Visitor & Members Services Coordinator

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 and effective supervision/management abilities 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 include but are not limited to:

• Supervising a full-time guest liaison, one or more full-time admission managers/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

Position/Physical Requirements:

• Must be able to lift and carry 50 pounds.
• Weekend and holiday work will be required.
• Must meet DNCR Fleet Safety Guidelines and have ability to obtain and maintain a valid NC driver's license. 
• If selected for hire, a background check will be completed prior to first day of work. 

Knowledge, Skills and Abilities / Competencies

• To receive credit for your work history and credentials, you must provide the information on the application form.
• Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit.

Qualified candidates must have or be able to:

• Experience using point of sale (POS) software and equipment.
• Demonstrated knowledge of Payment Card Industry (PCI) compliance.
• 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.
• Demonstrated experience with cash handling and electronic transfer transactions.
• Experience supervising, leading and/or training to ensure policies and procedures are correctly followed.

Experience Required

• 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.

Salary

• Recruitment Range $44,588 - $55,000