Guest Service Specialist-Full Time - Museum of Science

Guest Service Specialist

Museum of Science, Boston

www.mos.org

SUMMARY STATEMENT:

The Guest Service Specialist provides consistently excellent customer service to various Museum audiences as a part of the Museum’s reservations and information call center team. The Guest Services Specialist functions as a member of the Museum’s sales and guest service force -- selling tickets and memberships and proactively making suggestions to guests to match guest interests to Museum offerings and meet sales goals. In addition, the Guest Service Specialist fields inquiries via email.

RESPONSIBILITIES:

• 100-200 phone calls handled per representative per day
• 75-150 phone reservations per representative per day
• 50-100 e-mails processed per representative, per day
• 3,000+ memberships sold via the call center annually
• Over 5,000 school transactions processed annually by phone.
• Additional shifts may be required to accommodate peak periods such as school vacation weeks and holiday weekends.

WORK SCHEDULE:

This position is regular, full-time, 40 hours/week, Sunday - Thursday, 8:45 am - 5:15 pm

REPORTS TO:

Assistant Manager, Science Central

MINIMUM QUALIFICATIONS:

• HS Diploma or equivalent.
• 2 or more years of sales or customer service experience.
• Demonstrated customer service and communication skills, including a clear and professional tone on the phone, and ability to compose clear and professional responses to written guest inquiries.
• Ability to match guest interest to Museum offerings and effectively up-sell additional offerings to meet sales goals
• Demonstrated attention to detail.
• Ability to juggle many tasks calmly and efficiently in a fast paced setting.
• Ability to work independently
• Basic math skills sufficient to collect payment and make accurate change on transactions, compare costs of guest purchase options, or keep accurate capacity counts.

STARTING SALARY:

Non-Exempt (Hourly). $15.60 / hour

BENEFITS:

Benefits for full-time, non-exempt (hourly) staff include: free parking, T accessibility, commuter spending account, 15 vacation days, 12 holidays, 10 sick days, medical, dental, and vision insurance, short- and long-term disability, life insurance, retirement and savings plan, health care/dependent care flex spending plan, a Museum membership, employee discounts, employee referral program, tuition assistance, professional development, direct deposit, free admission, free Duck Tours, discounted movie passes, and much more!

VACCINATION POLICY:

Staff, interns, and volunteers will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

The Museum of Science is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.

No phone inquiries, please. Qualified applicants will be contacted within two to four weeks of initial application.