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Guest Experience Specialist

Thinkery
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ORGANIZATIONAL DESCRIPTION 

Thinkery is where children and their families come to enjoy play-based, inquiry-rich, hands-on learning experiences. As a trusted children’s museum, community and learning hub, and educational leader, we believe that innovative, play-based, STEAM (science, technology, engineering, arts, and math) learning experiences are a powerful way for all children, regardless of means, to develop problem-solving skills, critical thinking, and curiosity about the world around them. 

At the Thinkery Meredith Learning Lab located in Mueller, we proudly offer innovative, interactive museum exhibits and activities and early childhood education through our Little Thinkers Preschool, and led by our STEAM Learning Institute, we provide research-backed, community-based professional development programs and trainings for educators- all cultivating a love of learning and encouraging exploration and understanding of the many facets of STEAM and its ability to inspire confident, creative thinkers.

 

POSITION SUMMARY  

The Guest Experience Specialist promotes the Museum’s mission and core values by providing an elevated level of customer service to guests, program participants, and members. The Guest Experience Specialist works closely with the Guest Experience Team to ensure that inquiries and requests are responded to promptly through all communication channels. This position serves as the guests’ point of contact for information and resolution and provides support in Administrative and front-of-house systems and processes.

ESSENTIAL FUNCTIONS:

  • Provides excellent customer service for museum guests via multiple channels (phone, email, and walk-up) on museum and program communication, including processing sales, confirming logistics, following up with guests, and collaborating with Museum Experience Team to ensure expectations are communicated clearly.
  • Handles program sales and registrations via multiple channels, including processing credit card sales and cash handling, for camp registration, special programming, scholarships, membership, and preschool.
  • Maintains a deep understanding of organizational policy and software, and all Thinkery programs.
  • Maintains info@, reservations@, membership@, preschool@ and schoolprograms@ inbox inquiries with Guest Experience Team.
  • Supports Museum Experience by serving as backup coverage during busy periods, including providing support at admissions.
  • Manages cash for POS registers, prepares and takes change orders and deposits (prepared by Accountant) to the bank.
  • Represents Thinkery’s key values of playfulness, belonging, innovation, and collaboration and supports a culture of cross organization communication and information sharing.

OTHER RESPONSIBILITIES

  • This position will require regular weekend and evening availability. Schedule and availability reflects that the organization is a 7-day-a-week operation.
  • Actively practice Thinkery’s health and safety protocols. Thinkery requires new staff to be fully vaccinated for COVID-19 at the time of their on-boarding with exemptions available for medical need.
  • Other duties as assigned.

COMPETENCIES

  • Community Focus: Building strong community relationships and delivering community-centric solutions  
  • Ensures Accountability:  Holding self and others accountable to meet commitments.
  • Collaborates:  Building partnerships and working collaboratively with others to meet shared objectives
  • Values Differences:  Recognizing the value that different perspectives and cultures bring to an organization
  • Nimble Learning:  Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

KNOWLEDGE, SKILLS & ABILITIES

  • Passion for and the ability to continuously engage with children and adults in an empathetic, flexible, patient, positive, and professional manner
  • Excellent verbal, written and interpersonal communication skills
  • Ability to creatively problem-solve and remain calm during challenging situations
  • Ability to organize multiple projects and/or tasks and consistently meet deadlines
  • Able to handle a fast-paced, varied, and busy work environment
  • Excellent computer and typing skills required
  • MS Office Excel and Word proficiency required

ORGANIZATIONAL RELATIONSHIP

  • Reports to Guest Experience Manager
  • Supports all Experience Teams
  • Peer collaboration with Guest Experience and Museum Experience Specialists & Learning Experience Coordinator

EXPERIENCE & EDUCATION:

  • High School Diploma or GED required, some college experience is preferred
  • 1+ years of customer service experience, preferably involving reservations and answering phones
  • Spanish fluency preferred
  • Proficiency working with Tessitura and Point of Sale Systems

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This position is largely stationary.  While performing the duties of this job, the employee is required to:

  • Observe and react to the needs of guests, staff, volunteers, donors, and community partners
  • Move throughout the museum when on-site
  • Occasionally manipulate and move office supplies and equipment components weighing up to 15 pounds, including those that may be low to the ground or above eye level
  • Communicate and exchange accurate information with guests, staff, volunteers, donors, and community partners in a variety of formats including in-person, electronically, and over the phone 
  • Detect and respond to safety hazards
  • Operate standard office equipment efficiently and accurately.

BENEFITS

Thinkery offers competitive and affordable benefits for our full-time staff including options for 100% employer sponsored medical coverage. Our benefits package includes:

  • Medical insurance options including HSA, PPO Gold, and PPO Platinum plans
  • Affordable dental and vision
  • 100% employer sponsored EAP, STD, LTD, AD&D, and Life Insurance
  • 2 weeks of paid vacation, 12 days of paid sick leave, and 13 paid holidays each year
  • Paid Family Leave
  • Pet and child friendly offices
  • Membership to the museum and discounted rates to Little Thinker’s Preschool and Camps

This job description should not be construed to imply these requirements are the only duties, responsibilities and qualifications for this job.  Incumbents may be required to follow any additional related instructions, acquire related job skills, and perform other related work as required.  This job description may be updated as needed.

Thinkery is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin, sexual orientation or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.  All candidates offered a position will be required to submit to a background and reference checks