Senior Customer Service & Sales Agent

Smith's Ferry Services, Ltd.; United States Virgin Islands; On-site; USD 36,000 - 52,000; Full time

Job summary

Smith's Ferry Services, Ltd. is seeking a Senior Customer Service & Sales Agent to support daily frontline operations, deliver excellent customer service, and assist with ticket sales and reservations.

The role covers in-person, phone, email, and website live chat interactions, while maintaining service standards and supporting management with basic tasks in a team-oriented environment. The ideal candidate is proactive, service-driven, and comfortable handling peak periods, upselling routes, and

Qualifications

• Strong oral and written communication skills.
• Highly customer service oriented with a genuine passion for helping people.
• Strong team player with a positive and collaborative attitude.
• Reliable, professional, and proactive.
• Comfortable working in a fast-paced environment.
• Basic computer skills (reservations systems, email, live chat, data entry).
• Good organizational and problem-solving skills.
• Knowledge of travel routes and customer needs (or willingness to learn).
• Prior experience in customer service, tourism, or sales is preferred.

Responsibilities

• Assist customers in person, over the phone, via email, and through website live chat with bookings and inquiries.
• Process ticket sales and reservations accurately.
• Provide helpful travel information across the U.S. and British Virgin Islands.
• Support upselling of routes and services when appropriate.
• Maintain a professional, friendly, and solution-oriented approach at all times.
• Conduct light outreach to past and potential customers via phone or email to encourage bookings.
• Follow up on inquiries—including those received via live chat—to convert into confirmed reservations.
• Assist with group inquiries and coordinate with management when needed.
• Support efforts to build repeat business through consistent communication.
• Assist with opening and closing of the counter as assigned.
• Support smooth daily operations by staying organized and responsive.
• Help manage customer flow during peak periods.
• Make basic announcements and provide updates to passengers when needed.
• Escalate complex issues to supervisors or management.
• Work collaboratively with team members to ensure strong service delivery.
• Provide support to newer team members when needed.
• Communicate important updates clearly to colleagues and supervisors.
• Contribute to a positive, respectful, and team-oriented work environment.
• Process transactions accurately and responsibly.
• Maintain accurate records of bookings and customer interactions.
• Assist with basic daily reporting as required.
• Follow all company procedures for cash handling and reconciliation.

Skills

Communication skills

Customer service oriented

Teamwork

Problem-solving

Organizational skills

Basic computer skills

Reservations systems

Data entry

Attention to detail

Willingness to learn

Job description

Position Summary

The Senior Customer Service & Sales Agent plays a key role in supporting daily frontline operations, delivering excellent customer service, and assisting with ticket sales and reservations.

This role is responsible for ensuring smooth customer interactions across all touchpoints—including in-person, phone, email, and website live chat—while supporting daily operations, maintaining service standards, and assisting management with basic operational tasks. The position is ideal for a proactive, service-driven individual who can take initiative while working within a team-oriented environment.

Key Responsibilities

Customer Service & Sales

• Assist customers in person, over the phone, via email, and through website live chat with bookings and inquiries
• Process ticket sales and reservations accurately
• Provide helpful travel information across the U.S. and British Virgin Islands
• Support upselling of routes and services when appropriate
• Maintain a professional, friendly, and solution-oriented approach at all times

Client Outreach & Booking Support

• Conduct light outreach to past and potential customers via phone or email to encourage bookings
• Follow up on inquiries—including those received via live chat—to convert into confirmed reservations
• Assist with group inquiries and coordinate with management when needed
• Support efforts to build repeat business through consistent communication

Frontline Operations Support

• Assist with opening and closing of the counter as assigned
• Support smooth daily operations by staying organized and responsive
• Help manage customer flow during peak periods
• Make basic announcements and provide updates to passengers when needed
• Escalate complex issues to supervisors or management

Team Support & Coordination

• Work collaboratively with team members to ensure strong service delivery
• Provide support to newer team members when needed
• Communicate important updates clearly to colleagues and supervisors
• Contribute to a positive, respectful, and team-oriented work environment

Reservations, Cash Handling & Reporting

• Process transactions accurately and responsibly
• Maintain accurate records of bookings and customer interactions
• Assist with basic daily reporting as required
• Follow all company procedures for cash handling and reconciliation

Qualifications & Requirements

• Strong oral and written communication skills
• Highly customer service oriented with a genuine passion for helping people
• Strong team player with a positive and collaborative attitude
• Reliable, professional, and proactive
• Comfortable working in a fast-paced environment
• Basic computer skills (reservations systems, email, live chat, data entry)
• Good organizational and problem-solving skills
• Knowledge of the U.S. and British Virgin Islands, including travel routes and customer needs (or willingness to learn)
• Prior experience in customer service, tourism, or sales is preferred

Ideal Candidate Profile

• Enjoys working with people and delivering excellent service
• Communicates clearly and professionally across multiple channels
• Takes initiative while working well within a team
• Brings a positive attitude and strong work ethic to daily operations