Senior Guest Services Representative

Senior Guest Services Representative

Provides superior customer service to all aquarium guests; including donors, members, and the general public. As a Senior Guest Services Representative will perform functions including greeting guests, proactive guest service & guest recovery, inspecting guest accessible areas, answering phones, responding to aquarium information emails, selling general admission tickets, selling premium experiences, making reservations, receiving deliveries, checking in groups, providing administrative support for Guest Services management, and being a role model & resource for other members of the Guest Services unit.

Provides coverage for frontline functions including ticket booth cashier, ticket taker, greeter, guest ambassador, crowd control, special events or other duties as assigned per operational needs. Supports the membership program to sell new memberships, process renewals, upgrade levels, and provide accurate record keeping. Performs cashier duties including opening, balancing, and closing of the POS (point of sale) register while adhering to all university cash handling policies.

Reports any safety issues, guest needs, or unusual circumstances to the Guest Services management team. In the absence of a Guest Services management person, or as assigned, will provide opening and closing operational support for the unit.

• Ability to provide best in class customer service demonstrating patience, professionalism and kindness in all interactions with guests and colleagues. Serve as an ambassador for the Birch Aquarium and its mission.
• Experience with POS systems for membership and ticket sales; experience with credit card transactions/reporting experience.
• Cash handling experience.
• Availability to work weekends and holidays, and to have a flexible schedule to cover day/evening shifts as needed
• Excellent communication skills with ability to interact positively with a diverse group of people.
• Strong interpersonal skills, including tact and diplomacy and a cooperative attitude both with co-workers and the general public.
• Must possess tact, flexibility, patience, and diplomacy. Excellent customer service, telephone and interpersonal skills.
• Demonstrated problem solving skills with ability to exercise good judgment.
• Ability to work well under pressure. Ability to interact well with large numbers of people and a variety of personality types. Proven team-player skills.
• Ability to work independently, to organize, and to prioritize workload effectively.
• Skill to communicate clearly/effectively in person and on the telephone.
• Proven ability to comply with detailed procedures and policies.
• Prior customer service related experience

• This position is required to work weekends.
• Alternative work schedule and overtime may be required during peak periods such as extended hours, holidays, weekends, and evening events.

Duties may require direct contact with children (defined as individuals under the age of 18); completion of the Child Abuse and Neglect Reporting Act (CANRA) training will be required. Must meet CANRA compliance requirement per California Child Abuse and Neglect Reporting Act ("CANRA," Penal Code sections .4).

Annual Full Pay Range: $53,160 - $75,335 (will be prorated if the appointment percentage is less than 100%)

Hourly Equivalent: $25.46 - $36.08

Factors in determining the appropriate compensation for a role include experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. The Hiring Pay Scale referenced in the job posting is the budgeted salary or hourly range that the University reasonably expects to pay for this position. The Annual Full Pay Range may be broader than what the University anticipates to pay for this position, based on internal equity, budget, and collective bargaining agreements (when applicable).