Customer Communications Specialist Wilmington

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.

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.

• Monitor and manage all Amtrak's communication channels for timely response and resolution.
• Coordinate real‑time resolution of reported mechanical inquiries.
• Craft strategic internal communications strategies for reactive customer experience changes.
• Exercise high judgment in time‑sensitive situations, earning trust and providing counsel to internal stakeholders.
• Proactively identify and address customer issues, ensuring cohesive messaging across all stakeholders.
• 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 action ably.
• Monitor Amtrak’s social media channels, internal and external systems, and third‑party platforms.
• Identify and elevate 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.

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Customer‑oriented mindset with a commitment to serve excellence.
• 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 U.S. & Canadian geography.
• Demonstrate sound judgment in tight time frames.

• Plus 2 years of relevant work experience.
• Ability to research/verify every delay using Arrow, Wi‑Tronix, Ops Portal & Rail Res and ability to identify workarounds when necessary.
• Transportation, travel, or hospitality industry experience preferred.
• Familiarity with posting on social media and digital channels.

• Proficiency in monitoring and managing various communication channels, including social media platforms and internal systems.
• Ability to coordinate and resolve customer inquiries and service disruptions in real time.
• Strong skills in crafting clear, factual, and strategic internal communications strategies.
• Demonstrated ability to exercise sound judgment and make decisions in time‑sensitive situations.
• Excellent interpersonal skills for effectively communicating with a diverse range of stakeholders.
• Clear and effective communication skills, both written and verbal, to convey information accurately and persuasively.
• Proactive mindset to anticipate emerging topics and develop proactive communication plans.
• Knowledge of customer service principles…