Position Title: Call Center Coordinator, Guest Services

Department: Call Center

Classification: Full-Time/ Non-Exempt

Direct Report: Call Center Sr. Manager, Guest Services

Position Summary:

Call Center Coordinator duties and responsibilities include answering phone calls and emails from guests/Call Center site Leads/Supervisors/Managers, responding to customer questions and complaints, and assisting with escalated inquiry calls through the Call Center. The Call Center Coordinator will assist with daily administrative duties to support operations of the Call Center, management of Visitor Services email box, call intake from Call Center sites and assist with training as needed. Call Center Coordinator will be responsible for assisting in training, training material development, coaching with the Supervisor/Manager/Leads at each of the outsource Call Center sites. This position requires great attention to detail and the candidate must have good judgment skills and the ability to communicate effectively.

Responsibilities:

1. Hybrid Schedule – First 2-3 weeks in office training; Hybrid Remote/in Office schedule (Remote 70%-80% (and in office 20-30%). Please Note: Remote schedule subject to change based on the needs of the organization and as business necessitates.
2. Answering phone calls and emails, responding to customer questions and complaints, and assisting with escalated inquiry calls through the Call Center.
3. Assist with training/development materials and presentation of training sessions with the Call Center.
4. Identify areas of opportunity for improvement regarding individual Call Center Agent/site performance as well as department policies & procedures. 
5. Resolve customer service complaints submitted through Call Center/Visitor Services email box.
6. Assist Call Center with support tasks associated with guest requests/dispute resolutions.
7. Lead by assisting management with training development/implementation.
8. Identify customer needs and assist in providing complete resolution of customer concerns.
9. Assist in administrative tasks within in the department.
10. Perform other duties as the workload necessitates.

Qualifications

1. At least one year of guest service management experience in a zoo, aquarium or hospitality setting preferred.
2. Demonstrated experience and knowledge in guest service, hospitality, or related field.
3. Must be able to demonstrate a high level of attention to detail and anticipation of guest needs, ensuring the highest levels of hospitality are reached during all guest interactions.
4. Proven understanding of training and evaluations preferred.
5. Demonstrate ability to communicate effectively through emails in a highly professional and customer focused manner.
6. Demonstrate ability to develop partnerships and good working relations with others.
7. Demonstrate knowledge of wildlife conservation and environmental issues.
8. Demonstrated awareness and understanding of Guest Service Policies and Procedures.
9. High School Diploma required.
10. Must pass all screening requirements deemed necessary for employment at Georgia Aquarium, Inc.
11. Must maintain an open availability and be able to work part-time hours including weekends, holidays and nights on a flexible schedule as demanded by guest and company needs
12. Must be able to attend all required trainings.
13. Proficiency with Microsoft Office Products.
14. Hybrid Schedule: In office v/s Remote Requirements: Staff must have access to high-speed internet service and home desktop; laptop, phone headset and office supplies will be provided.

Physical Demands & Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate.

Commitment:

I commit to Georgia Aquarium, Inc. to be a part of the following:

Vision: Advancing discovery of our world ocean and igniting passion for aquatic preservation.

Mission: Georgia Aquarium is a nonprofit committed to inspiring awareness and preservation of our ocean and aquatic animals worldwide.

Purpose: Georgia Aquarium is a leading non-profit dedicated to aquatic research, education, exceptional animal care, and inspiring future generations to preserve and discover our world ocean.