Guest Services Coordinator

The Guest Services Coordinator is responsible for our most important assets, the guests of OSC. This position ensures that our front line customer service is world class. Responsibilities will include managerial support for the entire front-line staff, providing leadership and administration of all operations for Guest Services area. This individual is responsible for meeting annual membership revenue goals and supporting all aspects of the member renewal process. This position requires excellent problem-solving skills, and this person is flexible and willing to change with organizational needs. The position engages in the work and performs all duties of the frontline staff, with office time as a secondary requirement.

Essential Functions

• Promotes and sells the organization’s memberships.
• Assists Guest Services Manager with recruiting, hiring and evaluating staff as needed.
• Supports onboarding and training of staff, interns or volunteers assigned to Guest Services, and keeps training documents accurate and current.
• Creates and maintains staff, intern, or volunteer schedules with a high level of accuracy.
• Assists in processing and managing most aspects of membership program, including maintaining an accurate membership database, processing checks and credit card payments, generating new and renewal membership sales, checking in current members, generating membership reports, and actively engaging in member outreach.
• Supervises and coaches Guest Services team in membership sales and assists as needed.
• Ensures renewal efforts are kept on track and participates as needed, including mailings, phone calls and emails.
• Provides administrative and operational support to Guest Services Manager.
• Facilitates team meetings.
• Responds promptly to inquiries from prospective members, members, and the general public by phone, email or in writing and follow-up with an agreed timeframe.
• Demonstrates a high level of proficiency in the ticketing systems used by Orlando Science Center.
• Ensures data entry tasks are kept on track, and participates as needed, including Lost and Found, Daily Activity Sheet, Member Gate Log etc.
• Conducts inventory and processes supply requests for Guest Services.
• Promotes a positive, professional image of the Orlando Science Center and provides excellent customer service at all times.
• Demonstrates commitment to OSC’s vision, mission, values and IDEA work.
• Possesses good organizational, written and verbal skills.
• Performs other related duties as assigned.

Minimum Qualifications

• Education: High school diploma required.
• Experience & Certifications: Minimum of 2 years customer service experience, preferably within a membership based organization. Possesses a valid Florida Driver’s License.

Preferred Qualifications

• Proficient with Microsoft office applications.
• Customer service, sales or hospitality experience.
• Detail-oriented, organized, flexible, creative.
• Cash handling experience required.

Supervisory Responsibility

N/A

Physical Demands

• Ability to remain in a stationary position.
• Moves throughout the museum.
• Ascends/descends stairs throughout the museum.
• Observes and reacts to the needs of guests, staff, volunteers, and community partners.
• Communicates and exchanges accurate information with guests, staff, volunteers, and community partners in a variety of formats including in-person, electronically, and over the phone.
• Operates a computer and/or office equipment efficiently and accurately.
• Manipulates and moves components weighing up to 50 pounds, including those that may be low to the ground or above eye level.
• Rarely works in outdoor environments.
• Frequently works in indoor environments.
• Coping with demands and stresses associated with job and work environment.
• Kneeling and Crouching (frequently)
• Weight Levels – Lift, Push, Pull
• Up to 50 pounds

Expected Hours of Work & Travel

• This position is full time and must be able to work weekends and after hour events as needed.
• Travel throughout the Central Florida area may be required to attend conferences or trainings.

Telecommuting
This position is required to be onsite 100% of the time.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.