Specialist, Guest Services

Specialist, Guest Services (FT)

Reports To: Manager, Guest Services Department: Guest Services FLSA Status: FT, Non-exempt, Sunday - Thursday Rate: $15.00/ Hourly

Position Overview: The Specialist, Guest Services (FT) works in the call center and is responsible for providing excellent guest service and accurate information to guests, members, group leaders and others who call the Cincinnati Museum Center. The Specialist uses the multi-line phone systems to interact with guests and uses the point-of-sale and scheduling systems to sell tickets and memberships and to schedule group reservations and special programs. The Specialist also uses parking management software to answer parking calls and monitor Cincinnati Museum Center's guest parking lots.

Responsibilities:

• Deliver excellent guest services and salesmanship techniques. Appropriately address guest and Member needs to increase guest satisfaction and drive sale opportunities. Provide guidance and assistance to guests, members and groups through general information, pricing information, programs/events schedule, etc; help them plan their day for the most meaningful experience possible.
• Operate multi-line phone system to provide superior service for internal and external guests.
• Operate parking management software to answer parking calls and monitor parking lot levels.
• Operate a scheduling and reservations system to execute ticket sales, group reservations, membership sales, and special programs/event reservations over the phone.
• Assist with the delivery of promotions/initiatives and marketing messages as they relate to guest satisfaction and driving repeat visitation, Member retention and new membership. This will include outbound calling to groups to maintain positive relationships to drive repeat group visitation. Actively pursue information related to events, programs, service delivery, salesmanship, special exhibits, museum exhibits, and any other activities.
• Follow all processes and procedures to help department meet service and sales goals.
• Consistently prepare group leaders via phone and email for their upcoming visit and enforce group policies.
• Take initiative to recognize opportunities for improvement in processes or procedures and work with management to make necessary changes.
• Actively participate in initial and ongoing trainings for consistency and improvement of service delivery, salesmanship, hospitality, team building, and messaging to guests and Members with goals of delivering a world-class service experience and creating a culture of exceptional service.
• Perform cross-training duties on the museum floor and box office when needed, including ticket taking and assisting with self-serve kiosks, accounting for approximately 15-20% of work time.
• Other duties as assigned.

Qualifications and Experience:

• High school graduate or equivalent required.
• Experience in a customer service or telephone sales role preferred.
• Experience with museums, non-profits, hospitality industry or large venues is a plus.

Knowledge, Skills and Abilities:

• Excellent guest service and interpersonal skills including conflict-resolution and interfacing with diverse internal and external audiences; and an outgoing, friendly personality.
• Ability to follow direction, remain flexible, maintain composure, and communicate effectively and professionally in fast-paced situations or during periods of change.
• Ability to use multi-line phone system, multifaceted computer software systems, and Microsoft Office applications.
• Professional demeanor with a degree of integrity, confidentiality, ethics, and dedication to the mission of Cincinnati Museum Center.
• Strong organizational and communication skills, with high attention to detail.
• Self-motivation and initiative; ability to work both independently and as a team member.
• Ability to complete multiple tasks in an energetic environment and work well under pressure with periodic heavy workloads, constant demands, and frequent interruptions.
• Ability to understand and address sensitive topics with a sense of compassion and inquisitiveness.
• Ability to handle difficult guest interactions, including guests who may have a customer service issue, who may wish to disturb the experience of others, who may have an emotional reaction to museum content, etc.

Additional Requirements & Working Conditions:

• Position is 40 hours per week (full-time), hourly with benefits. Schedule is Sunday Thursday, but flexibility is required to meet business demands including evenings, weekends, and holidays.
• Must have reliable transportation.
• Must be able to lift 25 pounds.
• This position takes place in a fast-paced call center with sound bleed and other distractions during busy times. Majority of the shift is seated, responding to calls, and working on a computer. Personal headsets are provided for hands-free call response and keying.
• Team environment where all input for improvement is appreciated, and all team members support one another.

Cincinnati Museum Center and the National Underground Railroad Freedom Center are proud to be Equal Opportunity Employers. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability or other applicable legally protected characteristics.