Passenger Service Agent ARRC ARW Employees Only - Alaska Railroad
Passenger Service Agent ARRC ARW Employees Only - Alaska Railroad
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Job Description
Job Description
Please note that for the first six calendar days of this posting it is only open to ARW represented employees. If during the initial six days which ends on May 6 2025 a qualified ARW represented employee(s) applies it shall be awarded in accordance with Section 52.06 of the ARW Collective Bargaining Agreement (CBA). If there are no successful ARW represented bidders this posting shall be extended to May 14 2025 and will be considered open to all other applicants.
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 Railroads 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 trains timely departure and followup 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 conductors 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 indepth knowledge of ARRC reservation/ticketing procedures. Ability to type 30 wpm. Basic office skills to include operational knowledge of a 10key machine copier and fax machine. Requires the ability to handle money and make change under pressure and skill in operating a 10key 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 railroads 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.Minimum Qualifications
Required:
High school diploma or GED
One year verifiable frontline customer service experience
Ability to work irregular work schedules weekends holidays and overtime
Ability to type 30 wpm.
Skill and knowledge to operate a computerized reservation system and 10key 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
Preferred:
Oneyear experience in a fastpaced 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 helpfulAdditional Required Information
Please be sure to include any REQUIRED AND DESIRED QUALIFICATIONSin 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 parttime. 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.
Contact Information
- Alaska Railroad Human Resources DepartmentPhone:Mailing Address: P.O. Box 107500 Anchorage AK
Street Address: 327 West Ship Creek Anchorage AK
Fax Number:
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(toll free) orif you are located in the Juneau area. Requests for information may also be emailed to .
For applicant password assistance please visit: Experience:Unclear Seniority
Employment Type
Full-Time
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