Reservations Agent

The New England Aquarium is seeking a Reservationist to join our Groups Sales & Reservations Department. Reservationists take calls from the public and Aquarium Members who are seeking information or are interested in purchasing tickets or making program reservations. In addition, members of the Reservations team handle various interdepartmental communications and oversee various outgoing mailings and letters to our guests and visitors. We are seeking an outgoing, personable, and enthusiastic colleague to join our team and help support the mission of the New England Aquarium by ensuring exceptional experiences for all interested parties and guests.

• This is a full-time regular position offering a comprehensive benefits package.
• The schedule will be Tuesdays - Saturdays from 9:00 am - 4:30 pm with the option for a hybrid schedule, working up to two days remotely and the remaining days in the office.
• Remote days are only available for residents of MA, RI, NH, ME, NY and VT.

ESSENTIAL FUNCTIONS

• Answer incoming calls and make individual and group reservations for the general Aquarium, Simons Theatre, and Education programs. Provide information about additional programs to up-sell all reservations.
• Processes reservations for special events as required.
• Answer questions in a professional, pleasant, informative, and accurate manner to ensure an excellent level of customer service.
• Answer incoming calls regarding Education programs.
• Answer incoming calls from Members including Membership purchases, questions about expiration, Membership complaints, address changes, etc.
• Process reservation request forms in a timely and accurate manner.
• Answer and respond to general department voicemails, online group inquiries, and individual e-mail requests.
• Ensure follow-up procedures are completed on all reservations, such as collecting final numbers, on-time payments; prepare proper information for the groups.
• Perform general office duties including filing, sending and receiving faxes as well as mass mailings.
• Receive and process check payments for individual and group reservations. Run all corresponding payment reports in ATMS. Take balanced payment reports with processed checks to the Cash Room.
• Organize incoming vouchers for selected companies and bill them according to the vouchers received. Receive and inputs payments related to these voucher companies' outstanding reservations.
• Adheres to all NEAq policies and delivers high standards of customer service.
• Performs other position-related duties as assigned.

QUALIFICATIONS

• Minimum Training and Experience
• High school diploma or equivalent
• One year of experience in an office or call center setting providing customer service via telephone and email.
• Experience with Windows, Microsoft Excel, Word, and Outlook
• Knowledge, Skills and Abilities

Required:

• Good communication skills with the ability to interact effectively with a diverse group of individuals
• Solid organizational skills and the ability to work independently and problem solve
• Excellent customer service skills
• Professional, courteous, and respectful of others
• Responsible and punctual
• Working knowledge of windows and Microsoft Office
• High-Speed Internet Connection for remote work

Preferred:

• Working knowledge of the following computer databases:
• Ticketing system: ATMS
• Membership system: Raiser's Edge
• Email database: Outlook
• Phone system: Cisco Agent Desktop
• For more information and to apply online please visit: http://neaq.applicantpro.com/jobs/
• New England Aquarium is committed to diversity, equity, and inclusion in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC.
• Here we foster a culture of respect, diversity, and inclusion.
• We strive to engage and inspire a broad audience with our efforts to protect the blue planet, and we believe a diverse workforce provides experiences, skills, and perspectives that enrich our programs, strengthen problem-solving, add creativity, and enhance our work environment.

Experience Required

• One year of experience in an office or call center setting providing customer service via telephone and email.