The Skagit County Ferry Division is seeking a professional, courteous, and customer-focused temporary Ticket Customer Support Assistant to assist passengers during the transition to electronic ticketing at the Guemes Island Ferry Terminal. This role is vital in ensuring a smooth, efficient, and respectful experience for all ferry users while helping to minimize loading delays, and maintain the ferry's on-time departure schedule.

Salary upon hire is step 1 ($18.38/hr.). The position is range 6 of the General (Non-Union) salary schedule.

• Provide In-Person Customer Assistance:
  • Greet and engage with customers in person and over the phone to provide ticketing guidance, recommendations, resolve inquiries, and assist with purchases online, via the mobile app, and/or at the Ticket Office.
  • Guide customers through the electronic ticketing process and troubleshoot common mobile app or website issues.
  • As needed, assist with telephone customer service inquiries.
• Support Ferry Operations:
  • Maintain an active presence at the terminal to monitor the ticketing queue and ensure customers needing assistance are identified quickly.
  • Work closely with pursers, deckhands, captains, and terminal staff to relay updates and address time-sensitive boarding situations.
  • Assist in directing passengers to appropriate parking or waiting areas as needed.
• Promote Customer Education and Awareness:
  • Educate passengers on the ferry’s updated ticketing policy, including the requirement to purchase tickets before entering the vehicle loading lane.
  • Distribute informational materials and offer guidance on downloading and using the ferry's mobile ticketing app.
• Administrative and Technical Support:
  • Use terminal systems and software to check ticket validity or confirm purchases as needed.
  • Report recurring technical issues with ticketing software or mobile features to the ferry operations team for resolution.
• Maintain Professionalism and De-escalate Conflict:
  • Demonstrate patience, empathy, and professionalism when dealing with frustrated or confused passengers.

Any combination of training and experience that would provide the required knowledge, skills and abilities is qualifying. A typical path to obtain the required qualifications would be:

• High school diploma or equivalent required; additional customer service training preferred.
• Minimum of one (1) year of experience in customer service, transportation, or public-facing roles, preferred
• Strong interpersonal communication skills with a calm and patient demeanor and ability to engage effectively in person and over the phone.
• Ability to learn and explain digital tools such as ticketing apps and websites.
• Comfortable working in a fast-paced, outdoor environment.
• Able to stand for extended periods and assist with light physical tasks (e.g., walking between vehicles and the terminal, moving directional signs, stocking office supplies, light housekeeping, etc).

• Provide friendly, courteous, and professional customer service in a public transportation environment
• Follow oral and written instructions accurately and promptly
• Operate point-of-sale systems, ticket scanners, ferry terminal equipment (gates, barriers, lights), and electronic devices such as computers, tablets, phones, and kiosks
• Work efficiently and calmly in high-pressure situations with a customer service mindset
• Comfortably assist customers using tablets, smartphones, and kiosks for ticket purchases
• Calculate fares quickly and accurately using current fare schedules and policies
• Stand, walk, bend, and lift objects up to 50 pounds
• Work varied shifts, including weekends and holidays, in indoor and outdoor environments
• Maintain composure in difficult situations and manage conflict with professionalism
• Follow safety and emergency procedures as directed

• Basic arithmetic and transaction handling
• General knowledge of public transportation and ferry operations (preferred)
• Familiarity with mobile apps, online ticketing systems, and kiosk operation
• Comfort and proficiency with tablets, smartphones, and electronic customer service devices
• Basic computer and office equipment operation
• Safety and emergency response practices for terminal operations
• Local geography, ferry schedules, and fare structure (training provided)
• Procedures for reporting suspicious behavior or safety risks

SELECTION PROCESS:
Following review of applications and resumes, the highest qualified applicants will be interviewed and may be tested. After a selection is made, all applicants not selected will be notified in writing. Skagit County reserves the right to use applications received for this posting to fill any other positions within this classification which may open within six months following the closing of this position.

ADDITIONAL INFORMATION:
Skagit County, as an equal employment opportunity employer, encourages applicants from diverse backgrounds to apply. It is the policy of Skagit County to follow all federal and state laws to ensure non-discrimination in its employment practices. American with Disabilities Act (ADA) Notice: Individuals, who need an ADA accommodation to complete the application, test or interview process, please call: (360) 416-1380.

The statements contained herein reflect general details as necessary to describe the essential functions of this position, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the workload. Changes to the position description may be made at the discretion of the employer.