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Customer Communications Specialist - 90398523 - Wilmington

Amtrak
Wilmington, NC
Your success is a train ride away!

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

The Customer Communications Specialist is responsible for communicating critical information to both our internal and external Amtrak customers. This role requires vigilance in monitoring all internal information from operations regarding delays, service disruptions and coordinating communication when necessary. The specialist will work cross-functionally throughout the organization to deliver information swiftly and efficiently to the customer, ultimately driving customer satisfaction and CSI strategic initiatives.

Essential Functions

  • Use internal proprietary tools and maintain direct contact with the Operations desk to monitor delays and service disruptions. Ensure the CCT proactively posts customer-facing information on digital channels for all Amtrak routes.
  • Resolve reported issues and inquiries in real-time.
  • Able to provide and request critical communication updates during operational conference calls to better inform customers and internal stakeholders.
  • Engage with a broad range of internal stakeholders to communicate necessary information to ensure cohesive messaging to customers, conductors, onboard service (OBS), and station staff.
  • Adhere to and execute the three communication tenets clearly, approachably, and actionably.
  • Monitor Amtrak’s social media channels, internal and external systems, and third-party platforms.
  • Identify and escalate recurring themes in customer communication and with stakeholders.
  • Awareness of Service Level Agreements (SLA) with internal departments, ensuring delivery of information in real-time to internal departments and customer channels.

Minimum Qualifications

  • A bachelor's Degree is required, but an equivalent contribution of training, education, and relevant experience may be considered in lieu of a degree.
  • Customer-oriented mindset with a commitment to serve excellence.
  • 2 years of relevant experience in communications and/or public involvement.
  • Demonstrated support experience in projects or team activities.
  • Strong written, oral, and interpersonal communication skills.
  • Support the problem-solving efforts and provide suggestions.
  • Demonstrated Microsoft Office experience and a basic understanding of how web-based systems interact.
  • Basic knowledge of US & Canadian geography.
  • Demonstrate sound judgment in tight time frames.

Preferred Qualifications

  • Ability to research/verify every delay using Arrow, Wi-Tronix, Ops Portal & RailRes and ability to identify workarounds when necessary.
  • Transportation, travel, or hospitality industry experience preferred.
  • Familiarity with posting on social media and digital channels.

Work Environment

  • This role is in a fast-paced, deadline-oriented environment, so the ability to thrive under these conditions is crucial.
  • This is an in-office position, including nights, weekends, and holidays.

Pay Transparency

The salary/hourly range is $65,500-$84,888 , Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID: 165273

Work Arrangement: 06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.

Relocation Offered: No

Travel Requirements: Up to 25%

You power our progress through your performance.

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, 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..
Posted 2025-09-26

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