possession of a valid U.S. Driver's License
Experience:
  • Previous experience in tourism, hospitality, or customer service is highly valued
  • Familiarity with high-end guest experience or luxury brands is considered an advantage
  • Training provided for enthusiastic learners
Skills:
  • Exceptional verbal and written communication skills
  • Confidence in public speaking and addressing large audiences
  • Strong time management and administrative skills
  • Proactive approach to multitasking and problem-solving
  • Able to work independently and collaboratively
  • Professionalism, accountability, and strong work ethics
  • Thrives in high-pressure situations
  • Capable of managing challenging scenarios calmly and professionally
  • Highly organized with a keen attention to detail
  • Enthusiastic, diligent, and committed to superior guest service
  • Proficient in MS Office tools (Word, Excel, Outlook, PowerPoint)
  • Quick to adapt to new technologies and platforms
  • Physical ability to lift up to 50 pounds and handle luggage safely
Work Environment/Physical Requirements:
  • Varied shifts including evenings and weekends based on train schedules
  • Luggage handling and heavy lifting may be necessary
  • Work involves exposure to Safety Alert settings such as railway areas and moving vehicles
  • Outdoor work in diverse weather conditions anticipated
  • Legal authorization to work in the U.S. throughout the operational season
Salary Information:

Compensation:
$21.25 USD per Hour

Eligible Benefits (PART-TIME):

Team members working under 30 hours per week qualify for:
  • Comprehensive benefits under the Railroad Retirement Act, administered by the U.S. Railroad Retirement Board (RRB)
  • Travel accident and emergency medical insurances
  • Paid vacation, sick leave, and holiday compensation
  • 401(k) plan with employee contributions
  • Discounts on Rocky Mountaineer rail tickets and packages
  • Bi-annual complimentary rail passes
  • Opportunities for salary growth and career advancement
  • Engaging and inclusive team atmosphere

Rocky Mountaineer is committed to equal employment opportunities, guided by the principles of creating meaningful experiences, teamwork, and achieving outstanding results. Embracing diversity, we strive to nurture an inclusive and respectful workplace for all team members.

We implement E-Verify in our recruitment procedures to ensure a legal workforce.

This job description does not encompass all responsibilities and may involve additional tasks as assigned. Role specifics, job title, reporting channels, and duties may adapt in alignment with business needs without implying termination.

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