Face to Face Customer Service Officer

Purpose of the Role

As the Customer Service Officer based in Baltimore, you will have full accountability for the customer service function within the MARC Operations & Maintenance Project. You will lead the customer service team at the Baltimore operations center and act as liaison with operations management to ensure high service standards aligned with Alstom's mission of delivering mobility excellence.

Key Responsibilities & Accountabilities

Manage and oversee all passenger inquiries, feedback, and complaints-ensuring responses are delivered in a professional, accurate, and timely manner.

Escalate and resolve significant customer issues or complaints, providing leadership in remediation and followup.

Collaborate with the General Manager to verify that complaints are properly logged, investigated, and corrective actions are taken to prevent recurrence.

Coordinate closely with the Lost & Found Coordinator to administer lost item recovery and returns.

Design, implement, and maintain a comprehensive customer service training program for all Transportation & Engineering (T&E) staff.

Monitor and evaluate the effectiveness of the customer service program, through train crew audits and review of key performance indicators (KPIs).

Prepare and submit daily, monthly, and annual service reports as required.

Engage with the thirdparty administrator's Claims Adjuster for claims on the Camden and Brunswick Lines-working jointly to resolve claims, assess settlement values, and exercise settlement authority.

Interface crossfunctionally with operations, claims, and administrative teams to support process improvements and policy conformity.

Candidate Profile / Qualifications

Education & Experience

Bachelor's degree orrelevant career experience

Demonstrated experience in face-to-face public / customer interaction

Skills & Competencies

Excellent communication and interpersonal skills

Strong leadership and team management capabilities

Analytical mindset with ability to review trends and KPIs

Skilled in conflict resolution and complaint handling

Ability to design, deliver, and assess training programs

Proficient with reporting tools, metrics tracking, and administration

Working Conditions & PreEmployment Requirements

Must successfully complete a background check

Hold and maintain a valid driver's license

Pass a motor vehicle report review and comply with Alstom's driving policy

Pass preemployment drug screening

About Alstom

Alstom is a global leader in the mobility sector, tackling some of the most challenging issues around sustainable and intelligent transportation. We foster a culture of agility, inclusion, and responsibility, and empower our people to grow, innovate, and make a difference. Join us, and you'll be part of a global community committed to transforming mobility and delivering real impact.

Equal Opportunity Statement

Alstom is proud to be an equalopportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be considered for employment regardless of race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected under applicable law.

Nearest Major Market : Baltimore