Bombardier Customer Service Satisfaction Advisor in Baltimore, Maryland

Customer Service Satisfaction Advisor-TAME-USMD01195494


At Bombardier, 70,000 employees in 60 countries work together to evolve mobility worldwide - one good idea at a time. If you have a good idea, we'll provide the environment where it will thrive and grow into a great product or customer experience. Your ideas are our fuel.

Bombardier is looking for a dynamic individual to fill the role as our "Customer Satisfaction Advisor" based in Baltimore for our MARC commuter contract with the Maryland Transportation Association (MTA).

This successful individual will be responsible providing World Class Customer Service as it relates to the Operations & Maintenance Services that Bombardier provides.

In your role you will:

  • Respond promptly to customer phone and email inquiries, forwarding complaints to the appropriate department and following up for resolution.

  • Work closely with operations staff to quickly communicate any pertinent service information (delays, service disruptions, etc.) to passengers.

  • Daily communications with team members to gauge Bombardier's key performance indicators.

  • Produce weekly/monthly/quarterly/etc. reports for the General Manager.

  • Produce & monitor any reports contractually required of Bombardier as outlined in the contract or upon the MTA's request.

  • Work with Bombardier Staff to communicate results of surveys, silent shoppers, audits, written reports/etc. to develop and monitor improvement plans for Customer Satisfaction.

  • Work with the Manager of Customer Service and Claims and other managers to participate in/organize Meet the Management Events, Ridership council meetings, Customer Surveys, etc.

  • Assist with training of Train and Engine crews on Customer Service and monitor results by audits of the same.


As our ideal candidate:

  • Associates degree is required;

  • A bachelor degree will be considered as an asset;

  • Must have excellent communication skills;

  • Experience in providing exceptional customer service or with the public sector is required;

  • Must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.);

  • Organizational skills, multi-tasking, presentation skills, facilitation techniques (training & facilitation of meetings) is required;

  • Self-starter and motivated is essential.

You must be able to travel. The role requires being able to ride the commuter trains on the Brunswick & Camden Lines, visit the facilities that are linked to the operations & maintenance Bombardier provides for the MTA.

This position will report to the Manager of Customer Service and Claims, and will be headquartered in Bombardier's Baltimore office in the Communication Center.

We thank all applicants for their interest; however, only those under consideration will be contacted.

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Your ideas move people.

Job: Customer Service

Primary Location: US-MD-Baltimore

Organization: Transportation

Schedule: Full-time

Employee Status: Regular

Job Posting:* 23.09.2016, 3:04:58 PM

Unposting Date

23.10.2016, 10:59:00 PM