Member Services Associate - On-Call

Job Description

Job Description

Description:

Job Overview:

Position requires a highly motivated, energetic and enthusiastic person, dedicated to the ideals and goals of the A.R.E. Provide excellent customer service Ensure all visitors have a positive and memorable experience by cordially greeting, orienting and assisting Visitor Center visitors and guests by providing excellent customer service.  

Provide a positive and warm welcome to visitors and respond to requests for service or information. Serve the public by greeting visitors and Answer all incoming calls for the organization in a prompt cheerful and positive manner, courteous manner and provide assistance to the caller whenever possible. Assist with order entry, membership and conference registration responsibilities. Evening and weekend availability required. 

Responsibilities (include but are not limited to):

• Provide excellent customer service to visitors, customers, and conferees.   
• Cordially greet, orient and assist visitors while providing up-to-date handouts and literature.  
• Answer/research questions about Edgar Cayce, the readings, and functions of the A.R.E.
• Research and guide visitors to information on the website
• Maintain knowledge and awareness of upcoming events and daily activities through Global Calendar schedule and monitoring Visitor Center email account for updates and notices.
• Provide necessary replacements, substitutions, notice of cancellations, etc. as required for daily activities
• Promote memberships, events and activities of the organization and its affiliates
• Perform data entry of memberships, catalog orders, conferences, prayer requests, inquiries, etc. into the customer database
• During conferences, assist in conference registration responsibilities and accommodate other reasonable requests as needed
• In response to visitor inquiries, provide updated information about the local area such as dining, hotels, shopping, local attractions, and recreational destinations, using internet search and apps, i.e. MapQuest.
• Lead tours and ESP lectures
• Respond to crisis situations, such as emotionally disturbed visitors or callers, and any emergencies as outlined in the procedures manual.
• In professional manner, answer telephone promptly; assist callers and facilitate transfers to the appropriate extensions or departments.
• Maintenance of first and second floor lobby areas as neat and orderly; replace and update literature as needed.
• Follow daily open and close procedures
• Cross-train to handle other responsibilities within the Customer Service department to provide back-up coverage during vacations and other critical shortage situations. 
• Keep up-to-date and knowledgeable on all A.R.E. programs, services and activities.  
• Exercise judgment in dealing with calls that may involve distressed or concerned people.  
• Other related duties, activities, and responsibilities as needed 

On Call Status - 0-29/Hours per week 

Required Education and Experience:

• High school diploma with business training experience or equivalent required.  
• Minimum two years customer service/retail sales experience or equivalent required;
• Minimum two years’ experience with Microsoft Office, Outlook, internet search and apps required;  
• Minimum two years’ data entry experience required, Aptify experience a plus.
• Computer-related experience or training preferred.    

Required Knowledge, Skills and Abilities:

• Must demonstrate the ability to exercise good, independent judgment in accord with the ideals, mission, and vision governing the work of A.R.E.  
• Knowledge of philosophy and acceptance of the key principles in the Edgar Cayce readings, particularly kindness, active patience and a service orientation is required.
• Demonstrated knowledge of demographics surrounding the Oceanfront and the Virginia Beach community
• Ability to represent the A.R.E. (our purpose, work, administration, staff, volunteers, Board and membership) in the most positive light is essential
• Excellent problem solving, written and verbal communication skills to exchange information with a variety of individuals required
• Must have strong skills intact, diplomacy and objectivity
• Intermediate knowledge of computer systems and applications
• Demonstrated high proficiency in the use of the internet through searches and applications as job-related in response to visitor inquiries and assistance.  
• Intermediate level of computer proficiency skills required, including Microsoft Office and Outlook
• Demonstrated enthusiasm and respect in working with people from diverse backgrounds, displaying positive attitude toward helping others
• Professional, friendly telephone, greeting and public speaking skills required.
• Must be well organized, detail-oriented, accurate and able to handle multitasking with ease; able to courteously handle multiple visitors and phone calls simultaneously 
• Polished interpersonal skills required; must be able to work as an integral part of a team. 
• Demonstrated excellent customer service skills (internal and external customers). 
• Tact, diplomacy and the willingness to be helpful are essential. 
• Ability to follow job guidelines as provided in the Visitor Center Standard Operating Procedures and Customer Service Standard Operating Procedures Manuals.
• Ability to discern when outside intervention with a 911 call is necessary.
• Emotional intelligence and maturity – demonstrating adaptability, engagement and enthusiasm. 
• Ability to work a schedule that includes nights and weekends. 
• A good sense of humor.

Special Job or Training Demands:

• This position acts continuously as a representative of the A.R.E. as an organization; must project a positive image as reflected by the philosophy of the key principles in the Edgar Cayce readings 
• Evening and weekend availability required. 
• Ability to train and learn new software, current Aptify
• Must be neat and clean in appearance and must wear appropriate attire.  
• Familiarity with the philosophy in the Edgar Cayce readings and a belief in the work of A.R.E. and its purpose is desired. 

Scope and Impact of the position: 

• Position regularly deals with visitors, coworkers, students, faculty, other professionals, and all levels within the organization. 
• Front-line position that directly impacts the bookstore and the organization from a professional level, public relations image and revenue accountability 

Physical Requirements:

• Must be able to perform physical activities, such as, but not limited to, lifting heavy items (up to 20 lbs. 
• unassisted), bending, standing, climbing or walking. 
• Visual and auditory acuity and physical mobility are required.
• The ability to move between buildings on uneven ground and to use staircases in historical buildings without elevators is required.

Equal employment opportunity for all is an essential philosophy at the A.R.E. and throughout the organization, including Atlantic University, Edgar Cayce Foundation, Cayce/Reilly School of Massage, and the A.R.E. Health Center and Spa. We will evaluate all applicants for employment without regard to sex, race, religion, marital status, sexual orientation, age, national origin, color, veteran status, non-disqualifying disability, genetic information, or any other characteristic protected by law.