Passenger Services Rep

Metra is one of the largest and most complex commuter rail systems in North America, serving Cook, DuPage, Will, Lake, Kane, and McHenry Counties. The agency is linking communities in Northeastern Illinois by providing safe, reliable, and efficient commuter service.

The Train Reporting and Customer Communication Department (TRACC) is responsible for communicating information to Metra customers at stations and on trains via our Station Services, Passenger Services and GPS divisions. TRACC is also responsible for providing customer service, information and ticket sales and oversees the distribution of tickets, maintains station inspections and ADA compliance.

Reporting to the Supervisor, Passenger Services, the Passenger Service Representative provides timely and accurate information and assistance to Metra customers. The primary duties include: Serve as primary point of contact for customers, use various means of communication to provide direction and information on train routes, points of interest, local and holiday events, and seasonal activities; and address and resolve customer complaints and concerns. Maintain records of customer interactions, complaints, and comments, as well as actions taken; update and maintain the electronic tracking system; and prepare activity reports. Schedule group travel, communicate trip information, and receive payment. Occasionally works outdoors assisting and directing customers. Perform related duties as assigned.

Final salary will be determined in part by the qualifications of the selected candidate.

Metra is a railroad employer subject to the provisions of the Railroad Retirement Tax Act, not the Social Security Administration.

1. Must possess a high school diploma or GED.
2. In addition to #1, must have two years of customer service, call center, or related experience.
3. Ability to accurately type 35 wpm.
4. Good knowledge of customer service principles.
5. Some knowledge of the Chicago area transit system to assist customers with locating their destination.
6. Some knowledge of report preparation.
7. Good customer service and interpersonal skills.
8. Good organizational skills.
9. Good verbal and written communication skills.
10. Proficient using Microsoft Office 365.
11. Ability to work independently and exercise good judgment.
12. Ability to maintain records and prepare reports.
13. Must be willing to travel within Metra's 6-county region.
14. Must be available to work flexible hours in the early morning, late afternoon, evenings, or weekends.

Please note: Regardless of any state laws that legalize marijuana, Metra prohibits applicants and employees' use or possession of marijuana (or marijuana paraphernalia), or having detectable amounts of marijuana in their bodies, including synthetic and/or non-synthetic substances such as THC for any reason for pre-employment screening purposes, while on duty, subject to duty, on Metra property, or in Metra work equipment and vehicles.

Metra is an Equal Opportunity/Affirmative Action Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, gender identity, disability, or any protected categories, assuming an individual can perform the essential functions of the job with or without accommodation.