Visitor and Member Services Coordinator- AQM60064869

Adult Correction; North Carolina; Sur place; USD 48 000 - 57 000; Plein temps

Résumé du poste

The North Carolina Aquarium Roanoke Island seeks a dynamic Visitor and Member Services Coordinator to lead guest services, admissions, and membership efforts. You will work with leadership to ensure excellent customer care across departments while managing cash handling and PCI compliance.

Alongside a focus on education program coordination, you will supervise staff, develop surveys, and maintain budget adherence, contributing to an outstanding visitor experience and strong community engagement.

Qualifications

• Experience using POS software/equipment in a zoo, aquarium, museum or public venue.
• Customer service experience handling visitor questions and complaints.

Responsabilités

• Supervise a full-time guest liaison and admissions staff.
• Ensure the best possible customer service and visitor experience.
• Oversee PCI compliance and training.
• Coordinate cash management and Membership sales.
• Provide customer service training for staff and volunteers.
• Develop and coordinate visitor surveys and evaluation programs.
• Process visitor information requests and check-in/orientation tasks for groups.
• Coordinate education program check-ins with Education department.
• Oversee security and visitor safety efforts.
• Manage lost and found.
• Liaise with NC Aquarium Society on membership programs and donations.
• Support Admissions/Office staff to maintain efficiency within budget.

Connaissances

Leadership

Supervision

Admissions processes

Customer service

POS software

PCI compliance

Training

Budgeting

Outils

POS software

Description du poste

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

Knowledge Skills and Abilities/Management Preferences

Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above.

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.

Candidates meet the minimum qualifications of this position if they meet the minimum education and experience listed on the vacancy announcement. Vacancy specific knowledge, skills, and abilities (KSAs) and/or management preferences are not required. Applicants who possess the following are preferred:

• 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 visi