Newspaper article The Florida Times Union

CSXT, Conrail Consolidate Customer Service Centers

Newspaper article The Florida Times Union

CSXT, Conrail Consolidate Customer Service Centers

Article excerpt

Byline: Binyamin Appelbaum, Times-Union business writer

There's an old saying about merger announcements -- it's all over but the integration.

And so it comes as no surprise that two years after Jacksonville-based railroad CSX Transportation took over 42 percent of Conrail, the two companies are still working themselves into one.

Ceremonies at the company's Southpoint office yesterday marked the latest step, the formal consolidation of the Conrail and CSXT customer service centers into a single, 750-person Jacksonville-based unit. Workers at the center handle requests for service, process train crew paperwork and dispense general information around the clock.

The consolidation created 158 new positions at CSXT's Southpoint offices, all of which were offered to workers at the former Conrail center in Pittsburgh. Nine managers and 114 customer service representatives accepted the transfer; the remaining positions were filled by local applicants.

"Our decision to move the jobs down here was part of our continuing strategy to provide customer service," railroad spokeswoman Kathy Burns said. "It enhances communication and we end up providing better service to the customer. …

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