Customer Service Representative PE LEAD – 90220056 – Chicago

  • Amtrak
  • US - IL - Chicago
  • 1 week ago

Company Name: Amtrak

Location: Chicago, IL, US - 60606

Job Duration: 2022-01-14 to 2022-02-13


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?

The Customer Service Representative PE Lead (CSR PE Lead) is a front line employee for Amtrak.  You will likely be the first impression a passenger has with Amtrak.  Your interaction with the passenger will set the tone for their journey and it is imperative that we make a great first impression.



You must work closely w/traveling public as a member of the Amtrak team.  Minimum one (1) year ticket experience.  In addition to performing duties of Ticket agent, will be responsible for opening and closing, assisting agents with balancing, accounting funds in safe, preparing bank deposits, compiling exception reports for staffing, assist and facilitate misconnected passengers.  

Work closely will manager in conducting audits and internal reviews.  Sell passenger tickets. Quote train fares, schedules and policies (Manually and using Arrow/Stars). Required to make ticket exchanges, refunds and maintain cash drawer.  Must be able to lift and handle baggage and company material up to 50 lbs. Be responsible for accurate balancing of daily sales reports. You must be proficient in all aspects of accepting and forwarding passenger’s baggage. You will be required to complete appropriate accounting forms.


You must be thoroughly familiar with the Amtrak and non-Amtrak systems, plus United States geography. Must be able to count change, add & subtract quickly & accurately. You must become familiar with rail equipment types, configurations & accommodations.   You must be willing to work beyond assigned tour of duty due to the requirements of service.  You might work outdoors or in the elements. You must comply with Amtrak’s Standards of Excellence, safety rules, uniform policies, and all other policies and procedures. 



You may be required to conduct surveys. You will be responsible for dissemination of both verbal and written information to passengers including schedules, fares, routing, tour, baggage and boarding locations. You might provide guidance to area tourist attractions for our passengers. You might makes car and hotel reservations.  You must demonstrate creative solution techniques and skills in handling customers.  You may be responsible for the receipt of cash and reports from conductors and food service employees and to insure the proper distribution of reports and deposits of cash.  You might issue conductor’s supplies, ticket stock and change to conductors and food service employees.  Interpret and disseminate pertinent information to conductors on regulations, tariff circulars and special instruction relating to ticketing procedures. You might handle, baggage, express, and company materials. You will become proficient in all aspects of the receiving, delivering and forwarding of passengers’ baggage including the lost and found. 


You may become qualified to operate electrical powered baggage equipment.  You may become forklift qualified. You will clear & release trains, be familiar with routes for express. You will assist all passengers with baggage and wheelchair service that are utilizing CUS, whether traveling by Amtrak or Metra. You will be required to push wheelchairs, use lift equipment, handle stretchers, pull redcap carts and lifts baggage weighing up 50 lbs.  You will assist elderly, disabled, and large groups of people.  

Must have knowledge of and be familiar with the use of radio equipment as outlined by Amtrak.  Your duties may include working in passenger lounges, information areas, answering phones, making public address announcements, directing the flow of passenger traffic, assist in the boarding areas for gate control, walking platforms and trains to assist elderly, disabled, and groups.  You must be able to clearly and professionally speak all Amtrak and public service announcements.  You might monitor building maintenance computer system and report all failures to the proper authority.  You may be responsible for creating and disseminating re-accommodation information for distressed travelers. You must maintain accurate records of all arrivals and departures



Must have excellent oral and written communication skills

Requisition ID:74905
Posting Location(s):Illinois
Job Family/Function:Customer Service 
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.

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: Customer Service || Customer Service