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Manager, Customer Service and Claims job in Baltimore

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Job Ref:  TAME-USMD01195481
Employer:  Bombardier Inc.
Job Type:  Permanent
Country:  United States
County/State:  Maryland
City:  Baltimore
14/10/2016 22:03

At Bombardier, our employees 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.

Based in Baltimore, Maryland, you will have total responsibility for customer service programs for the MARC O&M Project. You will provide direction and leadership to the customer service team in the Baltimore operations center, as well as at the MARC Information Desk at Washington Union Station, and interacts closely with operations management.

In your role you will:
  • Ensure that all passenger inquiries and complaints are handled accurately and professionally;
  • Handle any escalated customer issues or complaints;
  • Follow up on behalf of the GM that all complaints are properly reported and investigated, with appropriate action taken to prevent a recurrence;
  • Monitor the effectiveness of customer service program through audits of train crews and review of all KPIs;
  • Compile daily, monthly, and annual reports as required;
  • Work closely with the third party administrator's Claims Adjuster to resolve all third party claims on the Camden and Brunswick Lines;
  • Along with the Claims Adjuster, determines reasonable settlement value and provides settlement authority for claims;
  • Responsible for scheduling for the customer service team to ensure staffing levels, covering vacancies as needed;
  • Develop and implement a comprehensive customer service training program for all T&E employees.

As o ur ideal candidate:

  • You hold a bachelor degree in a related field;
  • You cumulate a minimum of 5 years of work experience in a position with similar duties or in a customer service or communications position;
  • Must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.);
  • You must be able to travel as 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;
  • Your English communication skills are excellent, both written and spoken.

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

Join us at NA
Your ideas move people.

Bombardier is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, State, or Local Laws.

the evolution of mobility
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