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Customer Service/Baggage Handler – Albany

Location: Albany, NY, USA
Compensation: $11.10 to $16.50 Hourly
Benefits Offered: 401K, Dental, Life, Medical, Vision
Employment Type: Full-Time

Customer Service/Baggage Handler – Albany

Welcome! We thank you for your interest in joining our team of Customer Service, Ticket Agents, and Baggage Handlers. Trailways of New York (Adirondack, Pine Hill, and New York Trailways) is the largest, and longest continuously operating privately held transportation company in New York State

Trailways of New York is known for its legendary, reliable service to its customers. Our number one focus is the safety of our passengers. We are committed to delivery a quality experience in every aspect of their travel. Our employees effectively demonstrate our core values: Honesty, integrity, respect, perseverance, and service in every aspect of their work. As a member of our ticketing crew, you will be central in demonstrating that commitment to our customers by making the beginning of their travel experience as smooth and pleasant as possible. At Trailways of New York, our brand is critical to our continued success. As a Ticket Agent you play a key role in keeping our brand strong by demonstrating strict adherence to uniform compliance, maintaining professionalism, and exhibiting a positive attitude inside and outside of work.

Working the front lines at the bus terminal, you will play a vital role in demonstrating that commitment and reinforcing the Trailways difference. Trailways understands the demands of travel and is determined to make the experience as smooth and enjoyable as possible.

In this role, Ticket Agents serve our customers in both the ticketing and gate areas at terminal locations.

Our professionals serving as Ticket Agents are the first to greet our customers. They guide and assist them with the ticketing and baggage check-in process prior to boarding.

The ticketing process requires the use of computers and agents are responsible for all aspects of the ticketing process including selling, printing, reissuing, etc. Additionally a ticket agent is responsible for managing the check-in process, verifying that customers have the proper documentation for travel, and ensure that they’ve properly tagged their baggage. This job requires frequently lifting bags or items weighing up to 50 pounds. This job also requires occasionally lifting bags or items weighing between 50 and 70 pounds.

All ticket agents are required to work consistently in public areas, surrounded by other people, and be able to understand and respond to a variety of questions about travel. This position requires standing for long periods of time. Additionally, you may be responsible for escorting unaccompanied minors and disabled passengers to their bus for departure.

Do you think you have what it takes to help us change how passengers feel about traveling by bus? If you are team-oriented, willing to work diligently in a dynamic work environment, and if you positively adapt to changes, quickly find resolutions to problems by understanding a customer’s needs, and maintain professionalism and composure no matter what, then we would love to welcome you to the Trailways of New York team.

Practices safety conscious behaviors in all operational processes and procedures.
To qualify for this position, you must:
– have a high school diploma or GED equivalent;
– be at least 18 years of age;
– pass a pre-employment background check and drug screen;
– pass a post offer pre-employment drug screen;
– frequently lift bags or items weighing up to and including 50 pounds;
– occasionally lift bags or items weighing seventy-five pounds and lift and carry seventy-five pounds for a distance of fifty feet with or without a reasonable accommodation;
– be authorized to work in the U.S.;
– possess entry-level computer skills;
– Strong verbal and written communication skills using appropriate grammar, tone, and pronunciation;
– Be willing to work a fixed and/or rotating schedule including afternoons, evenings, weekends and holidays.

Equal Opportunity Employer/AA/M/F/Veterans/Individuals with Disabilities


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Customer Service/Baggage Handler - Albany

Operations Dispatcher for Port Authority Bus Terminal operations center
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About Trailways of New York:

For nearly a century, Trailways of New York has been driven by safety, integrity, professionalism, and the conscious commitment to honoring a unique legacy that began in the Hudson Valley. Who and what we are today stems from our past and the remarkable people in it: an impressive list of transportation milestones, coupled with countless stories of people doing remarkable things to help others. Every milestone, story, employee and customer have helped us grow from a small regional carrier into the largest privately held intercity transportation company in New York State. With routes that include more than 150 destinations throughout New York, New Jersey, and the Canadian provinces of Ontario and Québec. Our coaches cover in excess of 8 million miles, moving close to 2 million passengers per year.

We trace our roots back to the early 1920’s, when two small companies operated service in New York’s Ulster, Delaware, and Greene counties: Pine Hill-Kingston Bus Corp. and Rip Van Winkle Line. It was in 1922-an era when horses still moved the most people-that Mid-Hudson Valley transportation pioneers, brothers Russ and Levan “Bub” Merrihew, intent on capitalizing on the newly emerging bus industry, purchased from John B. Winne, a route connecting the communities of Pine Hill and Kingston by way of Stanley Steamer. Russ and “Bub” significantly expanded service in the area at the same time that John Van Gonsic Sr. and his Rip Van Winkle Line was expanding from its original route between Rosendale and Kingston. Together these two brands would go on to further connect Ulster, Greene, and Delaware Counties to New York City and beyond. In doing so, laying the groundwork for the future. Groundwork that through mergers and service expansions, wove additional carriers, routes, and destinations into what had become Adirondack Transit Lines. Our holdings grew to include The Dixie Bus Terminal in 1937 – a predecessor to the Port Authority Bus Terminal, below what is today, the Hotel Carter in Manhattan’s Theater District. The business remained largely unchanged for the next several decades. In 1964, Adirondack Transit Lines lost John Van Gonsic Sr. His son, John Van Gonsic, Jr. would briefly assume the role of CEO and later that year he acquired the Pine Hill-Kingston Bus Corporation following the death of “Bub” Merrihew. Pine Hill Trailways would be formed the following year.

In 1971, Van Gonsic Jr. moved into the role of Chairman, handing the role of CEO to his brother-in-law, Eugene J. Berardi. He ran the company until the time of his death in the 1976. To ensure that the company remained focused and rooted in family values, Eugene J. Berardi was succeeded by his wife, Cynthia Van Gonsic-Berardi, who continued moving the company forward until an illness forced her to step down, passing the company onto her son, Eugene J. Berardi Jr. in 1988. Under Eugene J. Berardi Jr., the routes of Empire Trailways were acquired in 1994, marking the company’s largest period of growth since the first half of the 20th Century. As part of the sale, Christine Park, owner of Empire Trailways chose to retain the rights to the Empire Trailways name, so Adirondack branded the new division, New York Trailways, thus finally connecting the Hudson Valley, New York City, and Adirondack regions to the rest of New York, and parts of Canada. A long-term revenue sharing partnership with Greyhound Bus Lines would follow, providing enhanced service and reliability to the customers of both brands, while paving the way for seamless connectivity to the much of the entire continent. Today, Trailways of New York operates under five brands: Adirondack Trailways, Pine Hill Trailways, New York Trailways, NeOn Bus, and as of August 2018, LINE, a business class service between New York City and the Catskills Region.

Becoming Trailways of New York required an uncompromised commitment to continually being mindful of our key differentiation: that we are a family owned business. That means that we must, above all else, promise that our customer’s safety and peace of mind will never be compromised. And second only to those promises is our goal to offer the very best customer service available in the industry. In 2019, we look forward to new growth, new value added service offerings, and a new look. We will open our remodeled and improved terminal in Kingston, NY; we will expand our Ulster County maintenance facility; complete a new state-of-the-art dispatch and operations center at New York City’s Port Authority Bus Terminal; begin paperless ticketing; and take delivery of even more new coaches, just to name a few. Each of these improvement and innovations will make the travel experience easier.


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