Customer Service Center Associate, Part Time

Job Summary:

This part time position serves as a general information source for the Aquarium and is the primary contact for incoming phone calls and emails. Maintaining a high level of hospitality and customer service is required at all times. Additionally, this position also manages group reservations and advance ticket sales and membership sales and programs. Weekend scheduling is required in addition to possible other weekdays. Holiday and seasonally scheduling flexibility are a must.

Essential Functions:

• Answers phone calls and general email inquiries inbound to the Customer Service Center, including general information for guests and members, payments, reservations and internal employee inquiries.
• Enters transactions and reservation information into ticketing system.
• Processes payments and contracts through ticketing system.
• Responsible for balanced, daily closeout. Adheres to the South Carolina Aquarium Cash and Cash Equivalent Handling Policy.
• Processes incoming and outgoing mail for the Aquarium.
• Collects group reservation payments and updates reservations.
• Enters data and updates client information in Aquarium's constituent database, Blackbaud Altru.
• Monitors and responds to SatisfiLabs (Aquarium website chat) for escalated inquiries to a representative.
• Assists with Aquarium sales efforts as directed; including and not limited to outbound sales calls.
• Conducts benchmarking research as needed from other zoos and aquariums.
• Support in other departments and initiatives as needed.
• Adheres to the South Carolina Aquarium Policies & Procedures.

Other Duties and Responsibilities:

• Supports the mission by participating in Aquarium sponsored programs and events on a regular basis.
• Participate in cross-training opportunities as required
• Maintains a pleasant and professional attitude at all times. Customer service and quality assurance are priority.
• Organizes and maintains call center files.

Knowledge, Skills, and Abilities:

• Professional, customer-oriented individual with excellent telephone skills. As a voice of the Aquarium, this person will often be the first contact that someone has with the Aquarium and it is essential that this person have a strong connection to the Aquarium's mission and goals.
• Possess excellent organizational, telephone, and communication skills.
• Microsoft Office, Outlook, and point of sale software knowledge.
• Must be flexible and have a willingness to learn.
• Required to work weekends and holidays as scheduled.

Education and Experience Required:

• High School Diploma or GED
• Reservations, ticketing, telemarketing, outbound sales, and/or front desk experience preferred

Licenses and Certifications Required:

• Driver's License

Supervision of others:

• Not Required

Physical Requirements and Working Conditions:

• Average walking, bending, stooping, crouching.
• Average carrying (up to 50 lbs.) etc.
• Frequent sitting and keying.
• Office environment.
• Repetitive work.
• Majority of duties performed at computer.
• Contact with other divisions and departments.

Working Conditions:

• Office Environment; Some repetitive work; No travel required