Customer Solutions Analyst I

Job Summary

This position optimizes the handling of incoming calls and transaction processing within the customer solution center operation. It coordinates a broad scope of responsibilities associated with customer communications, customer satisfaction, and quality assurance. Learns railroad fundamentals including Operations, Sales and Marketing, Service Design, e-Commerce, Revenue Management, and KCS tariffs. This role uses KCS systems and interacts with union personnel for customer billing updates.

Receives instruction, guidance, and direction from others. Uses existing procedures to solve routine or standard problems. Works on sub portions of projects using knowledge developed through education or experience. Contributes to specific objectives and outcomes as directed.

Job Duties

• Analyzes data required to support various asset management projects.
• Answers customer calls and emails promptly within planned tolerance levels and response times.
• Communicates effectively with the customer and other internal and external contacts in a courteous and professional manner.
• Manages the Overload Worklist. Will inform other railroad or customer of any overload. Will work to confirm weight, divert, or reduce, as necessary.
• Administer Letters of Authorization (LOA): solicits renewals, updates Salesforce database with any new LOA.
• Understands rules for non-acceptance of diversion requests.
• Exemplifies KCS Vision, Values, and Culture in each and every interaction with team, clients, and stakeholders.

Basic Qualifications

• Bachelor's degree from an accredited university or college, or enrolled in an accredited program with less than one year until graduation, or equivalent combination of education and experience

Preferred Requirements

• Bi-Lingual in Spanish
• Experience working in a team environment
• Railroad or transportation experience

Essential Functions

• Ability and willingness to work day, evening and/or night shifts to support the railroad's 24 hour per day/7 days per week operations schedule, including weekends and holidays as assigned
• Shift work is an essential function of this job. Employees must have the ability and willingness to support mission critical railroad operations 24 hours per day/7 days per week, working various shifts as assigned. Schedule assignments may include after-hours, weekends and holidays.
• On-call responsibilities are an essential function of this job. Employees must have the ability and willingness to support operations of mission critical systems and/or processes 24 hours per day/7 days per week. On-call assignments may include after-hours, weekends and holidays.
• This position may require minimal travel up to 10% of the time.

The duties, responsibilities and qualifications in this posting are representative categories to be used by an applicant in deciding whether to apply for the position. These general guidelines do not constitute an exhaustive list of qualifications or essential functions of the position.
We are proud to be an EEO/AA Employer/Veterans/Disabled. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Required Skills

Required Experience