The North Carolina Aquariums on Roanoke Island is seeking a dynamic,efficient, and enthusiastic individual to join our team as a Visitor and Member Services Coordinator. This position reports to the Aquarium Director, is a key member of the Aquarium’s Leadership Team, and has broad responsibilities for the Aquarium’s guest services, security and safety, and membership efforts. The Coordinator must have demonstrated strong leadership skills, effective supervision/management abilities, and familiarity in admission processes with emphasis in communications, organization, attention to detail, time management, and ability to work seamlessly across departments. This position must be comfortable in organizing, leading, recruiting, hiring, training, and managing guest liaison, admissions managers, cashiers, and security - all focused on providing an excellent level of customer service while supporting the Aquarium's mission. The position must be able to follow, enforce, and at times develop policies to include, visitor or member dispute resolution, staff relations, emergency first aid and safety, and other sensitive communication challenges – such as selling memberships, promoting educational programs, coaching, and monitoring employees. The Coordinator must be able to seamlessly navigate working with the Leadership Team, the Aquarium, the North Carolina Aquarium Society and DNCR, as necessary, for maintaining excellence in cash handling, PCI compliance, customer care and customer service.
Key Responsibilities:
- Supervising a full-time guest liaison, one or more full-time admissionmanagers/cashiers, one or more full time security staff and part-time cashiers and security staff
- Ensuring that Aquarium visitors and members receive the best possible customer service and visitor experience
- Overseeing Payment Card Industry (PCI) compliance and training
- Coordinating administrative tasks, reports, and cash management of Visitor Services (Membership sales, Special Events and Special Activities sales)
- Providing customer service training for all Aquarium staff and volunteers
- Developing and coordinating visitor survey and evaluation programs
- Processing visitor requests for information
- Overseeing all or part of school and group check-in/orientation
- Coordinating, with the Education department, all or part of education program and fieldtrip check- in
- Overseeing building security and visitor safety efforts
Managing lost and found
- Serving as liaison to the North Carolina Aquarium Society to bolster the Society’s presence through oversight of membership sales, programs, donations, and activities
- Providing flexibility and efficiency through personnel support to the Admissions and Office staffs
- Maintaining and adhering to an annual departmental budget
- Excelling in effective, friendly, and professional personal communications
About Us
- The North Carolina Department of Natural and Cultural Resources (DNCR) enriches people’s lives through education and stewardship of North Carolina’s natural and cultural resources.
- DNCR manages over 100 locations across the state, including historic sites, museums, state parks, trails, aquariums, the North Carolina Zoo, the Library of North Carolina, the State Archives, the North Carolina Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the North Carolina Land and Water Fund, and the Natural Heritage Program.
- These programs and places unite North Carolinians, create a shared identity, and provide common ground.
- For more information, please visit www.dncr.nc.gov. We encourage you to apply to become a part of our team.
Experience Required
- Some state job postings say you can qualify by an “equivalent combination of education and experience.”
- If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.
- Bachelor's degree from an appropriately accredited institution AND two (2) years of experience related to the area of assignment; OR an equivalent combination of training and experience.
Further Comments
- Position Physical Requirements:
- Weekend, evening, and holiday work will be required.
- Must meet DNCR Fleet Safety Guidelines and have ability to obtain and maintain a valid driver's license issued from within the United States or be able to obtain one within 90 days of employment.
- Must be able to lift and carry up to 50 lbs.
- Recommended candidate will be subject to a background check prior to hiring.
Management Preferences:
- Experience using point of sale (POS) software and equipment in a Zoo, Aquarium, Museum, or other public or retail attraction venue.
- Customer service experience to include answering visitor questions, responding to complaints and irate visitors, and effectively communicating with the public and staff.
- Basic knowledge of creating accounting reports, banking, and maintaining a budget.
- Experience supervising, leading and/or training to ensure policies and procedures are correctly followed. Position closes: 11:59 p.m. EST, November 17th.
Perks
- Full Benefits, Retirement Plan
Salary
- Recruitment Range: $47,703 - $57,239
