Ticket Agent Job Description

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Position Description – Ticket Agent
Reports to:  Ticket Office Manager
Supervisory Responsibility: None
Human Resources:    Cheryl Barrows

Ticket agents handle all 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.
Provides accurate information regarding all of Hy-Line’s services and policies.
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, CCC Tours, Nantucket Island Tours) and activities on the islands.

  • Other duties as needed or requested.

Licenses, Registrations, and/or Certifications:

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 if working at a ticket window. May also be asked to help outdoors and use a handheld barcode scanner to assist crew boarding passengers. Harbor, 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. The Hyannis and North End ticket offices may have employees 14 – 16 years old if staffing allows for a coworker at all times.


Click here to apply online