Part-time Reservations Associate

Part-time Reservations Associate

Position Title: Part-time Reservations Associate Rate of Pay: $19/hour

Department: Marketing and Business Development Work Location: 100% On-site

Reports to: Visitor Experience Manager Work Schedule: Monday Thursday, 9 AM 5 PM

FLSA Status: Non-Exempt Classification: Part-time

ABOUT NEW YORK HALL OF SCIENCE

Since its founding at the 1964-65 New York World's Fair, the New York Hall of Science (NYSCI) has inspired millions of people children, teachers, and families by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development, and participation in a variety of public events and research initiatives.

NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play. The defining characteristics of Design, Make, Play open-ended exploration, imaginative learning, personal relevance, deep engagement, and delight are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages diverse communities of learners in STEM by fostering excitement for self-directed exploration and tapping into the joy of learning intrinsic to young people's play. NYSCI has approximately 105 full-time and over 130 part-time and casual staff members.

Position Overview

The New York Hall of Science's Visitor Experience team is a critical and integral part of NYSCI's overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Reservations Coordinator and the Visitor Experience Manager, the Reservations Associate provides customer support for all business received through NYSCI's call center web presence. With an eye for detail, the Reservations Associate will assist with curating schedules and experiences for field trip bookings. They are also responsible for responding to members, group sales, and general inquiries through website-generated leads and by phone.

Function

The Reservation Associate will support the museum's attendance and revenue targets by connecting visitors to the programs & services that will best serve their specific needs, while maintaining an awareness of NYSCI's offerings.

Principal Responsibilities

• Receive calls as a centralized call center and generate reservations for customers seeking group visits, demonstrating extraordinary customer service at all times.
• Perform outbound sales calls, pursuing leads generated through web-inquiry forms and sources.
• Respond to leads generated through web-inquiry forms by email.
• Maintain active awareness of NYSCI's portfolio of offerings, occasionally reviewing museum content and meeting with department staff to understand how it aligns with visitors' needs and wants.
• Perform administrative tasks related to the business units for which reservations are made, including payment processing, email coordination, data management, and other tasks as required.
• Collaborate and work closely with the Reservations Coordinator to:
• Meet quantitative and qualitative quarterly reservations goals
• Maintain and update detailed records of conversations using Excel and Outbound in a comprehensible way.
• Collect visitor feedback data to improve NYSCI's offerings.
• Update tools and resources to maintain consistent messaging.
• Update the website for group operations as needed.

Work hours: Monday-Thursday 9 AM-5 PM. Fridays, Saturdays, & Sundays are required as needed. The schedule may change based on the need for coverage.

Supervisory Responsibilities: None

Qualifications

• 2 years of customer experience or a combination of relevant experience and education
• Creative writing ability to assist with responding to inquiries

Relevant Experience and Skills

• Must be able to professionally communicate through oral, written, and technological methods to a wide variety of internal and external stakeholders.
• Must be able to work independently and in a team environment
• Ability to make good decisions, demonstrate problem-solving skills, resolve customer issues positively, and deliver a high level of customer service must be demonstrated through written and oral interviews.
• Must have a flexible schedule and be available to work weekends, holidays, evenings, and special hours.
• Advanced knowledge of Microsoft Suite, POS, and Outbound or other CRM and SLA software is a strong plus.
• Must be able to sit for long periods of time