Ferry Boarding Representative - Seasonal

Ferry Boarding Representative (Seasonal)

GENERAL STATEMENT OF JOB

Under general supervision performs work at the passenger ferries by scanning tickets, validating reservations, and directing an orderly boarding process in coordination with the ferry crew.  This position will serve as an initial point of contact with passengers and will be responsible for providing a positive and welcoming experience for all customers.   Effectively interacts with customers providing timely and accurate information regarding transportation services, baggage handling, customer service, and general information pertaining to Bald Head Island.  Maintains accurate records and data relevant to passenger ridership and customer service contacts.   Completes various reports in a timely manner.  Reports to Assistant Transportation Manager – Ferry.

ILLUSTRATIVE EXAMPLES OF WORK

NOTE:  The illustrative examples of work listed below are not an exhaustive list of duties and responsibilities performed by the position.  The examples are intended to represent the level and type of work performed.  This list is not to be considered or represent an employment contract.

Essential Functions:

Provides customer service by greeting passengers with a friendly and professional demeanor. 

Helps passengers in a courteous manner, addressing their questions, concerns, and needs promptly and efficiently. 

Efficiently checks in customers for passenger ferries by scanning electronic and paper tickets. 

Verifies customers present with valid tickets and reservations, accurately counts check-in passengers in compliance with federal regulations.

Maintains a well-organized check in area. 

Maintains knowledge of current events, activities, and hours of operation at various venues and entities on the island.

Performs administrative duties and compiles data for special projects or reports, as assigned, ensuring completion by specified deadlines.

Utilizes computerized or scanning equipment to enter necessary information.

Communicates with passengers, fellow team members, and ferry crew to relay important information, updates, and changes in ferry schedules or procedures.

Provides clear instructions to passengers regarding boarding processes, safety measures, and any special accommodations or requirements. 

Handles customer complaints, inquiries and requests with patience and empathy. 

Actively listens to customer concerns and takes appropriate actions.  Resolve issues promptly and to the satisfaction of the customer and company guidelines. 

Adheres to all safety regulations and protocols while on duty, ensuring the wellbeing of passengers, fellow employees and the overall security of the ferry terminal area.

Reports malfunctions of equipment or repairs needed to proper personnel.

Records lost and found items, tags items for shipments, gives to Supervisor to secure pending pickup. 

Receives and processes transportation reservations when needed.

Additional Functions:

Performs other related work as required.

Availability to work week-ends, holidays, and evening shifts as required.

Must wear company provided uniform, and maintain professional image at all times.

MINIMUM EDUCATION, TRAINING AND EXPERIENCE

Graduation from high school or equivalent, one year of clerical experience and six months in a position dealing with the public; problem solving and conflict resolution skills and basic computer literacy and proficiency in using electronic ticketing and/or reservation systems or an equivalent combination of training and experience to provide the required skills, knowledge, and abilities.

Special Requirements

Basic understanding of computer and electronic ticketing and/or reservation systems. 

Possession of a valid North Carolina driver’s license.

Requires the ability to exert up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.  This type of work usually requires walking or standing to a significant degree.