Visitor and Member Services Coordinator- AQM60064869

Agency

Dept of Natural and Cultural Resources

Division

Aquariums

Job Classification Title

Program Coordinator III (NS)

Position Number

60034869

Grade

• NC12
• About Us

The North Carolina Department of Natural and Cultural Resources (DNCR) enriches people’s lives through education and stewardship of North Carolina’s natural and cultural resources. DNCR manages over 100 locations across the state, including historic sites, museums, state parks, trails, aquariums, the North Carolina Zoo, the Library of North Carolina, the State Archives, the North Carolina Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the North Carolina Land and Water Fund, and the Natural Heritage Program. These programs and places unite North Carolinians, create a shared identity, and provide common ground. For more information, please visit www.dncr.nc.gov. We encourage you to apply to become a part of our team.

Description of Work

The North Carolina Aquariums on Roanoke Island is seeking a dynamic, efficient, and enthusiastic individual to join our team as a Visitor and Member Services Coordinator. This position reports to the Aquarium Director, is a key member of the Aquarium’s Leadership Team, and has broad responsibilities for the Aquarium’s guest services, security and safety, and membership efforts.

The Coordinator must have demonstrated strong leadership skills, effective supervision/management abilities, and familiarity in admission processes with emphasis in communications, organization, attention to detail, time management, and ability to work seamlessly across departments. This position must be comfortable in organizing, leading, recruiting, hiring, training, and managing guest liaison, admissions managers, cashiers, and security - all focused on providing an excellent level of customer service while supporting the Aquarium's mission. The position must be able to follow, enforce, and at times develop policies to include, visitor or member dispute resolution, staff relations, emergency first aid and safety, and other sensitive communication challenges – such as selling memberships, promoting educational programs, coaching, and monitoring employees.

The Coordinator must be able to seamlessly navigate working with the Leadership Team, the Aquarium, the North Carolina Aquarium Society and DNCR, as necessary, for maintaining excellence in cash handling, PCI compliance, customer care and customer service.

Key Responsibilities:

• •Supervising a full-time guest liaison, one or more full-time admission managers/cashiers, one or more full time security staff and part-time cashiers and security staff
• •Ensuring that Aquarium visitors and members receive the best possible customer service and visitor experience
• •Overseeing Payment Card Industry (PCI) compliance and training
• •Coordinating administrative tasks, reports, and cash management of Visitor Services (Membership sales, Special Events and Special Activities sales)
• •Providing customer service training for all Aquarium staff and volunteers
• •Developing and coordinating visitor survey and evaluation programs
• •Processing visitor requests for information
• •Overseeing all or part of school and group check-in/orientation
• •Coordinating, with the Education department, all or part of education program and fieldtrip check- in
• •Overseeing building security and visitor safety efforts
• •Managing lost and found
• •Serving as liaison to the North Carolina Aquarium Society to bolster the Society’s presence through oversight of membership sales, programs, donations, and activities
• •Providing flexibility and efficiency through personnel support to the Admissions and Office staffs
• •Maintaining and adhering to an annual departmental budget
• •Excelling in effective, friendly, and professional personal communications

Knowledge Skills and Abilities/Management Preferences

Please note: Job postings close at 11:59:59 p.m. the night before the listed Posting End Date above.

Recruitment Range: $47,703 - $57,239

To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment, will not be considered for qualifying credit.

Candidates meet the minimum qualifications of this position if they meet the minimum education and experience listed on the vacancy announcement. Vacancy specific knowledge, skills, and abilities (KSAs) and/or management preferences are not required. Applicants who possess the following are preferred:

· Experience using point of sale (POS) software and equipment in a Zoo, Aquarium, Museum, or other public or retail attraction venue.

· Customer service experience to include answering visitor questions, responding to complaints and irate visitors, and effectively communicating with the public and staff.

· Basic knowledge of creating accounting reports, banking, and maintaining a budget.

· Experience supervising, leading and/or training to ensure policies and procedures are correctly followed.

Position/Physical Requirements:

· Weekend, evening, and holiday work will be required.

· Must meet DNCR Fleet Safety Guidelines and have ability to obtain and maintain a valid driver's license issued from within the United States or be able to obtain one within 90 days of employment.

· Must be able to lift and carry up to 50 lbs.

· Recommended candidate will be subject to a background check prior to hiring.

** This is an anticipated Vacancy. **

• This position is located at:
• 374 Airport Road

Manteo, NC 27954

• Follow us on Social Media at:
• Learn about the NC Aquariums: https://www.ncaquariums.com
• www.facebook.com/NCAquariumFF
• www.facebook.com/NCaquariumPKS
• www.facebook.com/NCAquariumRI

Minimum Education and Experience

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details.

Bachelor's degree from an appropriately accredited institution

AND

two (2) years of experience related to the area of assignment;

OR

an equivalent combination of training and experience.

Supplemental and Contact Information

Division Description

The mission of the North Carolina Aquariums is to inspire appreciation and conservation of North Carolina's aquatic environments. This mission is achieved by attracting, retaining and developing a world class team of professionals; providing visitors with outstanding exhibits, experiences and customer service; practicing sustainability, internal customer service and fiscal responsibility; and working to save and restore aquatic species and habitats.

• Section/Unit Description:
• The North Carolina Aquarium on Roanoke Island is located in Manteo, NC, nine miles from the Atlantic coastline in Nags Head. The 61,000 square-foot facility is sited on 16 acres overlooking the Croatan Sound and houses over 2,200 animals. More than 280,000 guests visit the aquarium each year to see a large array of sharks, learn about sea turtle conservation, participate in a variety of programs, enjoy the beauty of the area, and learn why North Carolina's waterways are so special.

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The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, Nat