Passenger Service Agent (Alaska Railroad)

Note: This is a flex position with a grade range of 4/5.

 Entry-level agents will be paid at WC-4 wages until they demonstrate that they can perform the full range of duties as outlined in the position description.  Determination of incumbent's ability to perform the full range of duties will be made by the supervisor and is generally reached after 9 months of work experience.

PURPOSE OF 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.

Duties and 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.

FACTOR 1:  Knowledge Required

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.

FACTOR 2:  Supervisory Control

Incumbent works under general guidance and direction of the Lead Passenger Service Agent and overall supervision from the Manager, Reservations and Tickets.  Incumbent works independently using own judgment in planning, setting priorities, and completing work assignments in accordance with established instructions, accepted practices, policy and procedures.

 Lead Agents and Supervisor is available for assistance in handling unusual situations.  Performance is reviewed in terms of timeliness in making reservations, accuracy of sales transactions reports and cash balances, comments received from customers, and end of shift and voucher reports.

FACTOR 3:  Guidelines

Established procedural guidelines, i.e., Passenger Service Procedures, Tariffs and Schedules, are available but must use judgment in their application to specific situations or problems.  A desk manual containing procedures, tariffs, schedules, etc. is used when assisting customer with their travel needs.

 Supervisor is available for guidance in unusual situations.   Incumbent and Lead Passenger Service Agent determine causes for any overages or shortages of cash, etc. when preparing reports.

FACTOR 4:  Complexity

Incumbent is responsible for making reservations, issuing tickets via a computerized system, safeguarding credit card information and ticket stock during performance of duties.  A computerized reservation system is used to book travel itineraries of individuals and groups up to 20.

 Incumbent must use judgment in locating and correcting errors in preparing daily sales transaction reports.  Agent must handle money and make change under pressure of high volume of customers and train schedules.  Agent must safeguard cash fund, ARRC Travel Vouchers, and ticket stock during performance of duties.

FACTOR 5:  Scope and Effect

Incumbent must be tactful and professional at all times since agents attitude can be considered a reflection of the railroad's policy.  Courtesy, alertness, efficiency, and integrity in serving the public affect overall operations and economic income of the railroad.

FACTOR 6:  Personal Contacts

General public, Train Conductors, Lead Passenger Service Agent, Reservations and Ticketing Manager, Reservations Systems Administrator, Accounting Technician/Passenger Service, and ARRC employees.  Public includes individuals and groups, travel agents, tour guides, reservation agents for hotels, cruise lines, and tour companies.

FACTOR 7:  Purpose of Contact

Contact with employees are for the purpose of coordinating work efforts, exchanging information, and resolving problems.  The public contact is for the purpose of selling tickets and tour packages, booking reservations, accepting money, making change, turning in monies, replenishing ticket supply and change, coordinating station activities, working with agencies, resolving routine and complex problems/complaints, and answering inquires, and promoting rail services.

FACTOR 8:  Physical Demands

Work requires extended periods of sitting in reservations and/or standing at ticket counter.  Involves irregular work schedules.

FACTOR 9:  Work Environment

Work is performed in a depot/office setting.Required:

• High school diploma or GED

• One year verifiable front-line customer service experience

• Ability to type 30 wpm.

• 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.

• Ability to handle money and make change under pressure.

• Must be people oriented.

• Ability to work irregular work schedules, weekends, holiday's and overtime.

Preferred:

• One-year experience in a fast-paced office environment.

• Prior experience in the travel, tourism or hotel industry

• Knowledge of reservation procedures, basic accounting procedures, schedules, passenger and baggage tariffs, and tour packages.

Please be sure to include any REQUIRED AND DESIRED QUALIFICATIONS in your APPLICANT PROFILE. If using work experience not already documented in your application, also provide the employer name, your job title, dates of employment and whether full- or part-time.

Your application will be closely reviewed to determine if the responses are supported and minimum qualifications are clearly met. If they are not, the applicant will not advance to the interview and selection phase of the recruitment.

Alaska Railroad Human Resources Department

E-Mail: arjobinfo@akrr.com

Phone:  907-265-2220

Mailing Address: P.O. Box 107500, Anchorage, AK 99510-7500

Street Address: 327 West Ship Creek, Anchorage, AK

Fax Number: (907) 265-2542

Alaska Railroad Corporation is an equal opportunity employer

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE

Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll free) or (907) 465-4095 if you are located in the Juneau area. Requests for information may also be emailed to recruitment.services@alaska.gov.

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