Passenger Service Clerk - 90366699 - Washington

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As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

Job Summary

This position is responsible for providing our passengers with superior customer service. Be familiar with Amtrak/commuter schedules, connections, services, tickets and routings.

The incumbent will be responsible for greeting the passenger and assisting with Red Cap service as requested by assigning a Red Cap to assist the passenger. Will compile reports of all service requests. The incumbent must hold: daily meeting with Red Caps on duty to ensure a streamlined and efficient operatior - this meeting is to be documented daily Orchestrate groups listed on the daily business and group handling. The incumbent will monitor all redcap equipment, ensuring that wheelchair lifts/ramps, pushcarts, and golf carts are in good working order and accounted for. The incumbent must ensure the Red Cap structure is placed at the front of the station at the beginning of the day and stored away at the end of the day. The structure must be kept in good repair. The incumbent will use an eMD device to assist in the operation. Will be able to perform the duties of a Red Cap. Conform to the Rules of Conduct, Safety Program & Uniform Policy. Adhere to all Amtrak corporate and departmental policies and procedures. Must be able to lift items that weigh up to 50lbs. Perform duties as assigned.

Essential Functions

• The ability to maintain a positive, good natured attitude is essential.
• Greeting, servicing and general comfort of each passenger.
• Must be comfortable with interacting with customers, speaking on a public address system and using Amtrak computer systems.

Minimum Qualifications

• Incumbent must be skilled in the processing of all types of Amtrak tickets and must have a thorough understanding of tariffs to properly price tickets.
• Make ticket reports promptly, properly safeguard company funds properly and prepare related reports.
• Incumbent must be qualified with the operation of Arrow, Railres/Stars and Quik-Trak.
• Position will be governed by all Corporate and station policies.
• The incumbent will be responsible for the proper care and preventative maintenance of the ticket printers and Quik-Trak machines.
• Keep all information racks filled as needed.
• Perform miscellaneous clerical duties related to the station
• Representative will provide assistance to customers with special needs.
• Will assist passengers with luggage and boarding trains.
• Must be proficient with baggage & express operation and be able to quote rates and information.
• Handles checked baggage, package express and company materials in the station and on/off trains.
• Must be able to lift items that weigh up to 50lbs.
• Incumbent must be able to push or pull a baggage cart and operate baggage equipment (i.e. tow tractor, pallet jack and forklift).
• Will be required to perform janitorial duties.
• The incumbent will be responsible for the dissemination of both verbal and printed information to passengers including schedules, fares, routing, city highlights, boarding information, tours and other intermodal transportation.
• Representative must be familiar with the operation of the Passenger Information Display System.
• The incumbent will ensure all passenger train boarding(s) are timely.
• Will verify passengers are properly ticketed or have the proper travel documents and ensure compliance with baggage requirements prior to admission to station platforms.

Communications and Interpersonal Skills

• Must have excellent verbal and written communication skills.
• This position will perform other duties as assigned.
• Must comply with the company’s uniform and grooming policy to present a positive image on behalf of Amtrak through manners, actions and personal style.

The hourly range is $30.32 – $40.42 (with opportunity for increases, as per the applicable collective bargaining agreement, after beginning employment).

Some benefits are subject to the collective bargaining agreement. Learn more about our benefits offerings here .

Requisition ID: 166969
Posting Location(s): District of Columbia

Relocation Offered: No
Travel Requirements: Up to 25%

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.