Railinc’s Customer Success Center (CSC) team recently won bronze in The Stevie® Awards for Sales & Customer Service in Technology Industries. The awards recognize customer service and contact center achievements, sales and business development and thought leadership initiatives.
The 2023 competition received more than 2,300 nominations from organizations in 49 nations and territories and our CSC team received international recognition for their achievements in customer service. View the full list of winners here.
In 2017, CSC leadership changed their philosophy of the customer service group and began looking for employees who they could invest in and who would grow into future leaders across the company. Since then, they have seen increased success in their retention and promotion rates and their customer service scores.
The CSC, active since Railinc’s inception, is essential to daily operations for the North American freight rail network and the supply chain as a whole. Team members build positive customer relationships and solve technology problems for them, ensuring a smooth process for rail activity. They regularly listen to their customers’ feedback and incorporate changes based on their suggestions. A major request from customers, implemented in 2021, was a chat feature that could be embedded on the Railinc website and within applications to give customers a more personal connection when they are looking for support.
More on the CSC
The CSC is a foundational experience for many at Railinc and over twenty percent of employees got their start here. New team members are given the opportunity to shadow other members of the company and learn more about the projects and products they are interested in. Classes on Python, SaaS and other computing languages are even offered at no cost!
Since 2020, the CSC has seen more than two dozen employees come through their ranks, and more than half of those have been promoted to higher roles within the company. With the support of CSC leadership and your fellow team members, employees are guaranteed to find something they love here.
Join an award-winning company who is dedicated to providing innovative technology solutions for the freight rail industry. Are you ready to take the next step? View our open positions here or submit your resume to humanresources@railinc.com and someone from the team will be in touch.