Guest Service Specialist

Museum of Science • Boston, MA

5d • Onsite

About The Position

The Museum of Science is seeking a Guest Service Specialist to deliver exceptional guest service by utilizing in-depth knowledge of Museum offerings across channels to provide prompt, accurate service and information by phone, email, and chat. The role involves acting as a positive representative of the Museum, ensuring each guest has an outstanding experience. This position requires maintaining a working knowledge of the Museum’s customer relationship management and point of sale systems and contact center software to accurately and efficiently perform transactions and record keeping. The Guest Service Specialist will also liaise across departments to complete tasks that ensure smooth guest check-ins, program fulfillment, and departmental support, including membership fulfillment and report processing. Additionally, the role supports revenue and safety protocols by handling transactions with accuracy, enforcing policies to protect the Museum and guest experiences, and assisting with the Museum's lost and found program, maintaining the security and integrity of sensitive items.

Requirements

• Completes detailed tasks thoroughly and correctly and handles all necessary tasks in a timely fashion to ensure an exceptional guest experience.
• Maintains stable performance when under the pressure of heavy call and email volume.
• Speaks and writes clearly and articulately with executive presence. Maintains this standard in all forms of written communication, including email.
• Maintains a high level of communication with management and other Science Central staff throughout the day.
• Experience with learning specialized software for sales, etc., and with the Microsoft Office suite.
• Ability to handle sensitive guest information and valuable lost and found items in an honest, respectful, and ethical manner.
• Ability to engender a climate of trust and fairness in all dealings with colleagues and the public within and outside the institution.

Responsibilities

• Deliver exceptional guest service by providing prompt, accurate service and information via phone, email, and chat.
• Act as a positive representative of the Museum, ensuring each guest has an outstanding experience.
• Maintain a working knowledge of the Museum’s customer relationship management and point of sale systems and contact center software.
• Perform transactions and record keeping accurately and efficiently.
• Liaise across departments to ensure smooth guest check-ins, program fulfillment, and departmental support.
• Handle membership fulfillment and report processing.
• Handle transactions with accuracy.
• Enforce policies to protect the Museum and guest experiences.
• Assist with the Museum's lost and found program, maintaining the security and integrity of sensitive items.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed