Position Summary

This position is responsible for greeting and assisting guests, members, and business appointments while answering a wide range of questions, processing transactions, and providing exceptional customer service. This position serves as a point of contact for Guest Reception, Member Services and guest inquiries, responding to phone calls, emails, and in-person requests related to guest experience, memberships, events, and general Aquarium information. This position requires strong multitasking skills, attention to detail, and a flexible schedule, including weekends. Performs a variety of complex administrative and clerical functions in accordance with established procedures.

Essential Position Functions

• Answer incoming calls, transfer calls as needed and deliver messages via email.
• Serve as a primary point of contact for inbound communications to Guest Services (e.g., phone, email)
  • Monitor traffic in and out of business office doors and notify appropriate team members of visitors’ arrival
  • Assure that reception area is neat and orderly and assists President/CEO whenever the executive assistant is absent or unavailable
• Respond to general questions about Aquarium programs, products, events, hours of operation, directions, parking information, dwell time, animal collection, and other guest experience inquiries
• Calmly and professionally assist guests in stressful situations, handling refunds, rescheduling inquiries, and other guest-related transactions
• Assist in training Guest Service Associates rotating into guest correspondence on day this position is not scheduled to work
• Maintain the Aquarium’s general and membership email inboxes and chat bot responding to inquiries and forwarding messages as appropriate
• Return voicemails and emails in a timely manner
• Support Guest Correspondence Associate, Communications, with updating and maintaining Guest Correspondence Manual, internal phone lists, records, and reports, documenting key information for team member reference
• Record informational material for reception information logs and share recorded information with Guest Services, Marketing, and Sales
• Support Guest Correspondence Associate, Communications, in providing data for a weekly summary categorizing guest correspondence while serving as secondary point of contact for this weekly summary
• Work closely with Business Intelligence, Membership and Guest Services to identify aligned guest feedback trends
• Coordinate and schedule meetings as needed.
• Serve as a liaison for guests requesting to speak with a team member or specific department
• Interact with vendors, staff, guests, members, job applicants, and board members as required
• Assist with various projects and tasks assigned by both Membership and Guest Services teams
• Maintain organized files and records for membership and guest correspondence activities
• Manage and maintain accurate data entry and membership fulfillment processes for on-site, phone, and online transactions
• Perform database clean-up projects as requested
• Promote and sell memberships and added value experiences in lobby, over the phone, and at off-site events as needed
• Collaborate with Guest Services to provide a seamless and high-quality experience for all Aquarium members and guests
• Adhere to all Florida Aquarium guidelines for cash-handling personnel
• Provide extraordinary customer service to all internal and external customers
• Flexibility in working weekend, holiday and evening hours
• Support TFA’s Shared Purpose by participating in a Conservation Day of Action shift on an annual basis
• Perform other duties as assigned.

Education Requirements and Technical Skills

• High School Diploma or GED equivalent required.
• Minimum of two years of experience in customer service, retail, ticket sales, or as a receptionist/switchboard operator.
• Familiarity with database software (Altru experience preferred).
• Proficiency in Microsoft Office software (Outlook, Word and Excel).
• Typing skills of 45 wpm minimum.
• Bilingual or proficiency in Spanish is a plus.

Competencies

• Customer Service Orientation — Listening and understanding the customer (both internal and external) and anticipating and evaluating the customer’s needs; making the customer’s satisfaction a high priority in all areas of responsibility.
• Judgment — Deciding on and committing to an action on the examination of the facts at hand; finding creative solutions to situations and opportunities that arise; taking strategic risks when necessary.
• Teamwork — Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.
• Concern for Detail — Pays attention to every portion of any task, down to the smallest item
• Initiative — Taking actions to achieve goals; self-starting and proactive; asserting oneself to support others in the achievement of their goals; originating action rather than responding only to the actions of others; anticipating the needs of both internal and external constituencies.

Typical Physical Requirements

• Sitting (up to 8 hours per day)
• Carrying (up to 15 lbs.) — Occasionally
• Lifting (up to 15 lbs.) — Occasionally
• Typing on a computer keyboard
• Viewing a computer screen for extended periods
• Coping with demands (stresses that are associated with the job and/or the work environment so that acceptable levels of performance and overall contribution are maintained)
• More than normal talking on telephone