Sr Passenger Services Rep

Job Description

The final salary will depend on the candidate's qualifications. Those with 8 years or more of required experience can expect offers up to the midpoint of the salary range. Metra provides full pay ranges so candidates can consider their growth potential.

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Qualified veterans who meet the minimum requirements will receive outreach during the recruitment process in accordance with Federal and State laws, including the Illinois Veterans Preference Act. Meeting the minimum qualifications does not guarantee an interview or job offer. The most qualified candidate will be selected.

Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient commuter service.

The Train Reporting and Customer Communication Department (TRACC) is responsible for communicating information to Metra customers at stations and on trains via our Station Services, Passenger Services and GPS divisions. TRACC is also responsible for providing customer service, information and ticket sales and oversees the distribution of tickets, maintains station inspections and ADA compliance.

Reporting to the Supervisor, Passenger Services, the Senior Passenger Service Representative provides timely and accurate transit information to customers using various means of communication including live chats, monitor responses to inquiries and complaints forwarded to specific departments ensuring responses are complete and proper, and assists in training of new employees.

The Primary Duties Include: Serve as primary point of contact for customers using various means of communication to provide direction and information on train routes, points of interest, local and holiday events, and seasonal activities; and address and resolve customer complaints and concerns. Route specific inquiries or complaints to appropriate departments or districts, review responses to ensure issues were thoroughly addressed requesting additional information if needed, and forward response to requester. Conduct live chats, researching information and responding to inquiries and information requests in real time. Respond to requests for ticket reimbursements, checking customer accounts for ticket purchases and use history, making reimbursements within procedural guidelines, or escalating to management as needed. Maintain records of customer interactions, complaints, and comments, as well as action taken; follow up with departments to update and maintain the electronic tracking system; and prepare activity reports. Occasionally works outdoors assisting and directing customers.

Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration.

Job Requirements

• Must possess a high school diploma or GED.
• In addition to #1, must have four years of customer service, call center, or related experience.
• Ability to accurately type 25 wpm.
• Good knowledge of customer service principles.
• Good knowledge of the Chicago area transit system to assist customers with locating their destination.
• Some knowledge of report preparation.
• Good customer service and interpersonal skills.
• Good organizational skills.
• Good verbal and written communication skills.
• Proficient using Microsoft Office 365.
• Ability to work independently and exercise good judgment.
• Ability to maintain records and prepare reports.
• Ability to perform live chats.
• Must be willing to travel within Metra’s 6-county region.
• Must be available to work flexible hours in the early morning, late afternoon, evenings, or weekends.

Metra employees in an active review period under the current discipline policy or who have documented attendance or performance issues will not be considered and/or selected for this position.

Please note: Regardless of any state laws that legalize marijuana, Metra prohibits applicants and employees’ use or possession of marijuana (or marijuana paraphernalia), or having detectable amounts of marijuana in their bodies, including synthetic and/or non-synthetic substances such as THC for any reason for preemployment screening purposes, while on duty, subject to duty, on Metra property, or in Metra work equipment and vehicles.

Metra is committed to ensuring that our career website and recruiting process are accessible to all individuals. If you encounter difficulties or limitations in using or accessing our online application, or if you require reasonable accommodations to complete this application, participate in interviews, complete any pre-employment testing, or engage in any other aspect of the employee selection process, please direct your inquiries to [email protected].

Metra is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.