CSR/Dock Rep

CSR/Dock Rep

$18.00 / hour

Ketchikan

The Customer Service Representative (CSR) / Dock Representative plays a key role in ensuring an exceptional guest experience for visitors arriving in Ketchikan.  This position assists guests with tour selections, provides detailed information about excursions and pickup locations, and coordinates the check-in and payment process for independently booked tours.

The role also supports day-to-day operations by communicating with drivers, cruise ship staff, and tour partners to ensure guests are directed to the correct transportation and depart on time.  Daily responsibilities include greeting guests, coordinating logistics, completing daily paperwork, and performing beginning- and end-of-day procedures such as counting tills, making deposits, cleaning the work area, turning signs on and off, restocking brochures, preparing tickets and stickers for the following day, and handing in all completed paperwork, tickets, and vouchers.  This position thrives in a fast-paced, guest-focused environment that requires professionalism, multitasking, and a positive attitude.

Essential Functions and Responsibilities

Greet and assist guests with professionalism and a friendly demeanor.

Provide clear and accurate information about local tours, itineraries, pricing, and pickup locations.

Hold dock signs and direct guests to designated transportation, providing excursion details before departure.

Collect tickets or vouchers from guests and ensure passenger counts are accurate.

Process payments using FareHarbor, cash tills, and card readers.

Handle and balance cash/change accurately.

Coordinate with tour operators, dispatch, and drivers to maintain efficient guest flow.

Distribute brochures and promotional materials as needed.

Complete and turn in daily paperwork, tickets, and vouchers.

Perform beginning- and end-of-day procedures including counting tills, making deposits, cleaning the area, turning on/off signs, restocking brochures, and preparing tickets and stickers for the following day.

Perform additional duties as assigned to support operations and guest service.

Work Environment

Subject to outside weather including exposure to heavy rain, cold, wind and heat.  Dock areas can be very crowded with vehicles and people.  Noise levels can be extremely high due to the congestion of vehicles and people on the docks.  Some areas have seating available.

Education and/or Experience

High school diploma or equivalent.

Previous work experience in customer service and/or tourism is preferred.

Qualifications and Requirements

Ability to learn of local area, tour procedures, inclusions, itineraries, and pricing.

Ability to communicate clearly and effectively with all guests verbally and via email.

Ability to work under pressure, handle stress and deliver professional results.

Ability to work long hours and adapt to changing schedules.

Understand US currency.

Must be able to work with difficult guests in a professional manner.

Ability to work various hours, weekends and holidays included.

Adhere to Company policy on uniform and personal hygiene requirements.

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

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