Guest Service Center Associate

Job Description

Job Description

Job Summary

This part-time position serves as a general information source for the Aquarium and is the primary point of contact for incoming phone calls and emails. Maintaining a high level of hospitality and customer service is required at all times. Additionally, this role manages group reservations, advance ticket sales, and membership sales and programs. Weekend availability is required, with possible weekday shifts. Holiday and seasonal scheduling flexibility are a must.

Essential Functions

• ???? Answer inbound phone calls and general email inquiries to the Customer Service Center, including general information for guests and members, payments, reservations, and internal employee inquiries.
• ????️ Enter transactions and reservation information into the ticketing system.
• ???? Process payments and contracts through the ticketing system.
• ???? Responsible for balanced daily closeouts and adherence to the South Carolina Aquarium Cash and Cash Equivalent Handling Policy.
• ???? Process incoming and outgoing mail for the Aquarium.
• ???? Collect group reservation payments and update reservations.
• ????️ Enter and update client information in the Aquarium’s constituent database, Blackbaud Altru.
• ???? Monitor and respond to SatisfiLabs (Aquarium website chat) for escalated inquiries requiring a representative.
• ???? Assist with Aquarium sales efforts as directed, including (but not limited to) outbound sales calls.
• ???? Conduct benchmarking research as needed with other zoos and aquariums.
• ???? Support other departments and Aquarium initiatives as needed.
• ???? Adhere to all South Carolina Aquarium Policies & Procedures.

Why You’ll Love This Role

• You’ll be the voice of the Aquarium, helping guests, members, and the community plan memorable experiences.
• Every day is different, offering exposure to ticketing, guest services, sales, and nonprofit operations.
• Gain hands-on experience with transferable skills in customer service, sales support, and database systems.
• Work collaboratively with multiple departments and explore different career paths within the Aquarium.
• Support a mission-driven organization while building professional experience in a supportive, team-oriented environment.

Other Duties and Responsibilities

• Supports the mission by participating in Aquarium-sponsored programs and events on a regular basis.
• Participates in cross-training opportunities as required.
• Maintains a pleasant and professional attitude at all times; customer service and quality assurance are priorities.
• Organizes and maintains call center files.

Knowledge, Skills, and Abilities

Professional, customer-oriented individual with excellent telephone skills. As a voice of the Aquarium, this role is often the first point of contact and should demonstrate a strong connection to the Aquarium’s mission and goals.

Excellent organizational, communication, and customer service skills. Knowledge of Microsoft Office, Outlook, and point-of-sale software. Flexible, adaptable, and willing to learn. Required to work weekends and holidays as scheduled.

Education and Experience Required

High School Diploma or GED

Reservations, ticketing, telemarketing, outbound sales, and/or front desk experience preferred

Licenses and Certifications Required

Driver’s License

Supervision of Others

Not required

Physical Requirements and Working Conditions

• Average walking, bending, stooping, crouching
• Average carrying (up to 50 lbs.)
• Frequent sitting and computer/keying work
• Office environment with repetitive tasks
• Majority of duties performed at a computer
• Regular interaction with other divisions and departments

Working Conditions

Office environment; some repetitive work; no travel required