Reservation Sales Agent - 90344018 - Philadelphia

Reservation Sales Agent - Philadelphia

Summary of Duties: At Amtrak, we're passionate about connecting people and creating memorable travel experiences. As a Reservation Sales Agent, you'll play a vital role in helping customers plan their journeys, answer travel questions, and find solutions that make travel easier and more enjoyable. Working in a fast-paced call center environment, you'll engage with customers by phone while using multiple systems to research routes, schedules, fares, destinations, and reservation options. We're looking for positive, customer-focused individuals who enjoy helping others and take pride in delivering outstanding service. You will create positive customer experiences through empathy, professionalism, problem-solving, and effective communication. Successful candidates are energetic multitaskers who remain positive under pressure, communicate effectively, and are passionate about helping customers throughout their travel experience. Every interaction is an opportunity to represent Amtrak, build customer loyalty, and help travelers get where they need to go with confidence.

Training: Comprehensive training is provided and includes approximately seven weeks of classroom instruction followed by six weeks of structured on-the-job training. Training covers reservation systems, customer service processes, routes and destinations, fares, policies, and station locations.

Minimum Qualifications: High school diploma or equivalent. Fluency in English, including strong grammar, spelling and punctuation skills. Strong oral, written, and interpersonal communication skills including the ability to engage effectively through phone, email, chat, or other customer contact channels. Customer-focused mindset with the ability to build rapport and deliver service with professionalism, empathy, patience, and emotional intelligence while serving a diverse customer base. Proficiency using computer systems and business software applications. Ability to adapt to changing technologies, processes, and customer needs in a dynamic environment. Ability to effectively multitask while navigating multiple systems, researching information, and assisting customers. Ability to accurately document customer interactions and enter information in real time while actively engaging with customers. Ability to handle confidential customer information with discretion, professionalism, and respect for privacy. Proactively identify, troubleshoot, and solve customer issues using sound judgment, adaptability, and a solution-oriented approach. Demonstrated accountability and commitment to following established policies, procedures, and regulatory requirements. Continuous improvement mindset with a willingness to learn, adapt to new processes and technologies, and contribute to enhancing customer service outcomes. Ability to successfully complete all required training and testing programs.

Preferred Requirements: Previous call center or customer service experience preferred. Ability to work in a fast-paced, customer-focused call center environment. Ability to understand and respond to customer travel needs in a service and sales setting. Bilingual proficiency in English and Spanish is highly desirable. Demonstrated ability to maintain accuracy and attention to detail in a fast-paced customer service environment. Demonstrated keyboarding proficiency sufficient to support a fast-paced customer service environment. Availability for nights, holidays, and weekends.

The hourly range is $21.35 $38.12 (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment). Health and Wellbeing Financial and Retirement Work and Family Life Support Health, Dental, and Vision Insurance 401K Rail Pass Privileges Wellness Programs Railroad Retirement Benefits Employee Assistance Program Medical Plan Opt-out Credit Life Insurance Commuter and Flexible Spending Accounts No-cost Personal Health Advocate No-cost Financial Advisor Session Fertility and Family Building Benefits Some benefits are subject to the collective bargaining agreement.