Social Media Associate/Specialist

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America's workforce toward the future. 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 the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES: The Social Media Associate / Specialist will work as part of the Customer Care Center of Excellence to identify and resolve customer inquiries via Amtrak's social media channels. This role will work cross-functionally in the organization to quickly and efficiently obtain and deliver information to the customer to drive overall customer satisfaction.

ESSENTIAL FUNCTIONS:

- Identify customer inquiries via primary social media channels.

- Respond to and resolve customer inquiries via social media including reservation issues, refund requests, train status updates, travel questions, and overall Amtrak experience concerns.

- Tag and label all inbound conversation for reporting purposes.

- Escalate advanced issues to Social Engagement Lead or appropriate internal resources as necessary.

- Monitor internal information from Operations regarding delays and service disruptions and escalate to Lead as needed.

- Engage with customers sharing positive brand sentiment.

- Provide an overall outstanding customer service experience for all customers.

- Other duties as assigned.

WORK EXPERIENCE:

- Between 0-2 (associate) or 2+ years (Specialist) overall social media experience.

- Demonstrated knowledge of social media platforms including Facebook, Twitter, and Instagram.

PREFERRED WORK EXPERIENCE:

- Previous customer service experience.

- Experience working in travel industry.

OTHER REQUIREMENTS:

- Exceptional professionalism when handling customer inquiries.

- Ability to adapt quickly in a fast-moving and changing environment.

- Ability to work collaboratively among the immediate team and cross-functionally across the organization.

- Positive, solution-oriented approach to solving problems.

- Ability to frequently work evenings and weekends.

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

Requisition ID: 35103 Posting Location(s): District of Columbia; Maryland; Virginia Personnel Area: DC07 Job Family/Function: Communications Relocation Offered: No Education Requirements: Bachelors Degree Travel Requirements: Up to 25% Employment Experience Requirements: 1 - 3 years of experience