Transportation Customer Service Representative - FT

Transportation Customer Service Representative - Regular Full-Time

GENERAL STATEMENT OF JOB

Under general supervision performs shift work at the Reservations and Customer Service Center and at the Ticket Office(s).  Effectively interacts with customers either in person, via telephone, or on-line, providing timely and accurate information regarding transportation services, baggage handling, customer service, and general information pertaining to Bald Head Island.  Sells ferry tickets and makes transportation reservations.  Collects and accounts for ferry ticket revenue during the shift.  Maintains accurate records and data relevant to passenger ridership and customer service contacts.   Completes various reports in a timely manner.   Reports to Lead Customer Service Representative.

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:

Answers telephone and makes transportation reservations, receives inquiries, provides requested information or refers caller to appropriate source.

Enters arrival and departure tram reservations into transportation software.

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

Responsible for accurate accounting of shift cash bank.

Forwards phone lines to Ticket Offices when Customer Service Center is not staffed.

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

Utilizes computerized equipment to enter necessary information. 

Deep Point Reservations and Customer Service Center:

Responsible for entering arrival and departure tram reservations into transportation software. Stays abreast of ferry schedules for arrival and departure times.  Ensures that guests can arrive and depart in a timely fashion.

Analyzes reservations list and communicates with Rental Relations and others as needed to identify possible duplicate or other potential invalid reservations.

Provides information and assistance to guests, property owners, and visitors. Interfaces with public by telephone and on-line.

Cross-train in ticket offices to ensure continuity of operations on all shifts and locations as needed.

Deep Point Ferry Landing Ticket Offices:

Greets arriving guests, collects fees for ferry tickets, checks-in customers upon arrival for their tram reservation.  Uses various media to collect payments including cash, checks, and credit card machines.  Provides receipts. 

Compiles reports accounting for daily, weekly, monthly passenger volume.

Communicates with dock, barge, parking, and ferry personnel via VHF radio or telephone in coordinating ongoing Transportation operations, keeping all concerned team members informed.

Reports malfunctions of equipment or repairs needed to proper personnel.

Records lost and found items, tags items for shipments, gives to Shift 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; or an equivalent combination of training and experience to provide the required skills, knowledge, and abilities.

SPECIAL  REQUIREMENTS

Basic understanding of Microsoft Office, Word, and Excel programs.

Possession of a valid North Carolina driver’s license.