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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.

SUMMARY OF DUTIES:

This position is responsible for providing our passengers with superior customer service from behind the ticket counter or on the station floor or platform. The ability to maintain a positive good-natured attitude is essential. The incumbent will be responsible for greeting, servicing and general comfort of each passenger. Representative must be comfortable with interacting with customers, speaking on a public address system and using Amtrak computer systems.

ESSENTIAL FUNCTIONS:

• Serves as lead person to ticket clerks at public windows incident to the sale of tickets for a wide variety of passenger train accommodations.
• Furnishes advice and guidance of confirmation of reservations to each ticket clerk.
• Personally waits on customers and sells tickets.
• Assists customers in securing desired reservation and planning trips.
• Assists in the movement of passengers outside the ticket office to ensure that passenger flow is efficient and orderly.
• Maintain cash drawer and completes daily reports for any sales made.
• Assist when necessary with ticket agent sales reports both daily and monthly.
• Maintain LSA OBS working fund files.
• Responsible for COTS conductor cash fare reports.
• Performs a variety of miscellaneous duties such as filing, completing reports, monitor ticket stock, perform preventive maintenance of ticket printers. In addition to other duties, performs all duties of a ticket clerk.
• Required to open a cashdrawer daily and be available to sell tickets when necessary during the entire shift.
• Must wear and comply with the uniform policy.
• Responsible for the assignment of station personnel and extra board when necessary.
• May assist with payroll records when needed and duties as assigned by Supervisor.
• Reports to the District Manager and Assistant Manager of Stations in Boston.
• Assist with maintaining Quick Track self-service machines, ensuring machines are properly loaded with ticket stock, and working properly. Responsible for reporting problems to the Help Desk and ensuring that the other agents are capable of reloading stock and immediately reporting malfunction.
• Responsible for the day-to-day station operation, to ensure that the overall safety of passengers and employees are maintained.
• As lead ticket clerk the incumbent will be required to provide training and direction to the agents on E-Ticket and customer service transaction. This position requires confidentiality in the performance of station audits, reviewing individual employee performance and compiling sensitive information on station operation.
• Prepare station daily bank deposits and change order, responsible for station working fund.

MINIMUM REQUIREMENTS:

• High Schood Diploma or GED Equivalent.
• 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/Starsand Quik-Trak.
• Agent 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 ticket office and/or station.
• Assist passengers with luggage to the red cap stand or baggage/ ticket counter and introduce them to the receiving agent.
• Assist customers with special needs and other duties as assigned. Must be able to lift or carry up to 501bs. of baggage or material.
• The incumbent will be responsible for the dissemination of both verbal and printed information to passengers including schedules fares, routing, city highlights, baggage, boarding information, tours and other intermodal transportation.
• The incumbent will work with other station employees to ensure all passenger train boarding 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.
• This position will perform other duties as assigned.
• Representative 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.

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.

Requisition ID:153943
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Transportation
Relocation Offered:No
Travel Requirements:None

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Candidates who engage in the usage of marijuana will not be qualified for hire. Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation. Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

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 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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, 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.

POSTING NOTES: Transportation || Customer Service