Intermodal Service Employee - Operations Center

Candidate offers are contingent on the successful completion of a drug screen (hair and urine collection), as well as background verification. Additionally, CSX does not accept Medical Marijuana Cards.

Job Summary
Intermodal Service Employee (ISE) - Operations Center position provides realtime support to drivers across multiple terminals, resolving gate issues, system errors, and operational discrepancies through various computer systems. It monitors and clears gate exceptions, communicates with terminal staff to verify driver status, and logs incidents accurately for tracking, research, and resolution. The role escalates recurring issues, supports updates to standard operating procedures and contributes to a team focused on customer service and productivity.

Primary Activities and Responsibilities

• Provide real-time assistance to drivers across multiple terminals, ensuring any issues or gate errors are resolved quickly and professionally, utilizing various computer systems.

• Continuously monitor and resolve Central Exceptions.

• Communicate with onsite terminal staff to address local operational issues, verify driver status, and ensure alignment between field operations and system data.

• Log all incidents, system errors, and driver reported problems with accuracy and clarity for audit and trend analysis.

• Escalate recurring system failures, process gaps, or operational bottlenecks to leadership.

• Maintain clear, professional communication with drivers, terminal staff, and support teams.

• Ensure all actions follow company policies, safety standards, and operational procedures.

• Prepare summaries of driver issues, resolutions, and system performance as assigned by manager.

• Aide in development of new or changing standard operation procedure documentation.

• Other duties required:

• Knowledge of FRA and AAR securement regulations and railway line clearance requirements.

• The ability to work positively and contribute to a team focused on customer service and accomplishing productivity targets.

• Miscellaneous activities and responsibilities as assigned by manager

Pay Rates:
Base Rate of Pay: $29.33

Operations Center Premium: 5% increase added to the base rate of pay.

Health and Welfare Benefits:

• Aetna TCU Medical Plan: $215.94

• Aetna TCU Employee Only Plan: $143.96

Training:
New hires complete four days of hands-on and classroom-based training at their home terminal, including a training exam in which a passing score of 85% or higher is required. Once complete, employees will start on-the-job training for ~8 months.

Minimum Qualifications:

• 18 years of age or older

• Valid Driver's License

Preferred Qualifications:

• High School Diploma

• 1 year experience working in an intermodal rail terminal

• 1 year experience working in a customer service environment

• Technical proficiency: Ability to use office systems and the ability to learn, use and support enterprise applications.

• Bilingual in English/Spanish

Physical Requirements:

• Must meet color vision and hearing requirements as described in FRA Regulations

• Demonstrate auditory and visual acuity/tracking/inspection

Job Requirements:

• Work hours may include a nonstandard work week, overtime, and various shift work

• Work hours may include working on an extra board and being on call

• Complete annual training and pass safety rules examinations

• This position is governed by a collective bargaining agreement and membership is required

• Must pass all required assessments

• Must pass a background screening

• Must pass a post-offer medical examination, including a drug test

• If hired, this position may require, if requested, the provision of sensitive information, including but not limited to, address, social security number, place of birth and date of birth to the Customs Border Patrol Port Director per 19USC 19.46 or other governmental agency as required from time-to-time.