Summary

Under general supervision, performs a variety of routine office and customer service tasks, including making and editing camping reservations for all six campgrounds in Catalina Island; selling Catalina Express and Cyclone Boat tickets; providing general knowledge to the public regarding Catalina Island and the activities that we offer via phone or in person; and operates a variety of office tools and equipment.

Supervision Received And Exercised

Receives general supervision from higher-level supervisory staff and direction from higher-level staff.

Distinguishing Characteristics

This is an entry-level classification within the Visitor Services series responsible for performing a variety of routine office and customer service tasks. This classification is distinguished from the Visitor Services Agent Lead in that the latter is responsible for customer complaints and making sure the office is run smoothly when issues arise.

Essential Duties And Responsibilities

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

• Knowledgeably respond to questions from guests
• Answer phone calls
• Receive, track, and return lost items per company procedures
• Following check-in procedures for boat passengers and campers
• Make Catalina Express Boat, Cyclone and camping reservations
• Collect payment for boat tickets, additional campers, and camping supplies
• Provide information on Catalina Island and the Catalina Island Company to our guests and ensuring a positive guest experience
• Follows safe working practices and makes appropriate use of related safety equipment as required.
• Performs custodial tasks.
• Maintains records and logs of daily activities.
• Works collaboratively with other departments; confers regularly with other supervisors and managers.
• Performs other duties as assigned.

Education and Experience:

• High School Diploma or GED;
• Prior experience with customer service, educational roles, outdoor recreation, athletics preferred, but not required.

Knowledge of:

• Principles and practices of record-keeping.
• Principles and practices for providing an elevated level of customer service.
• Modern office practices, methods, and computer equipment and applications.

Ability to:

• Learn new skills and tasks with a willing eagerness
• Follow laws, regulations, policies, and procedures.
• Respond appropriately to changing situations.
• Demonstrate strong customer service skills and establish, maintain, and foster positive and effective working relationships.
• Use English effectively to communicate in person, over the telephone and in writing. Bilingual English/Spanish preferred

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

Must possess:

• vision to read printed materials and a computer screen;
• hearing and speech to communicate in person and over the telephone or radio;
• finger dexterity needed to access, enter, and retrieve data using a computer keyboard, calculator;
• strength, stamina, and mobility to sit, stand, walk for extended periods of time;
• Ability to lift, carry, push, and pull materials and objects weighing up to 25 pounds or heavier weights with assistance and/or the use of proper equipment.
• Must be able to bend, stoop, squat, stretch, push and pull on a regular basis.

Environmental Elements

• Incumbents work in indoor environments with low to moderate noise levels.
• May work in controlled temperature conditions, cold and hot temperatures, or inclement weather conditions.
• Exposure to chemicals, mechanical and electrical hazards, and hazardous physical substances and fumes.
• Incumbents will interact with individuals in interpreting and enforcing rules, policies, and procedures.

Working Conditions

Incumbents may be assigned an on-call and irregular work schedule, including weekends, early mornings, evenings, and holidays.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.