NEOGOV · 3 months ago
Lead Passenger Services Agent (ARRC ARW Employees Only - Alaska Railroad)
Anchorage, AK
Full-time
Onsite
Mid, Senior Level
$27.15/hr - $27.15/hr
2+ years expNEOGOV is seeking a Lead Passenger Services Agent for the Alaska Railroad Corporation. This role involves overseeing and training passenger service agents in ticketing procedures and daily operations, ensuring excellent customer service across the rail belt.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Leads, directs, and coaches passenger service agents in all locations in providing excellent customer service in phone reservation and ticketing centers rail belt wide
Ensures the level of customer service is upheld to the corporate expectations by understanding customer needs and how to meet them
Provides on-the-job training and written instructions and procedures in: ticketing and balancing procedures, sales techniques, booking and recording tour component sales, providing itineraries, proper paperwork completion, customer service procedures, telephone etiquette, and office policies
Resolves issues concerning reservations/ticketing for all customers including: independent travelers, travel agents, tour operators, and vendors and helps coordinate during irregular operations
Ensures corrective measures are taken when resolving problems by issuing instructions to prevent similar occurrences
Provides advice and recommendations on system-wide passenger service issues to all levels of employees in the Passenger Service Department
Monitors daily reservation/ticket activity through Automatic Call Distribution (ACD) reports, email reservations, and live data displays
Establishes agent schedules and activity to maximize customer service, department productivity, and to help meet corporate revenue goals
Assists in coordinating daily work to cover planned and unplanned absences
Updates telephone recordings
Maintains ticket stock
Controls and safeguards ticket office cash bank
Reviews all documents for errors, corrects mistakes, and coordinates refund and reissues tickets
Issues daily banks to seasonal agents
Assists in designing, developing, and implementing training and procedures for reservations, policies, and computer applications
Responsible for ensuring changes to the above are communicated clearly to all agents and other leads and updated in the procedure’s manual
Tracks and reports agent errors
Observes, corrects, evaluates, and reports to agents and the manager
During the off-season, performs the passenger service duties of ticket and tour package sales, telephone sales, and other passenger service marketing tasks
Performs all aspects of travel agent services for ARRC employees as well as the general public by using a complex computerized reservation system (Sabre) to make reservations and issue tickets/vouchers for rail, airline, hotel, rental cars and tour packages
Performs other duties as assigned, which may include, but are not limited to, drafting letters and memos, typing, mailings, and answering telephones
Contributes to team effort by accomplishing related duties as needed
Creates and Distributes Corporate and Passenger/Freight Marketing Gift Passes
Reviews and edits brochures and other materials for Sales and Marketing
Works as back-up to the Groups and Corporate Travel Desk and Lost and Found Desk
Qualification
Required
High school diploma or equivalent
Two (2) years of experience in the travel or tourism industry, which must have included the use of a computerized reservation system. The two years of experience must also have included handling money, transaction audits, and leading the work effort of others
Working knowledge of word processing and spreadsheet software; Word and Excel
Ability to type 30 words per minute and to operate a ten-key adding machine
Possess a working knowledge of ARRC policies
Preferred
Ability to use Sabre is preferred
Benefits
ARRC Pension Plan – Participation is mandatory. You are automatically enrolled in the Plan when you meet the eligibility requirement of your bargaining unit. Employees contribute 9% of their Earnings on a pre-tax basis. The Railroad is exempt from participation in Social Security; however, Medicare Tax is withheld. Participants vest with 5 years of eligible Vesting Service which entitles one to receive a pension benefit at retirement age.
401(k) Tax Deferred Savings Plan – Participation is optional. You may enroll once you meet the eligibility requirement of your bargaining unit. Depending on the bargaining unit, there may be an employer match.
457 Deferred Compensation Plan – Participation is optional for non-represented employees.
Health Insurance Plan – A comprehensive health insurance plan, self-insured by the ARRC and administered by Premera Blue Cross Blue Shield of Alaska. Coverage is also available for the employee’s spouse and dependent children. ARRC and the participant share the premium cost. Bargaining unit employees are Eligibility after 90 days, and non-represented employees are eligible as of the date of hire.
The Railroad offers a Prefered Provider Organization plan (PPO Blue Essentials) and a Consumer Directed Healthcare Plan with a Health Saving Account (Gold Essentials).
The Railroad also offers two dental plans.
Vacation Leave – accrual per bi-weekly pay period: Represented Employees 0-3 Years of Service = 4 Hours, >3-15 Years of Service = 6 Hours, >15 Years of Service = 8 Hours. Non-Represented Employees 0-3 Years of Service = 6 Hours, >3-15 Years of Service = 8 Hours, >15 Years of Service = 10 Hours.
Sick Leave: accrues at 4 hours (Represented) or 2 hours (Non-Represented) per pay period.
11 Paid holidays
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
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2025-11-14
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2025-10-31
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