**Description**
This position optimizes the handling of incoming calls and transaction processing within the customer solution center operation.
It maximizes customer satisfaction by analyzing and reacting to information regarding delay advisories and personally delivers resulting advisories.
This position possesses advanced understanding of KCS train network and Management Control System (MCS) and customers' needs and advices regarding origins and destination lanes and what trains they would take, along with understanding their common transportation pitfalls.
It establishes highly effective working relationships with customers while efficiently and independently addressing all service question and serves as a working leader on the team while overseeing work quality and training.
This position communicates and assigns workload as needed and provides customer overviews to the covering analyst prior to weekends, vacations or holidays.
**Accountabilities**
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