It’s that time of the year when we’re on the lookout for seasonal, part-time ticket agents to join our team. But what exactly is it like to do this work? We tracked down Mark Clements and Craig Furbush, two of our amazing ticket agents, to get their perspective on what the job is like—and what they would recommend to folks who may be interested in working on the waterfront.
A Customer Service Champion
Mark Clements has spent this past year working part-time at the ticket booth at Casco Bay Lines in Portland. Previously, he spent his career as an executive, most recently as Vice President at Fairpoint. But six years ago, he retired and bought a house on Peaks Island.
One day someone encouraged him to apply for a job as a ticket agent. He’s been smitten ever since.
“I love everything about this job,” Mark tells us when we sit down with him for a chat. “I like the people who work here. I love the fast pace. And it’s one of the best offices I’ve ever had. I love watching the boats go by.” He pauses then adds, “This job fills my customer service need.”
Mark works four days a week, in shifts that are generally from 7am-3pm and 1pm-7pm. He’s a self-professed history buff and says it didn’t take long for him to learn elements about the various islands, so he could make recommendations at the ticket window.
And when things get busy, he refers visitors to the “Explore Casco Bay” maps that are available to those who purchase specialty cruise tickets. These fun maps include at-a-glance, intricate details about all the islands and historic attractions from Little Diamond Island all the way to Cliff Island. He recommends cruises such as the Diamond Pass Run, the Sunrise and Sunset Runs.
“More and more we’re getting calls, asking ‘Is the mailboat running today?’ The cruises are a great option for visitors and locals alike looking to get out on the water.”
“Part of this job is about trying to understand what you’re selling and how to promote it,” he concludes. “We’ll often highlight what you’ll see: seals, fishermen, the unloading of passengers and freight. Nine out of 10 times they come by after they return from their cruise and thank me for the recommendations.”
High School English Teacher Turned Ferry Advocate
Craig Furbush has worked at the Casco Bay Lines ticket window since 2019. He lives on nearby Commercial Street and is a retired high school English teacher. Craig joined just before Covid and says he was impressed at how the management team acted during the pandemic.
“This organization really respects people,” he says. “They’re interested in creating a positive working environment for us all. They’re concerned about the workers.”
Craig hadn’t planned on working here for six years. “When I first started in 2019, I was thinking it would be a summer thing,” he says. “But I stayed year-round. There really isn’t anything I don’t like about this job.” He smiles then adds with a wink: “I would quit if I could think of a reason to!”
When asked what specifically he likes about the job, Craig says: “As a former English teacher, this job is a story generator. There’s an unpredictable quality to the work; people have all sorts of needs. It’s also great as a part-time job. It beats sitting in a cubicle with a headset on. There’s an openness and a freedom to it.”
During the summer, the ferry terminal is often busy. “The prime objective at the ticket window is to keep the line moving,” he says. “You stay friendly and nice, but in the summer, there’s a faster pace to it.”
At the end of the day, Craig says it’s a pleasure to work here. “For Portland, this is an iconic business,” he says. “Everyone is familiar with Casco Bay Lines and sees the boats out there. I really believe this organization makes Portland look good; it allows people to live on and experience all these islands.”
For 43 years, Casco Bay Lines has offered continuous service, from 5am to midnight, 365 days a year. “We’ve seen delays due to the weather,” says Craig. “But there hasn’t been a day missed since I began here.”
This continuous service is due to the remarkable individuals that work at Casco Bay Lines. We couldn’t do it without them all—and we’re excited to welcome our new team members this summer.
If you’re interested in becoming a ticket agent, learn more about the role and apply here.