Information Agent - Washington State Ferries

Full Job Description

About WSDOT

The Washington State Department of Transportation (WSDOT) is a multimodal agency with a global reputation for excellence.

Our dedicated workforce plans, designs, builds, and operates an integrated transportation system that safely and efficiently moves people and goods throughout the state.

In addition to maintaining over 20,000 lane miles of state highway and 4,100 bridges, WSDOT manages the world's longest floating bridge, leads an award-winning Active Transportation Plan, holds the record for the world’s widest tunneling project, and operates the largest ferry system in the nation!

Washington State Ferries (WSF) is an essential part of Washington's transportation network.

Every year, we carry nearly 20 million passengers across Puget Sound and the San Juan Islands on more than 400 sailings a day.

Our dedicated teams with over 2,100 people work together to serve our communities and shape the future of ferry travel.

The Opportunity

WSF, a division of the WSDOT, is currently hiring three (3) Information Agents to serve as a vital connection between WSF and the traveling public.

In this role, you will provide timely, accurate, and helpful information that supports safe, reliable ferry operations and enhances customer experience across multiple communication channels.

These positions play a key part in keeping passengers informed, assisting with reservations and service needs, and ensuring smooth day-to-day operations at one of the nation’s largest ferry systems.

By delivering clear communication and responsive support, you will help build public trust and contribute to WSF’s mission of serving communities with professionalism and care.

This is an opportunity to make a meaningful impact in a dynamic, customer-focused environment dedicated to public service.

There’s never been a more meaningful time to come aboard at Washington State Ferries.

As we navigate a once-in-a-generation transformation to decarbonize our system, we are guided by our core values—Serve, Respect, Trust, Grow, Navigate—and our commitment to Service Excellence, Improved Communication, and Empowered People.

What to Expect

Among the varied range of responsibilities held within this role, you/the Information Agent will:

• Respond to customer inquiries via phone, email, in-person, and other channels with accurate WSF travel information
• Assist customers with ferry reservations by checking availability, booking or modifying reservations, and explaining travel requirements
• Explain reservation policies, travel rules, sailing constraints, and refund processes, and assist with customer account issues
• Provide information about routes, schedules, fares, terminals, policies, programs, travel requirements, and service disruptions
• Maintain professional, solution-oriented interactions and apply established procedures and policies
• Receive, document, and route customer feedback, complaints, and commendations, providing follow-up as appropriate
• Provide in-person assistance at the Colman Dock (Seattle Ferry Terminal) Information Booth and distribute informational materials as needed
• Uphold WSF’s strategic priorities (Service Excellence, Improved Communication, and Empowered People) and values (Serve, Grow, Trust, Respect, and Navigate), ensuring they are embedded in WSF’s culture through leadership actions

Qualifications

To be considered for this opportunity, the following are required:

• Customer Communication: Communicates clearly, professionally, and respectfully with customers and colleagues via phone, email, and in-person interactions to provide accurate information and resolve inquiries
• Information Interpretation & Delivery: Interprets schedules, fares, policies, and service updates to convey accurate, timely information while applying established procedures and guidelines
• Policy & Process Explanation: Explains complex policies, travel requirements, and procedures in a clear, customer-friendly manner
• Customer Needs Assessment & Problem Solving: Assesses customer needs, explains options (e.g., reservations, refunds, lost-and-found), and guides customers through appropriate actions using established systems and processes
• Collaboration & Team Coordination: Works cooperatively with terminal staff, operations, and internal teams to share information, route inquiries, and support coordinated communication
• Technical Proficiency: Uses computers, reservation/information systems, and standard office software to document contacts, process requests, and access information
• Continuous Learning & Adaptability: Demonstrates commitment to learning, applying new information, and adapting to changing procedures or service conditions
• Customer Service Orientation: Takes initiative to meet the needs of customers and support a positive service experience

It is preferred that qualified candidates also have:

• High-Volume Customer Service Experience: Experience providing customer service in fast-paced, high-volume environments such as public information centers, transportation, or call centers
• Service Disruption Support: Experience assisting customers during service disruptions or time-sensitive situations, providing clear communication and effective solutions

Important Notes

• This position is on-call with variable weekly hours including weekends, evenings, and holidays. Positions are staffed 7 days/week from 6:45 a.m. to 7 p.m. and are eligible for telework. This recruitment may also be used to fill additional positions in the future, as needed.
• Typical shifts are:
  • 6:45 a.m. – 2:45 p.m.
  • 6:45 a.m. – 4:45 p.m.
  • 8 a.m. – 6 p.m.
  • 9 a.m. – 7 p.m.
  • 10 a.m. – 6 p.m.

On-call employees provide coverage for scheduled and unscheduled absences. Availability is required during operating hours (6:45 a.m. – 7:00 p.m.), seven days per week, including weekends and holidays.

Shifts are offered on both a weekly and daily basis and may be assigned at short notice, including same-day coverage.

On-call employees may have opportunities to obtain regularly scheduled part-time or full-time shifts through the seasonal shift bidding process as seniority increases and shifts become available.

• The salary listed includes the legislative approved 5% salary premium for positions in King County.

In addition to base salary, employees may be entitled to other forms of compensation depending on the type, duties, or location of the position.

For union-represented positions, more information on other forms of compensation can be found in the applicable Collective Bargaining Agreements.

Information on other compensation types for non-represented positions can be found in Chapter 357-28of the Washington Administrative Code.

• WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov

Why WSDOT

• Work-Life Balance – We are committed to ensure that our staff experience the reward of public service, while also sustaining a routine that suits each individuals’ lifestyle.
• Paid Leave – In addition to 12 paid holidays, full-time employees may earn up to 25 paid vacation days per year!
• Tuition Assistance – Permanent employees have several options for assistance with education expenses, including tuition reimbursement programs, government discounts at participating colleges throughout the state, and eligibility for federal student loan forgiveness.
• Plan For Your Future – WSDOT offers a comprehensive benefits package that includes a variety of healthcare options. Employees also have their choice of state retirement programs, and much more. Go to State Benefits for more information.

Check out this video to learn more: Why WSDOT?

How to Apply

Applications for this recruitment will be accepted electronically. Your relevant experience may be evaluated to determine salary. Therefore, it is very important that the “Work Experience” portion of the application be completed in as much detail as possible.

In order to be considered for this opportunity, please include the following with your online application

• An attached Resume outlining (in reverse chronological order) your experience to date.
• An attached Cover Letter that further explains your qualifications and indicates why you believe you are a viable candidate for this role.
• Contact details for a minimum three (3) individuals who can attest to your work performance, technical skills, and job-related competencies. This information can be entered in the “References” section of the online application; does not require an additional attachment.

Please click the "APPLY" button to proceed. Note that you will be prompted to either sign in or create an account. This step is required in order to submit an application to this opportunity.

WSDOT is an equal opportunity employer. We value the importance of creating an environment in which all employees can feel respected, included, and empowered to bring unique ideas to the agency.

Our diversity and inclusion efforts include embracing different cultures, backgrounds and viewpoints while fostering growth and advancement in the workplace.

All persons, regardless of race, ethnicity, age, veteran status, sexual orientation, and/ or gender identity, are encouraged to apply.

Persons with disabilities needing assistance in the application process, or those needing this job announcement in an alternative format may contact the listed Recruiter.

WSDOT does not use the E-Verify system, therefore we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov

Contact Us

For inquiries about this posting, you may contact the assigned Recruiter at renee.mason@wsdot.wa.gov. Please be sure to reference 26DOT-WSF-Z0190m in the subject line.