Customer Service & Sales Agent – St. Thomas Office

Smith's Ferry Services, Ltd.; Charlotte Amalie (United States Virgin Islands); Presencial; USD 32.000 - 42.000; Jornada completa

Descripción de la vacante

Smith’s Ferry Services, Ltd. is seeking a friendly Customer Service & Sales Agent for our St. Thomas team. You will be the first contact for passengers, handling tickets, reservations, and inquiries while promoting our services. Join a fast-paced, professional team delivering exceptional travel experiences.

The role emphasizes customer service, sales, and seamless operations with weekend and peak-hour coverage. Previous ticketing and knowledge of cruise/tour operations are valued.

Formación

• Minimum 2 years of experience in customer service, hospitality, tourism, airline, cruise, hotel, transportation, retail, or related industry.
• Experience in ticketing, reservations, front desk operations, or guest services is preferred.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills in English.
• Ability to learn reservation systems and software quickly.
• Demonstrated cash handling experience with attention to detail.
• Strong organizational and multitasking skills.

Responsabilidades

• Provide exceptional customer service in person, by telephone, and by email.
• Sell ferry tickets, tours, charters, and related services.
• Process reservations, cancellations, and schedule changes accurately.
• Promote Smith’s Ferry Services and suggest additional offerings.
• Assist with passenger check-in, boarding, and operational communications.
• Coordinate passenger flow and assist passengers with special needs.
• Process transactions and balance cash drawers; prepare daily sales reports.

Conocimientos

Customer service

Communication

Sales

Cash handling

Attention to detail

Multitasking

Problem solving

Teamwork

English proficiency

Reservation systems

Herramientas

Microsoft Office

Descripción del empleo

Reports To: Lead Agent / Customer Service & Sales Supervisor

Position Summary

Smith’s Ferry Services is seeking a friendly, professional, and customer-focused Customer Service & Sales Agent to join our St. Thomas team.

As the first point of contact for many of our passengers, the Customer Service & Sales Agent plays a vital role in creating a positive travel experience while promoting the Smith’s Ferry Services brand. This position is responsible for providing exceptional customer service, processing ticket sales and reservations, coordinating passenger boarding, and supporting the efficient daily operation of the terminal.

The successful candidate will enjoy working in a fast-paced environment, possess excellent communication skills, demonstrate sound judgment, and maintain a professional demeanor while delivering exceptional service to residents and visitors alike.

Key Responsibilities

Customer Service & Sales

• Provide exceptional customer service to all passengers in person, by telephone, and by email.
• Sell ferry tickets, tours, charters, and other travel-related products and services.
• Process reservations, cancellations, schedule changes, and customer inquiries accurately.
• Promote Smith’s Ferry Services and identify opportunities to enhance the customer experience through additional products and services.
• Professionally resolve customer concerns and escal...

Passenger Operations

• Assist with passenger check-in and boarding procedures.
• Make clear and professional boarding announcements, schedule updates, delays, and other operational communications.
• Coordinate passenger flow to ensure efficient departures and arrivals.
• Assist passengers with special needs, families, and elderly travelers.
• Support the logistics of group bookings, tours, cruise ship passengers, transfers, and special events.
• Ensure passengers receive accurate travel information, immigration requirements, baggage policies, and ferry schedules.

Administrative & Financial Responsibilities

• Process cash, credit card, and electronic transactions accurately.
• Balance cash drawers and complete daily cash reconciliation.
• Prepare daily sales reports and other required documentation.
• Maintain accurate reservation records and passenger information.

Operations & Teamwork

• Communicate effectively with the Lead Agent / Customer Service & Sales Supervisor regarding operational issues, customer concerns, and daily activities.
• Work collaboratively with vessel crews, the BVI office, transportation providers, tour operators, and other departments to ensure seamless operations.
• Keep management informed of operational issues or incidents affecting passengers or the business.
• Follow company policies, operational procedures, safety standards, and security requirements.
• Participate in training and continuously improve product knowledge and customer service skills.
• Maintain a clean, organized, and professional work environment.

Qualifications & Experience

• Minimum of 2 years’ experience in customer service, hospitality, tourism, airline, cruise, hotel, transportation, retail, or a related industry.
• Previous experience in ticketing, reservations, front desk operations, or guest services is preferred.
• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills with a professional command of the English language.
• Strong computer skills, including Microsoft Office and the ability to quickly learn reservation systems and other software.
• Demonstrated cash handling experience with excellent attention to detail.
• Strong organizational and multitasking skills.
• Ability to remain calm, professional, and courteous under pressure.
• Working knowledge of the U.S. Virgin Islands and British Virgin Islands tourism products, geography, and attractions is highly desirable.
• Must possess a valid passport and be eligible to travel between the U.S. Virgin Islands and the British Virgin Islands if required.
• Must be available to work weekends, holidays, and extended hours during peak travel periods.

Knowledge, Skills & Competencies

The successful candidate will demonstrate:

• A professional, friendly, and welcoming demeanor.
• Outstanding customer service skills.
• Strong communication and interpersonal abilities.
• Sales confidence with the ability to promote company services.
• Strong organizational and time management skills.
• Excellent attention to detail and accuracy.
• Good analytical and problem-solving abilities.
• Strong cash handling and financial accountability.
• Ability to multitask in a fast-paced operational environment.
• A willingness to learn and adapt quickly.
• A collaborative, team-oriented attitude.
• Professional appearance and conduct at all times.

Working Conditions

• Based in the St. Thomas Office with regular interaction at ferry terminals and waterfront facilities.
• Comfortable working in a semi-outdoor waterfront environment and varying weather conditions.
• Frequent interaction with residents, visitors, tourism partners, and government agencies.
• Ability to stand for extended periods and lift up to 60 pounds when required.
• Occasional travel between the U.S. Virgin Islands and the British Virgin Islands may be required.

Why Join Smith’s Ferry Services?

For over 40 years, Smith’s Ferry Services has proudly connected the Virgin Islands through safe, reliable, and exceptional ferry transportation.

If you enjoy helping people, thrive in a fast-paced environment, and want to be part of a professional, customer-focused team, we’d love to hear from you. Join us in creating outstanding travel experiences for every passenger while building a rewarding career in the tourism and transportation industry.