Visitor and Member Services Coordinator

Employment Opportunity
Job Type: Full Time
Job Location: Manteo

JOB CLASS TITLE: Program Coordinator III

POSITION NUMBER: 60034869

DEPARTMENT: Dept of Natural and Cultural Resources

DIVISION/SECTION: NC Aquariums/Roanoke Island

SALARY RANGE:

$36,677.00 - $62,092.00 Annually

RECRUITMENT RANGE: $36,677-$48,657

SALARY GRADE / SALARY GRADE EQUIVALENT: GN09

COMPETENCY LEVEL: Not Applicable

APPOINTMENT TYPE: Permanent Full-Time

WORK LOCATION: Dare County

OPENING DATE: 11/03/20

CLOSING DATE: 11/13/20 5:00 PM Eastern Time

DESCRIPTION OF WORK:

**This position is posted at recruitment salary range of $36,677-$48,657 and at
salary grade equivalent GN09**

This position will be located at:
The Aquarium at Roanoke Island
Dare County, NC

 

**** Position will function as Coordinator for the North Carolina Aquarium at Roanoke Island ****      

Department Information:
The Department of Natural and Cultural Resources' (DNCR) vision is to be the leader in using the state's natural and cultural resources to build the social, cultural, educational and economic future of North Carolina. Our mission is to improve quality of life by creating opportunities to experience excellence in the arts, history, libraries and nature throughout North Carolina.  The Department works to stimulate learning, inspire creativity, preserve the state's history, conserve the state's natural heritage, encourage recreation and cultural tourism, and promote economic development.  Our goal is to promote equity and inclusion among our employees and our programming to reflect and celebrate our state's diverse population, culture, and history by expanding engagement with diverse individuals and communities. We encourage you to apply to become a part of our team.

Division Information:
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.

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.

Description of Work: 

The need for the North Carolina Aquariums and Jennette’s Pier to focus on customer service is paramount.  This focus is particularly critical for front-line staff who handle vital and sensitive interactions with visitors. 

The Visitor and Member Services Coordinator 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 and membership efforts.

The Coordinator must have demonstrated strong leadership skills and effective supervision/management abilities 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 a registrar, 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 and enforce 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 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.

Primary Duties include:

  • Supervision of a full-time registrar, 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

The Visitor and Member Services Coordinator must have good organizational skills, maintain a working knowledge and ability to execute each critical post of the Aquarium floor operations, communicate professionally and effectively with visitors and staff, ensure the safe, smooth and even flow of visitors, provide assistance during emergency situations ensuring the safety of visitors and staff, monitor critical areas to ensure safety concerns are reported in a timely manner, provide exceptional customer service and recovery skills, have the ability to perform under pressure and bring a  positive attitude with guests and co-workers at all times, and have the ability to multi-task while balancing numerous situations. This position is responsible for interim and year-end performance appraisals of staff members within the unit.

Typical working hours are Monday through Friday, 8:30 – 5:30; however, evenings, weekends, and holiday work will be required as needed.

Must meet DNCR Fleet Safety Guidelines and have the ability to obtain and maintain a valid NC Driver's License.

If selected for hire, a background check will be completed prior to first day of work.
A skills assessment may be conducted during the interviewing process for this position.

KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES:

** 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. **
 

  1. Experience using point of sale (POS) software and equipment.
  2. Demonstrated knowledge of Payment Card Industry (PCI) compliance.
  3. Customer service experience to include answering visitor questions, responding to complaints and irate visitors, and effectively communicating with the public and staff.
  4. Basic experience in creating accounting reports, banking, and maintaining a budget.
  5. Demonstrated experience with cash handling and electronic transfer transactions.
  6. Experience supervising, leading and/or training to ensure policies and procedures are correctly followed.
  7. Some evening, weekend and holiday work will be required.
  8. Must have a valid North Carolina Driver's License or the ability to obtain for employment.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:


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:


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, age, disability, genetic information, political affiliation or political influence.
 
Please be sure to complete the application in fullNote the following: 
 
Resumes and cover letters:  Resumes will not be accepted in lieu of a fully completed application nor will it be considered for qualifying credit.  "See Resume" or "See Attachment" will not be accepted with your application being rejected as incomplete.  Cover letters are highly encouraged but not required.    
 
Transcripts:  Degrees must be received from appropriately accredited institutions and a copy of your transcripts indicating the degree received can be uploaded with your application.  If the position you are applying for requires verification of classes taken for the position, then your transcripts must be uploaded to be considered.   
 
Veterans Preference:  To obtain veterans preference, you must scan and upload a copy of your DD-214 or discharge orders. 

Americans with Disabilities:  Applicants requesting an accommodation under the Americans with Disabilities Act (ADA) are eligible to submit paper applications via mail or by fax.  Please call the human resources office for assistance.
 
Please refrain from submitting multiple applications, however; If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date.
 
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the qualified applicants. The hiring process may take an average of 6 – 8 weeks.  
It is the policy of the State of North Carolina and the N.C. Department of Natural and Cultural Resources that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment.   We participate in E-Verify (Employment Eligibility Verification System).
 
If you are having technical issues submitting your application, please call the NeoGov Help Line at 855-524-5627. If there are any questions about this posting, other than your application status, please contact the DNCR Human Resources Office.
 
CONTACT INFORMATION:
N.C. Department of Natural and Cultural Resources
Division of Human Resources
4603 Mail Service Center
Raleigh, NC 27699-4603
Phone:  919-814-6670


 

 

APPLICATIONS MAY BE FILED ONLINE AT:
http://www.oshr.nc.gov/jobs/index.html

NOTE: Apply to the department listed on posting
An Equal Opportunity Employer, NC State Government


noreply@nc.gov

Position #20-07830 AQM60034869
VISITOR AND MEMBER SERVICES COORDINATOR
AJ



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