Lead Agent / Customer Service & Sales Supervisor – St. Thomas Office

Smith's Ferry Services, Ltd.; Charlotte Amalie (United States Virgin Islands); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Smith’s Ferry Services, Ltd. in the U.S. Virgin Islands is seeking an experienced Lead Agent / Customer Service & Sales Supervisor to oversee the St.

Thomas office, drive exceptional service, and coordinate ticketing, passenger logistics and group travel in a fast-paced environment. The role requires strong leadership, a track record in hospitality or transportation, weekend availability, and the ability to collaborate with the British Virgin Islands team to maintain high standards across both

Competenze

• Minimum 3–5 years of supervisory experience in a service, hospitality, tourism, or transportation field.
• Proven ability to lead, coach, and develop a high-performing team.
• Strong customer service orientation with sales focus and operational acumen.

Mansioni

• Oversee daily operations of the St. Thomas Customer Service & Sales Office.
• Lead, coach, and develop agents to deliver outstanding service and hit objectives.
• Plan and manage staff schedules to ensure adequate coverage and efficiency.
• Coordinate with Operations Director on ferry schedules and updates.
• Support cross-territory operations with the British Virgin Islands team to maintain service standards.
• Identify operational improvements to boost efficiency and customer satisfaction.
• Assist with onboarding, training, performance management, and development.

Conoscenze

Supervision

Customer service

Sales

Team development

Staff coaching

Strumenti

Reservation systems

Microsoft Office

Descrizione del lavoro

Position Summary

Smith’s Ferry Services is seeking an experienced, energetic, and customer-focused Lead Agent / Customer Service & Sales Supervisor to oversee the daily operations of our St. Thomas office.

This leadership role is ideal for an experienced professional from the airline, hotel, cruise, tourism, transportation, or hospitality industry who thrives in a fast-paced environment and is passionate about delivering exceptional customer experiences.

The successful candidate will supervise the St. Thomas Customer Service & Sales team while coordinating ticket sales, passenger logistics, group travel, and daily departures to ensure smooth and efficient operations. This individual will also provide operational support to the British Virgin Islands Customer Service & Sales team, helping to ensure consistent service standards and seamless coordination across both territories.

The Lead Agent / Customer Service & Sales Supervisor will serve as a key operational leader responsible for driving customer satisfaction, supporting sales growth, developing staff, improving operational efficiency, and ensuring the highest standards of professionalism throughout the customer journey.

Key Responsibilities

Leadership & Operations

• Supervise the daily operations of the St. Thomas Customer Service & Sales Office.
• Lead, coach, mentor, and develop the Customer Service & Sales Agents to deliver exceptional customer service and achieve company objectives.
• Prepare and manage the work schedules of the Customer Service & Sales Agents to ensure adequate staffing and efficient daily operations.
• Liaise with the Director of Operations regarding ferry schedules, operational updates, and service changes.
• Provide operational support, guidance, and backup to the British Virgin Islands Customer Service & Sales team, ensuring consistent customer service standards across both territories.
• Evaluate operational processes and recommend improvements that enhance efficiency, productivity, and customer satisfaction.
• Assist with onboarding, training, coaching, performance management, and professional development of team members.
• Provide feedback and recommendations to senior management regarding operational improvements, staffing needs, customer service trends, and business opportunities.

Customer Service & Sales

• Deliver exceptional customer service while professionally handling passenger inquiries, complaints, and service recovery.
• Execute all customer sales responsibilities, including ticket sales, reservations, charters, tours, and other travel-related services.
• Promote Smith’s Ferry products and services while identifying opportunities to increase sales and enhance the customer experience.
• Manage the logistics of group bookings, cruise ship passengers, tours, transfers, and special events, ensuring passengers move seamlessly from point A to point B.
• Assist passengers with special needs and ensure a safe, welcoming, and professional environment.
• Make boarding announcements and communicate schedule changes, delays, and operational updates clearly and professionally.

Financial & Administrative

• Open and close customer service counters in accordance with company procedures.
• Process cash, credit card, and electronic transactions accurately.
• Reconcile daily sales, balance cash drawers, prepare deposits, and maintain strong financial controls.
• Prepare daily cash reports, incident reports, operational reports, and other documentation as required.
• Ensure monthly billing is completed accurately and submitted on time.
• Maintain accurate reservation records and operational documentation.

Communication & Coordination

• Communicate effectively with management, vessel crews, coworkers, government agencies, tour operators, and external partners to ensure efficient day-to-day operations.
• Keep management informed of issues affecting operations, customer satisfaction, staffing, or business performance.
• Maintain positive working relationships with colleagues and external stakeholders while representing Smith’s Ferry Services professionally at all times.
• Continuously expand knowledge of company services, ferry operations, tourism products, and industry best practices.

Qualifications & Experience

• Minimum 3–5 years of supervisory experience in customer service, hospitality, tourism, airline, cruise, hotel, transportation, or a related industry.
• Demonstrated experience managing customer service operations, passenger logistics, workforce scheduling, or group travel coordination.
• Strong business acumen with a sales-oriented mindset and the ability to identify opportunities that improve revenue and customer satisfaction.
• Proven leadership experience with the ability to motivate, coach, and develop high-performing teams.
• Excellent customer service, interpersonal, and people management skills.
• Outstanding written and verbal communication skills with a strong command of the English language and professional vocabulary.
• Strong analytical, organizational, and problem-solving abilities.
• Demonstrated experience with cash handling, reconciliation, and financial accountability.
• Strong computer proficiency, including Microsoft Office, reservation systems, and the ability to quickly learn new software and technologies.
• Working knowledge of the U.S. Virgin Islands and British Virgin Islands tourism products, attractions, geography, culture, history, and transportation network is highly desirable.
• Knowledge of ferry operations, including passenger capacity, vessel operations, safety procedures, and industry best practices is an asset.
• Must possess a valid passport and be eligible to travel between the U.S. Virgin Islands and the British Virgin Islands.
• Must be available to work weekends, holidays, and extended hours during peak travel periods.

Knowledge, Skills & Competencies

The successful candidate will possess:

• Professionalism, integrity, and a positive attitude.
• Exceptional leadership and operational planning skills.
• Strong logistics and operational coordination abilities.
• Excellent customer service and relationship management skills.
• Strong business acumen and a sales-driven mindset.
• Outstanding analytical thinking and sound decision-making abilities.
• Excellent planning, organization, and time management skills.
• High attention to detail and financial accuracy.
• The ability to multitask and perform effectively under pressure.


• The ability to build strong relationships with customers, colleagues, government officials, tourism partners, and external stakeholders.
• A commitment to continuous learning and applying new knowledge to improve operations and the customer experience.
• Confidence representing Smith’s Ferry Services with professionalism and pride.

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, government agencies, tourism partners, and the travelling public.


• 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 is 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.

We are seeking a dynamic leader who combines operational excellence, outstanding customer service, strong business acumen, and a passion for tourism. If you thrive in a fast-paced environment, enjoy leading people, and are committed to creating memorable customer experiences, we invite you to become part of our team and help shape the future of ferry transportation in the Virgin Islands.