Passenger Service Agent (ARRC ARW Employees Only - Alaska Railroad)

State of Alaska•Anchorage, AK

2d•Onsite

About The Position

To operate a complex and comprehensive computerized reservation system to place reservations, sell tour packages, and answer inquiries. To sell and issue passenger tickets, make travel reservations, provide passenger rail and tour information, and coordinate boarding activities.

Requirements

High school diploma or GED required.
Ability to use a comprehensive computerized reservation system to book reservations coupled with an in-depth knowledge of ARRC reservation/ticketing procedures.
Ability to type 30 wpm.
Basic office skills to include operational knowledge of a 10-key machine, copier, and fax machine.
Requires the ability to handle money and make change under pressure and skill in operating a 10-key machine.
Must possess excellent customer service skills to handle people in a professional, tactful, and courteous manner.
Good telephone etiquette to promote travel and tour railway services.
Thorough knowledge of ARRC schedules, passenger and baggage tariffs, and tour packages.
Basic knowledge of correct tickets, prices, operating circulars, and timetable bulletins.
One year verifiable front-line customer service experience
Ability to work irregular work schedules, weekends, holiday’s and overtime
Skill and knowledge to operate a computerized reservation system and 10-key machine, fax, copier, and related office equipment
Excellent communication (including telephone etiquette) and interpersonal skills
Able to handle money and make change under pressure
Must be people oriented

Nice To Haves

One-year experience in a fast-paced office environment
Prior experience in the travel, tourism or hotel industry is strongly preferred.
Knowledge of reservation procedures, basic accounting procedures, schedules, passenger and baggage tariffs, and tour packages is helpful

Responsibilities

Provides customer service by greeting customers, answering questions, and assisting with travel plans.
Coordinates individual bookings by determining travel dates and destination.
Makes travel reservations using a computerized reservation system.
Collects payment by credit card charge.
Obtains and maintains confidentiality of credit card information.
Prints and issues tickets and refunds.
Prepares conductors manifest and notification of seat assignments.
Provides service to the public by answering inquiries regarding the Railroad’s passenger, baggage, and related information, i.e. quotes rates regarding passenger fares, baggage allowances and excessive baggage rates, tours, events, activities, and other information of interest.
Compiles daily balanced sales transaction reports and submits them to the Accounting Manager.
Responsible for cash advance fund and safeguarding tickets and all monies collected from sale of tickets.
Coordinates station activities to ensure train’s timely departure and follow-up activities in preparation for the next scheduled train.
Responds to Internet and fax inquires and requests for brochures by mailing information to potential customers.
Assists in special promotional mailings and other projects.
Responds to requests for brochures by keying data into the system.
Contributes to team effort by accomplishing related duties as needed.
Prepares conductor’s bag consisting of manifest, cash bank, tickets, etc.