Reservation & Customer Service Rep.

The Steamship Authority; Mashpee (MA); On-site; USD 28,000 - 35,000; Full time

Job summary

The Steamship Authority is seeking a Reservation & Customer Service Representative for the Mashpee Reservation Office. This full-time, union role (SEIU Local 888) offers a starting rate of $20.40 per hour with a raise to $25.49 per hour after 90 days and benefits after permanent status.

You will handle calls, assist with reservations, and support general inquiries. Position requires weekend coverage and data-entry tasks, with strong English communication, customer service focus, and basic PC

Qualifications

• High school diploma or equivalent is required.
• Strong telephone communication and clear spoken English.
• Excellent customer service and interpersonal skills.
• Basic PC skills and familiarity with web browsers and mobile platforms.
• Strong organizational skills and attention to detail.
• Willingness to learn and take initiative.
• Reliable transportation and good attendance record.
• Ability to work weekends, holidays, and some evenings.

Responsibilities

• Answer incoming telephone calls and assist customers with reservations.
• Make, modify, or cancel vehicle reservations and book high‑speed passenger seats.
• Process reservations and use the reservation system accurately.
• Provide general information and troubleshoot website usage concerns.
• Perform data entry and record processing.
• Assist with training new employees and other duties as assigned.

Skills

Telephone skills

Customer service

English proficiency

PC proficiency

Internet & browsers

Organizational skills

Attendance reliability

Weekend availability

Learning initiative

Transportation

Education

High school diploma

Tools

Reservation system

Job description

The Steamship Authority is currently accepting applications to fill Reservation & Customer Service Representative positions at the Steamship Authority's Mashpee Reservation Office. These are union positions with SEIU Local 888 and are full-time (40 hours a week), including weekend coverage with a starting rate of pay of $20.40 per hour. After 90 days are worked, pay increases to $25.49 per hour. Health, vision, and dental insurance are also available after obtaining permanent status.

This position is responsible for providing high-quality customer service by handling incoming calls, assisting with reservations, and supporting general customer inquiries. A 90-day probabionary period applies.

Key Responsibilities:

• * Answer incoming telephone calls and assist
• * customers with: Making, modifying, or canceling vehicle reservations
• * Booking high-speed passenger reservations
• * Process reservations
• * accurately using the reservation system.
• * Provide general information
• * including: Vehicle space availability Schedule details and related
• * inquiries
• * Troubleshoot customer concerns related to website use.
• * Perform data entry and record processing.
• * Assist with training new employees.
• * Perform additional duties as assigned.

Required Qualifications & Skills:

• * Strong telephone communication skills, including clear spoken English.
• * Excellent customer service and interpersonal skills.
• * Basic proficiency in PC computer applications.
• * Familiarity with internet use, web browsers, and mobile platforms (iOS and Android).
• * Strong organizational skills and attention to detail.
• * Willingness to learn and demonstrate initiative.
• * Reliable transportation and strong attendance record.
• * Availability to work weekends, holidays, and occasional evenings.
• * High school diploma or equivalent required.

Preferred (but not required):

• * Multilingual abilities, especially Brazilian Portuguese, Spanish or Portuguese.

Work Environment & Physical Requirements:

• * Prolonged periods of sitting at a desk.
• * Ability to lift to 20 lbs.
• * Ability to move freely within the workspace.
• * Ability to work 8 hr. shift as scheduled.

Location: Mashpee Reservation Office.

Employment requirements: pass a pre-employment drug test; pass a background check.