Aquarium Visitor and Member Services Coordinator

Aquarium Visitor and Member Services Coordinator

Job Type: Full Time

Job Location: Manteo, Dare County, NC

Agency: North Carolina Department of Natural and Cultural Resources

Division: NC Aquariums at Roanoke Island

Salary: $45,926.00 - $50,717.00 Annually

Location: Dare County, NC

Job Type: Permanent Full-Time

Job Number: 25-09184 AQM

Section: NC Aquariums at Roanoke Island

Salary Grade: NC12

Description of Work

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Application Process
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Location
374 Airport Rd

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 strong leadership, effective supervision/management abilities, and familiarity with admission processes, with emphasis in communications, organization, attention to detail, time management, and ability to work across departments. This position will organize, lead, recruit, hire, train, and manage guest liaison, admissions managers, cashiers, and security — all focused on providing excellent customer service while supporting the Aquarium's mission. The role may develop policies related to visitor or member dispute resolution, staff relations, emergency first aid and safety, and other sensitive communications challenges such as selling memberships, promoting educational programs, coaching, and monitoring employees.

The Coordinator must collaborate with the Leadership Team, the Aquarium, the North Carolina Aquarium Society, and DNCR to maintain excellence in cash handling, PCI compliance, and customer service.

Key Responsibilities

• Supervise a full-time guest liaison, admission managers/cashiers, security staff, and part-time cashiers and security staff
• Ensure visitors and members receive excellent customer service and experience
• Oversee Payment Card Industry (PCI) compliance and training
• Coordinate administrative tasks, reports, and cash management of Visitor Services (Membership sales, Special Events and Special Activities sales)
• Provide customer service training for all Aquarium staff and volunteers
• Develop and coordinate visitor surveys and evaluation programs
• Process visitor information requests
• Oversee school and group check-in/orientation
• Coordinate with Education department on education program and field trip check-in
• Oversee building security and visitor safety
• Manage lost and found
• Serve as liaison to the North Carolina Aquarium Society to bolster membership, programs, donations, and activities
• Provide flexible and efficient personnel support to Admissions and Office staff
• Maintain and adhere to an annual departmental budget
• Exhibit professional, friendly, and effective communications

• Weekend, evening, and holiday work required
• Must meet DNCR Fleet Safety Guidelines and be able to obtain/maintain a valid US driver’s license within 90 days
• Must be able to lift and carry 50 lbs
• Background check will be completed prior to first day of work

To receive credit for your work history and credentials, provide information on the application form. Omitted information, general statements, or attachments not considered for qualifying credit will be excluded.

Management Prefers

• Experience with POS software in a Zoo, Aquarium, Museum, or public/retail venue
• Customer service experience addressing visitor questions and complaints, with effective public communication
• Basic knowledge of creating accounting reports, banking, and budgeting
• Experience supervising, leading, and training to ensure policy and procedure compliance

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…