Spheres Visitor Experience Lead - Amazon

Northwest Center•Seattle, WA

4d•Onsite

About The Position

Under the direction of the Spheres & Understory Assistant Manager, the Visitor Experience Lead schedules and ensures appropriate staff coverage and quality assurance at Amazon’s Spheres and Understory locations. The role models exceptional customer service, guides team members in daily responsibilities and special projects, and responds to coverage needs as business operations require. The position is based in Seattle, Washington. Hours of operation are 9:00 a.m. to 6:00 p.m. Monday through Friday and 10:00 a.m. to 6:00 p.m. Saturdays. The listed schedule is 7:30 a.m. to 6:00 p.m. in eight-hour shifts Monday through Friday, with select Saturdays from 9:30 a.m. to 6:30 p.m.; schedules may vary with operating hours. The wage is $29.19–$32.28 per hour. Northwest Center is a nonprofit social enterprise whose mission is to promote the growth, development, and independence of people with disabilities through therapy, education, and work opportunities. It works to support inclusion and the participation of people of all abilities in classrooms, workplaces, and communities, and is an equal opportunity employer.

Requirements

At least 2 years of customer-service experience in a museum, conservatory, or high-profile venue.
Advanced computer skills in Microsoft Office; proficiency with MS Windows, Excel, and Outlook email.
Proven excellent customer-service skills and ability to multitask in a fast-paced environment while remaining professional and friendly.
Good judgment in fast-paced, ambiguous, or stressful situations and ability to remain calm under pressure.
Excellent interpersonal skills and ability to connect with employees and the community.
Ability to communicate clearly and efficiently and support diverse audiences.
Detail-oriented, thorough, and accurate approach to tasks.
Comfort presenting and speaking informally to large and small groups.
Ability to work various shifts during operating hours, including some nights and weekends.
Flexible, supportive team-player attitude and ability to bring positivity to both joyful and stressful situations.
Ability to understand, interpret, and follow Amazon policies and procedures.
Regular and consistent attendance and punctuality.
Flexibility and respect in relationships with coworkers and leadership.
Commitment to Northwest Center’s mission of inclusion and ability to work successfully in a diverse environment.
Ability to maintain a high level of confidentiality without exception.
Organized and thorough planning and execution.
Strong conflict-resolution, critical-thinking, and problem-solving skills.
Ability to write concisely and communicate effectively verbally and electronically.
Ability to manage changing priorities, meet deadlines, and adapt to a changing environment.
Strong group-management and customer-service skills.
Ability to adapt plans repeatedly or at the last minute to support customer needs.
High school diploma or GED.
Ability to work in temperatures averaging 72–76°F and relative humidity of 60%.
Ability to navigate uneven terrain and stairs, with or without mobility aids.
Ability to stand or walk for extended periods, potentially for the entire shift.
Ability to sit for extended periods, potentially for the entire shift.
Ability to independently walk or move consistently within a 1.5-mile radius.
Ability to see distance and close-range detail, with or without corrective lenses.
Ability to identify and understand another person’s speech, with or without a personal auditory hearing device.
Ability to read, write, speak, and comprehend English.
Ability to speak with visitors, staff, and colleagues throughout each shift.
Ability to use electronic communication devices, including radios and telephones.
Ability to work outdoors in varied weather conditions for special events and projects.
Ability to work flexible hours, including nights and weekends.
Ability to work in a plant-dense environment with pollen and varied fragrances present year-round, and in a dog-friendly campus environment where dogs and dog allergens are likely to be encountered.

Nice To Haves

Leadership experience is preferred.

Responsibilities

Work with other Leads to create daily, weekly, and monthly schedules for assigned teams, including coordinating breaks and making effective use of resources.
Check in with assigned teams about daily responsibilities and work alongside team members while modeling exceptional customer service.
Maintain appropriate staffing levels at the Spheres and Understory, ensure staff are prepared at scheduled start times, communicate call-outs to leadership, and provide coverage as needed.
Support reporting by collecting and analyzing program metrics.
Lead and participate in project work, delegating tasks as needed.
Become a subject matter expert in relevant building operations, including security access levels, facility procedures, vendor contacts, and escalation processes.
Maintain inventory of team technology and supplies, and maintain and distribute uniforms as necessary.
Take on new tasks, processes, and projects to support changing team requirements, other Northwest Center divisions, and Amazon partners.
Coordinate coverage for necessary spaces with other Leads by creating and maintaining monthly, weekly, daily, and lunch schedules.
Provide in-the-moment coaching and mentorship, and assist staff with administrative and customer-support procedures at desks and across the Spheres and Understory.
Maintain current information about plants, exhibits, Amazon, campus history, events, and customer-service practices to support assigned teams.
Foster a positive work environment and teamwork among team members.
Participate in interviews and hiring discussions, and communicate with management to resolve conflict and support team cohesion.
Provide elevated support to visitors, community members, vendor partners, employees, and other guests at the Spheres and Understory.
Handle escalated situations involving visitors, community members, vendor partners, employees, and other guests.
Keep the lobby and work-room storage clean, organized, and stocked, maintaining their visual presentation.
Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
Provide excellent customer service and solve problems creatively.

Benefits

Competitive and affordable medical insurance, including hearing and hardware coverage
Dental insurance
Vision insurance
Disability insurance
Life insurance
17 accrued paid time off days annually
11 annual floating holidays
Parental leave
Paid compassion leave
401(k) with company match
Company-provided Orca Pass with unlimited use
Employment Assistance Program (EAP) via Spring Health
Mental wellness program including six free therapy sessions per year
Career development through the NWC Mentorship Match program
Physical wellness reimbursement of $25 per month
Student loan contribution of $50 per month
Pet insurance discount program