Customer Service Center Specialist

SC AQUARIUM•Charleston, SC

4d•Onsite

About The Position

This position serves as a general information source for the Aquarium and is the primary contact for incoming phone calls and emails. Maintaining a high level of hospitality and customer service is required at all times. Additionally, this position also manages group reservations, advance ticket sales, and membership sales and programs. One weekend shift is required. Holiday and seasonally scheduling flexibility are a must.

Requirements

Professional, customer-oriented individual with excellent telephone skills. As a voice of the Aquarium, this person will often be the first contact that someone has with the Aquarium and it is essential that this person have a strong connection to the Aquarium's mission and goals
Possess excellent organizational, telephone, and communication skills
Microsoft Office, Outlook, and point of sale software knowledge
Must be flexible and have a willingness to learn
Required to work weekends and holidays as scheduled
High School Diploma or GED
Driver's License

Nice To Haves

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

Responsibilities

Answers phone calls into the Customer Service Center, including general information for guests and members, payments and reservations
Responds to emails in general information and reservations inboxes
Responds to live chat escalations from Aquarium website virtual assistant
Enters transactions and reservation information into ticketing system
Processes payments and contracts through ticketing system
Responsible for balanced, daily closeout. Adheres to the South Carolina Aquarium Cash and Cash Equivalent Handling Policy
Processes all incoming and outgoing mail for the Aquarium
Sends confirmation emails and collects group reservation payments according to schedule
Enters data and updates client information in CRM database
Assists with Aquarium sales efforts as directed; including and not limited to outbound sales calls and outreach
Support other departments and initiatives as needed
Adheres to the South Carolina Aquarium Policies & Procedures
Supports the mission by participating in Aquarium sponsored programs and events on a regular basis
Participate in cross-training opportunities as required
Maintains a pleasant and professional attitude at all times. Customer service and quality assurance are priority
Organizes and maintains call center files