Visitor and Member Services Coordinator- AQM60064869

Natural and Cultural Resources; Manteo (NC); Sur place; USD 48 000 - 57 000; Plein temps

Résumé du poste

The North Carolina Aquarium on Roanoke Island seeks a dynamic Visitor and Member Services Coordinator. This role reports to the Aquarium Director and leads guest services, admissions, security, and membership efforts, ensuring exceptional customer service across departments and maintaining PCI compliance and budgets.

Qualified candidates will have a Bachelor's degree with 2+ years in relevant work; experience supervising and training staff is preferred.

Qualifications

• Bachelor's degree and two years of related experience required.
• Experience with POS software in a Zoo/Aquarium/Museum setting preferred.
• Ability to supervise, train, and ensure policy adherence.

Responsabilités

• Supervising a full-time guest liaison and multiple admission managers/cashiers.
• Ensure high-quality customer service and visitor experience.
• Oversee PCI compliance and training.
• Manage cash handling and reports for Visitor Services.
• Provide customer service training for staff and volunteers.
• Coordinate education program and field trip check-in with Education.

Connaissances

POS software

Customer service

Budgeting

Supervising/training

Leadership

Communications

Formation

Bachelor's degree

Outils

POS software

Description du poste

Agency Dept of Natural and Cultural Resources Division Aquariums Job Classification Title Program Coordinator III (NS) Position Number 60034869 Grade NC12

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.

Description of Work

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 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

Preferred Qualifications

• 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/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.

Recruitment Range

$47,703 - $57,239

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.

Minimum Education and Experience

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. See the Education and Experience Equivalency Guide for details.

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.

Division Description

The mission of the North Carolina Aquariums is to inspire appreciation and conservation of North Carolina's aquatic environments. This mission is achieved by attracting, retaining and developing a world class team of professionals; providing visitors with outstanding exhibits, experiences and customer service; practicing sustainability, internal customer service and fiscal responsibility; and working to save and restore aquatic species and habitats.

Section/Unit Description

The North Carolina Aquarium on Roanoke Island is located in Manteo, NC, nine miles from the Atlantic coastline in Nags Head. The 61,000 square-foot facility is sited on 16 acres overlooking the Croatan Sound and houses over 2,200 animals. More than 280,000 guests visit the aquarium each year to see a large array of sharks, learn about sea turtle conservation, participate in a variety of programs, enjoy the beauty of the area, and learn why North Carolina's waterways are so special.

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EEO Statement

The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job‑related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence.

We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace.

DNCR supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies.

Join a team that welcomes, values, respects and supports all members of our work community.

Application Process

Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. Due to the volume of applications received, we are unable to provide information regarding the status of your application. The hiring process may take several weeks. Be sure to complete the application in full.

Applicants are unable to submit more than one application to an individual posting. Only one application received prior to the closing date will be accepted. Applications must be submitted by 11:59:59 PM on the night prior to the closing date.

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions. Transcripts, and degree evaluations may be uploaded with your application. If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

Veteran’s and National Guard Preference

Applicants seeking Veteran’s Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with the state application. Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application if they are a current member of the NC National Guard in good standing.

Applicants who are former member of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DNCR is committed to the full inclusion of all qualified individuals. As part of this commitment, DNCR will ensure that persons with disabilities, or known limitations covered by the PWFA, are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.

Employment Eligibility

It is the policy of the State of North Carolina and DNCR that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment. We participate in E-Verify (Employment Eligibility Verification System).

E-Verify

National Employer ID: 226193

Contact Information

N.C. Department of Natural and Cultural Resources Division of Human Resources
109 E. Jones Street, Raleigh, NC 27601
Phone: [phone]
Email: [e-mail]

State Application Resources/Frequently Asked Questions

Permanent, temporary, and time-limited state government jobs can be found from the mountains to the coast. Find your next opportunity today!

Valuing Education and Experience

The State of North Carolina values the knowledge and experience of our jobseekers and current state employees. Approximately 91 percent of state job classifications allow experience to be substituted for education or do not require a post-secondary degree. Learn more about how you may qualify for a position through education or directly related experience, or a combination of both, with the Education and Experience Equivalency Guide.

All job postings close at 11:59pm the night before the End Date on the posting. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. If you are already a state employee, please search for jobs by clicking here.