Guest Correspondence Associate

The Florida Aquarium•Tampa, FL

About The Position

The Guest Correspondence Associate greets and assists callers, members, and guests by answering questions, processing transactions, and providing exceptional customer service. The position serves as a point of contact for Member Services and guest inquiries, responding to phone calls, emails, and in-person requests about guest experience, membership, events, and general information about The Florida Aquarium. It requires strong multitasking skills, attention to detail, and a flexible schedule that includes weekends. The associate manages Guest Services communications and related membership and guest correspondence processes, supports sales of memberships and Added Value Experiences, maintains records and informational materials, and communicates guest feedback and urgent concerns to appropriate teams. The role also performs administrative and clerical work, collaborates across departments, and supports the Aquarium’s shared purpose through an annual Conservation Day of Action shift.

Requirements

High school diploma or GED equivalent.
At least two years of experience in customer service, retail, ticket sales, or as a receptionist/switchboard operator.
Proficiency in Microsoft Office software, including Outlook, Word, and Excel.
Typing speed of at least 45 words per minute.
Strong multitasking skills and attention to detail.
Flexibility to work weekends, evenings, and holidays as needed.
Ability to meet the listed physical and work-environment demands, including extended sitting and computer use, occasional lifting up to 15 pounds, and more than normal talking.

Nice To Haves

Familiarity with database software; experience with Altru/Ticketure POS is preferred.
Bilingual ability or proficiency in Spanish is a plus.

Responsibilities

Serve as a primary point of contact for inbound communications to Guest Services, including phone and email.
Answer incoming calls, transfer calls as needed, and deliver messages via email.
Respond to general questions about Aquarium programs, products, events, hours, directions, parking, dwell time, animal collection, and other guest experience matters.
Assist guests professionally in stressful situations, handling refunds, rescheduling inquiries, and other guest-related transactions.
Maintain the Aquarium’s general and membership email inboxes, responding to inquiries and forwarding messages as appropriate.
Promptly return voicemails, emails, requests, and other inquiries, providing status updates as needed.
Assist in training Guest Service Associates rotating into guest correspondence on days the position is not scheduled to work.
Oversee accurate data entry and membership fulfillment processes for on-site, phone, and online transactions.
Maintain organized files and records for membership and guest correspondence activities.
Promote and sell memberships and Added Value Experiences in the lobby, over the phone, and at off-site events as needed.
Update and maintain the Guest Correspondence Manual, records, and reports for team member reference.
Record informational material for reception information logs and share it with Guest Services, Marketing, Business Intelligence, and other teams.
Produce a weekly summary of guest correspondence by topic and type, identifying trends and recurring themes.
Communicate urgent guest inquiries, requests, and concerns to appropriate team members and provide timely updates to support resolution.
Work with Business Intelligence and the TFA Receptionist to identify aligned guest feedback trends.
Perform complex administrative and clerical functions, such as database maintenance projects and coordinating and scheduling meetings.
Collaborate with Guest Services to provide excellent service and a seamless, high-quality experience for members, guests, and internal customers.
Serve as a liaison for guests requesting to speak with a team member or specific department.
Interact with vendors, team members, guests, members, job applicants, and board members as required.
Assist with projects and tasks assigned by the Membership and Guest Services teams.
Follow Florida Aquarium guidelines for cash-handling personnel.
Demonstrate The Florida Aquarium’s Core Values in daily decision-making, professional conduct, and collaboration.
Participate in an annual Conservation Day of Action shift.
Perform other duties as assigned.