Overview Position Description: Ticket Agent Reports to: Ticket Office Manager Location: Hyannis MA Supervisory Responsibility: None Human Resources: Cheryl Barrows Summary: Ticket agents handle reservations for the ferries, fishing boats, harbor and canal cruise vessels depending on where they are located. Agents answer questions in person and on the phone, provide information, process new and change reservations, and demonstrate exceptional customer service skills. Essential Duties and Responsibilities Demonstrates excellent customer service, on phone and in-person, making, changing, or confirming reservations. Manages reservations and issues tickets using specialized software. Demonstrates competence in use of reservation software and phone system. Demonstrates knowledge of pricing and coding. Accurately reconciles ticket sales and receipts. Responds appropriately to comments or complaints and resolves as best as possible to the satisfaction of the customer. Manage passenger issues relating to reservations. Stays focused while multi-tasking in a fast-paced environment where distractions are a natural part of the work area. Other Duties Maintains a general knowledge of other services (Group Sales, Cape Cod Custom Tours, Nantucket Island Tours) and activities on the island. Other duties as needed or requested. Licenses, Registrations, and/or Certifications None Required Education and Experience Enrolled in high school or similar secondary education, or high school diploma or equivalent. Required knowledge, skills and abilities Excellent communication skills, phone etiquette, customer service skills and strong computer capabilities. Must be able to safely perform the essential duties for the position, with or without, reasonable accommodation. Typical Work Environments Ticket agents work indoors but with potential exposure to outside elements. May also be asked to help outdoors and use a handheld barcode scanner to assist crew boarding passengers. Harbor, wharf, marine environment. Additional Requirements for this Position Must be a minimum of 16 years of age and obtain work permit if under the age of 18. #J-18808-Ljbffr Hy-Line Cruises’ Group
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