Customer Service Officer

We are looking for an Customer Service Officer for our Baltimore, Maryland facility.
Based in Baltimore, Maryland, the Customer Service Officer has total responsibility for Customer Service programs for the MARC O&M Project. The position provides direction and leadership to the Customer Service team in the Baltimore operations center and interacts closely with operations management.

Duties and Responsibilities:

• Ensure that all passenger inquiries and complaints are handled accurately and professionally.
• Follow up on behalf of the GM that all complaints are properly reported and investigated, with appropriate action taken to prevent a recurrence.
• Handle any escalated customer issues or complaints.
• Work closely with the Lost and Found Coordinator to handle the administration and return of lost items.
• Develop and implement a comprehensive Customer Service training program for all T&E employees.
• Monitor the effectiveness of Customer Service program through audits of train crews and review of all KPIs.
• Compile daily, monthly, and annual reports as required
• Work closely with the third party administrator’s Claims Adjuster to resolve all third party claims on the Camden and Brunswick Lines.
• Along with the Claims Adjuster, determines reasonable settlement value and provides settlement authority for claims

QUALIFICATIONS:

• Bachelor’s Degree required
• Minimum 5 years of relevant work experience

Pre-Employment Requirements:

• Background Check.
• Maintain valid driver’s license.
• Pass a motor vehicle report review and be able to meet Alstom’s driving policy.
• Pass Pre-employment drug screening.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

• Ensure that all passenger inquiries and complaints are handled accurately and professionally.
• Follow up on behalf of the GM that all complaints are properly reported and investigated, with appropriate action taken to prevent a recurrence.
• Handle any escalated customer issues or complaints.
• Work closely with the Lost and Found Coordinator to handle the administration and return of lost items.
• Develop and implement a comprehensive Customer Service training program for all T&E employees.
• Monitor the effectiveness of Customer Service program through audits of train crews and review of all KPIs.
• Compile daily, monthly, and annual reports as required
• Work closely with the third party administrator’s Claims Adjuster to resolve all third party claims on the Camden and Brunswick Lines.
• Along with the Claims Adjuster, determines reasonable settlement value and provides settlement authority for claim