Customer Service Representative

Job Profile – Tour Representative

Direct & assist guests while dispatching Adventure Sitka tour departures. Assist lead tour representative in communicating with cruise ship staff and assist with sales & logistics. Collect tickets and conduct end-of-day settlements. Assist with periodic reports & distribution of marketing materials. Assist with seating and clean up of our theater facility. Present a professional and friendly attitude at all times and be able to answer a variety of questions succinctly and efficiently. Must be able to stand for long periods of time in sometimes inclement weather, be able to complete tasks with minimal supervision, and have good numerical/math skills. Must be able to adapt to the changing nature of our industry, as well as work as a team member, and be comfortable interacting with strangers. This is a shore-based position.

Duties/Responsibilities

• Present a professional and friendly attitude at all times while answering a variety of questions regarding Tour Products, Adventure Sitka, Sitka, and AK.

• Direct and assist passenger movement during boarding and disembarking of tour vessels.

• Collect tickets/vouchers and conduct end-of-day settlements with cruise ship staff as well as electronic settlements with vendors/tour partners.

• Help dispatch and coordinate tour vessels, motorcoaches, and company vehicles in a professional and courteous manner.

• Act as company liaison to shore excursion staff, assisting with sales and logistics, including special needs guests.

• Help maintain dock security and visitor safety, monitor communication systems, and communicate clearly and concisely over radio.

• Assist with distribution of promotional tour materials.

• Data entry in various computer systems for reports and ongoing surveys.

• Other duties as directed by Sales & Service Manager including but not limited to routine site/vessel/vehicle cleaning and maintenance, supply restocking, and relief passenger service.

• Work in coordination with Theater manager on answering guests questions about the theater, finding seats, and keeping the theater venue clean. 

Qualifications/Experience

• Experience in the tourism / visitor industry is preferred.

• Must be punctual / reliable and maintain a professional, friendly, and courteous attitude toward customers and coworkers at all times.

• Must be able to effectively communicate to large groups of people in a professional manner and work well in stressful situations. Public speaking experience is helpful.

• Must be able to multitask well; must be able to make sensible decisions while being asked multiple questions from guests, cruise personnel, and coworkers.

• Must be able to follow direction and complete assignments with minimal supervision.

• Must be able to stand for long periods of time and walk up to 3 miles per day.

• Must be able to lift and move objects of up to 50 lbs. as required.

• Must be drug free (pre-employment and random drug testing may be Coast Guard required).

• Must be able to work varied shift hours, including weekends and holidays.

• Must be clean, well groomed, courteous, honest, professional, and most important, reliable.

• Must be able to work as a team with other employees.

• Computer and cell phone proficiency necessary; must be able to maintain and update electronic records and follow protocols / instructions.

• Tour Representative is required to wear company uniform and maintain a well-kept appearance.

Pay

DOE. Limited Benefits. This is a seasonal full-time position from the end of April to September 25th. Preference will be given to candidates who are available to work through the end of the season without interruption. An end of season bonus will be paid to employees who complete their contract in good standing.