Visitor and Member Services Coordinator- AQM60064869

State of North Carolina • Dare County, NC

3d • Onsite

About The Position

The North Carolina Aquariums on Roanoke Island seeks a dynamic, efficient, and enthusiastic Visitor and Member Services Coordinator. Reporting to the Aquarium Director, the Coordinator is a member of the Aquarium Leadership Team and oversees guest services, security and safety, and membership efforts. The role requires strong leadership and supervision skills, familiarity with admissions processes, and effective communication, organization, attention to detail, and time management. The Coordinator works across departments and with the Leadership Team, the Aquarium, the North Carolina Aquarium Society, and DNCR to maintain high standards for cash handling, PCI compliance, customer care, and customer service.

The Coordinator organizes, leads, recruits, hires, trains, and manages guest liaison, admissions, cashier, and security staff. The position enforces and may develop policies relating to visitor and member disputes, staff relations, emergency first aid and safety, and other sensitive communications. The role also promotes memberships and educational programs and coaches and monitors employees. The Aquarium on Roanoke Island is a 61,000-square-foot facility in Manteo, North Carolina, situated on 16 acres overlooking the Croatan Sound. It houses more than 2,200 animals and receives more than 280,000 visitors annually.

Requirements

• Bachelor's degree from an appropriately accredited institution and two years of experience related to the area of assignment, or an equivalent combination of training and experience.
• Must meet DNCR Fleet Safety Guidelines.
• Must have or be able to obtain a valid U.S.-issued driver's license within 90 days of employment.
• Must be able to lift and carry up to 50 pounds.
• Weekend, evening, and holiday work is required.

Nice To Haves

• Experience using point-of-sale (POS) software and equipment in a zoo, aquarium, museum, or other public or retail attraction venue.
• Customer service experience, including answering visitor questions, responding to complaints and irate visitors, and communicating effectively with the public and staff.
• Basic knowledge of creating accounting reports, banking, and maintaining a budget.
• Experience supervising, leading, and/or training staff to ensure policies and procedures are followed correctly.

Responsibilities

• Supervise a full-time guest liaison, one or more full-time admissions managers/cashiers, one or more full-time security staff, and part-time cashier and security staff.
• Ensure visitors and members receive excellent customer service and a positive visitor experience.
• Oversee Payment Card Industry (PCI) compliance and training.
• Coordinate Visitor Services administrative tasks, reports, and cash management, including membership, special event, and special activity sales.
• Provide customer service training for Aquarium staff and volunteers.
• Develop and coordinate visitor survey and evaluation programs.
• Process visitor requests for information.
• Oversee all or part of school and group check-in and orientation.
• Coordinate with the Education department on education program and field trip check-in.
• Oversee building security and visitor safety efforts.
• Manage lost and found.
• Serve as liaison to the North Carolina Aquarium Society and support its presence through oversight of membership sales, programs, donations, and activities.
• Provide personnel support to Admissions and Office staff as needed.
• Maintain and adhere to an annual departmental budget.
• Communicate effectively, courteously, and professionally.
• Organize, lead, recruit, hire, train, and manage guest liaison, admissions, cashier, and security personnel.
• Follow, enforce, and when needed develop policies covering visitor or member dispute resolution, staff relations, emergency first aid and safety, and other sensitive communication challenges.
• Promote memberships and educational programs, and coach and monitor employees.
• Work with the Aquarium Leadership Team, the Aquarium, the North Carolina Aquarium Society, and DNCR to maintain excellence in cash handling, PCI compliance, customer care, and customer service.

Benefits

• Paid parental leave for birth, adoption, and foster care.
• Eligibility for the Public Service Loan Forgiveness Program for employees with student loans.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager