Job Vacancy for Comm Cust Service Supervisor at Metra in Chicago, IL

Job Description

The final salary will depend on the candidate’s qualifications. Those with 8 years or more of required experience can expect offers up to the midpoint of the salary range. Metra provides full pay ranges so candidates can consider their growth potential.

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.

Reporting directly to the District Manager, Station Services, the Communication/Customer Service Supervisor will provide optimal customer service, supervise ticketing and station staff, assist with emergency or special event train and passenger movements. Update the information displaying on the Passenger Information Display System (PIDS), Visual Voice of Metra, and other displays. Make appropriate announcements and notifications. Liaise with transportation and station staff to determine delays impacting train operations. Must be available to work any shift at any location, and is subject to temporary/permanent reassignment to other districts with other than currently posted hours and days off. This job requires flexible availability including non-operating hours, weekends, holidays and subject to call 24/7. Perform other related duties as needed to meet the ongoing needs of the organization.

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

Job Requirements

• Bachelor’s degree OR in lieu of specified degree, any combination of education and experience may be substituted for the required degree that equals four (4) years of customer service or public relations.
• In addition to #1, must have four (4) years of customer service experience, preferably in a railroad environment.
• Must have two (2) years of direct supervisory experience.
• Must be able to type 25 wpm.
• Must possess and maintain a valid driver’s license.
• Knowledge of union contracts, preferably the Transportation Communications International Union (TCIU) contract.
• Strong verbal and written communication/influencing skills.
• Able to compose and deliver public address announcements and clearly provide information and direction.
• Strong leadership skills and the ability to work under stressful conditions.
• Ability to be proactive in communicating with customers, dealing with conflicts and potential critical issues.
• Ability to stand, walk, and sit, for extended periods of time.

Preferences

Microsoft Office Suite experience preferred.

Metra employees in an active review period under the current discipline policy or who have documented attendance or performance issues will not be considered and/or selected for this position.

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.

Metra is committed to ensuring that our career website and recruiting process are accessible to all individuals. If you encounter difficulties or limitations in using or accessing our online application, or if you require reasonable accommodations to complete this application, participate in interviews, complete any pre-employment testing, or engage in any other aspect of the employee selection process, please direct your inquiries to [email protected].