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Sr. Analyst Customer Support

Location: Fort Worth, TX
Job # 11182121
Date Posted: 07-19-2018
  • Serve as primary customer point-of-contact and act as an intermediary and educator in support of BNSF offerings.
  • Protect the customer's interest by identifying and resolving daily tactical service issues.
  • Perform analysis for chronic or systematic problem identification.
  • Respond to customer inquiries and coordinate resolution of billing, schedule, and equipment issues.
  • Provide feedback in the development and design of service and system enhancements to improve business processes and strategic marketing information.
  • Coordinate work flows and manage time to correspond to the customer's business need.
  • Bachelor’s degree.
  • Strong interpersonal and customer service skills, such as empathetic listening and rapport building.
  • Excellent oral and written communication skills.
  • Demonstrated ability to identify root causes, provide supporting analysis, and make recommendations for resolution.
  • The successful candidate will be self-directed, well organized with attention to detail.
  • Working knowledge of mainframe and desktop applications.
TRAVEL:  Minimal business travel.
*May be required to work Holidays. 
BNSF offers competitive benefit programs and services including, but not limited to 
  • Medical, Dental and Vision Coverage
  • 401(k) Plan
  • Retirement Pension Plan
  • Railroad Retirement
  • Life Insurance
  • Incentive Compensation Plan (ICP)
  • Tuition Reimbursement Program
BNSF Railway is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.
  •     Criminal history 
  •     Last 7 years of driving history
  •     Last 5 years of employment history to include military service
  •     Social Security number
  •     Education
  •     Medical evaluation
  •     Drug Screen
  •     Other elements as needed
BNSF is committed to a safe and drug free work place and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping BNSF safe and drug free.
Transportation Worker Identification Credential (TWIC): Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC. A TWIC is a condition of employment for such positions and requires candidates to those positions to submit to a TSA security assessment (to include, but not limited to, providing: biographic information; identity documents; fingerprints; digital photograph). More information is available at
SF: MO | [[mfield5]] | Marketing | Fort Worth, TX | 76131

Nearest Major Market: Fort Worth 
Nearest Secondary Market: Dallas 
Job Segment: Mainframe, Customer Service, Technology

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