Guest Experience Specialist

POSITION SUMMARY

The Guest Experience Specialist promotes the Museum’s mission and core values by providing an elevated level of customer service to guests, program participants, and members.

The Guest Experience Specialist works closely with the Guest Experience Team to ensure that inquiries and requests are responded to promptly through all communication channels.

This position serves as the guests’ point of contact for information and resolution and provides support in Administrative and front-of-house systems and processes.

ESSENTIAL FUNCTIONS :

• Provides excellent customer service for museum guests via multiple channels (phone, email, and walk-up) on museum and program communication, including processing sales, confirming logistics, following up with guests, and collaborating with Museum Experience Team to ensure expectations are communicated clearly.
• Handles program sales and registrations via multiple channels, including processing credit card sales and cash handling, for camp registration, special programming, scholarships, membership, and preschool.
• Maintains a deep understanding of organizational policy and software, and all Thinkery programs.
• Maintains info@, reservations@, membership@, preschool@ and schoolprograms@ inbox inquiries with Guest Experience Team.
• Supports Museum Experience by serving as backup coverage during busy periods, including providing support at admissions.
• Checks the mail daily. Scans all checks and invoices received. Routes the mail as directed.
• Supports the Finance team with Accounts Payable workflow.
• Manages cash for POS registers, prepares and takes change orders and deposits (prepared by Accountant) to the bank.
• Assists with annual Audits by responding to requests from auditors for backup documentation.
• Assists with Chargebacks and CC refunds.
• Maintains supply and orders museum-related consumable supplies including, but not limited to, office supplies, first aid kits, PPE, admin & program kitchen cleaning products and front-of-house supplies.
• Represents Thinkery’s key values of playfulness, belonging, innovation, and collaboration and supports a culture of cross-organization communication and information sharing.

OTHER RESPONSIBILITIES

• This position will require regular weekend and evening availability. Schedule and availability reflects that the organization is a 7-day-a-week operation.
• Actively practice Thinkery’s health and safety protocols. Thinkery requires new staff to be fully vaccinated for COVID-19 at the time of their on-boarding with exemptions available for medical need.
• Other duties as assigned.

COMPETENCIES

• Community Focus : Building strong community relationships and delivering community-centric solutions
• Ensures Accountability : Holding self and others accountable to meet commitments.
• Collaborates : Building partnerships and working collaboratively with others to meet shared objectives
• Values Differences : Recognizing the value that different perspectives and cultures bring to an organization
• Nimble Learning : Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

KNOWLEDGE, SKILLS & ABILITIES

• Passion for and the ability to continuously engage with children and adults in an empathetic, flexible, patient, positive, and professional manner
• Excellent verbal, written and interpersonal communication skills
• Ability to creatively problem-solve and remain calm during challenging situations
• Ability to organize multiple projects and / or tasks and consistently meet deadlines
• Able to handle a fast-paced, varied, and busy work environment
• Excellent computer and typing skills required
• MS Office Excel and Word proficiency required

ORGANIZATIONAL RELATIONSHIP

• Reports to the Director of Guest and Member Relations
• Supports all Experience Teams
• Peer collaboration with Guest Experience and Museum Experience Specialists & Learning Experience Coordinator

EXPERIENCE & EDUCATION :

• High School Diploma or GED required, some college experience is preferred
• 1+ years of customer service experience, preferably involving reservations and answering phones
• Spanish fluency preferred
• Proficiency working with Tessitura and Point of Sale Systems

PHYSICAL DEMANDS :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position is largely stationary. While performing the duties of this job, the employee is required to :

• Observe and react to the needs of guests, staff, volunteers, donors, and community partners
• Move throughout the museum when on-site
• Occasionally manipulate and move office supplies and equipment components weighing up to 15 pounds, including those that may be low to the ground or above eye level
• Communicate and exchange accurate information with guests, staff, volunteers, donors, and community partners in a variety of formats including in-person, electronically, and over the phone
• Detect and respond to safety hazards
• Operate standard office equipment efficiently and accurately.

BENEFITS

Thinkery offers competitive and affordable benefits for our full-time staff including options for 100% employer-sponsored medical coverage.

Our benefits package includes :

• Medical insurance options including HSA, PPO Gold, and PPO Platinum plans
• Affordable dental and vision
• 100% employer sponsored EAP, STD, LTD, AD&D, and Life Insurance
• 2 weeks of paid vacation, 12 days of paid sick leave, and 13 paid holidays each year
• Paid Family Leave
• Pet and child friendly offices
• Membership to the museum and discounted rates to Little Thinker’s Preschool and Camps
30+ days ago