Contact Center Agent

National Aquarium•Baltimore, MD

20h•$17 - $20•Onsite

About The Position

The National Aquarium is seeking a Contact Center Agent to be responsible for ensuring accurate, friendly, efficient service for our visitors who require reservations for immersion tours, classroom programs, school groups. This team answers general visitor questions, manages ticket requests, and directs calls to the proper internal employees. The Contact Center team processes all membership, renewals and upgrades. Contact Center Agents provide excellent customer service to all clients, internal and external.

Requirements

High school diploma required; college courses in public relations preferred
One to two years of experience working with the public in customer service or sales
Exceptional verbal communication skills (i.e., proper diction and impeccable grammar) required.
Excellent computer skills, exceptional phone manners and competent written communication required.
Excellent multi-tasking ability.
High level of competency with various PC programs including Excel, Word, Power Point and Outlook.
Exceptional attention to detail
Ability to answer basic to moderate-level questions from internal and external clients

Responsibilities

Processing reservations at the National Aquarium, including but not limited to: school groups, school programs, group sales, social visitor groups, fee-based general visitor programs, member programs, and education
Booking classroom space for programs
Confirming, rescheduling, or cancelling reservations
Accepting and processing payments for deposits, program fees, and balances due, including signing and returning PO submissions
Maintaining reservation information in the ticketing system
Acting as liaison between group leaders / teachers / members / clients and appropriate departments
Maintaining and cultivating excellent service relationship with all shareholders
Processing and mailing final checklist and appropriate materials 21 days prior to reservation date
Generating reminder emails for groups who have submitted their reservation contracts and deposits
Responding to customer inquiries via email using professional business language and format
Increasing revenue by offering additional program options and upsells
Answering visitor requests for general information through phone, chat, and email, as first point of contact and delivering first contact resolution.
Communicating appropriate information regarding parking, hours, prices, dining options, accessibility, timed entry, directions, etc. through a concierge approach
Maintaining a professional demeanor and attitude
Communicating with impacted internal departments as appropriate
Responsible for membership data entry, reservations and communications and ensuring all data entry for memberships is accurate, including memberships processed at the Ticket Center
Acting as liaison between members and membership department
Following up on returned mail to ensure accurate information in system
Using knowledge to cross sell members into programs and interest general public in membership
Responsible for general data entry and administrative support of department efforts, including: Ensuring accurate reservation & membership data Maintaining Excel database for Teacher orientations Processing reports and letters for orientations and reminder calls Processing cancellations and waitlist information as needed Creating and sending out all confirmation letters Maintaining files to support confirmations and cancellations Maintaining sales drawer to record payments. Counting and reconciling drawer daily Performing as a group greeter when needed.
Use appropriate sales techniques and initiatives
Keep up to date on products, prices, content, and general information
Participate in departmental strategies and initiatives
Excel in customer service skills using outstanding phone etiquette in a high-volume call cent
Cross-sell programs and promote membership sales
Adhere to all organizational and departmental policies and procedures.
Other duties as assigned or required.