Guest Service Specialist

The Museum of Science strives to equip and inspire everyone to use science for the global good while keeping up with the pace of change. Among the world's largest science centers and New England's most attended cultural institution, we engage nearly five million people a year—at Science Park and in museums around the world, in classrooms, and online. Our location connects Boston and Cambridge, positioning us at the junction of influential academic institutions, industries, government, schools, and the public. We convene, inspire, and create meaningful experiences for all while fostering a lifelong love of science.

About the role

• Deliver Exceptional Guest Service: Utilize in-depth knowledge of Museum offerings across channels to provide prompt, accurate service and information by phone, email, and chat. Act as a positive representative of the Museum, ensuring each guest has an outstanding experience.
• Utilize CRM & POS Systems: Maintain a working knowledge of the Museum's customer relationship management and point of sale systems and contact center software to accurately and efficiently perform transactions and record keeping.
• Museum-Wide Connection: Liaise across departments to complete tasks that ensure smooth guest check-ins, program fulfillment, and departmental support, including membership fulfillment and report processing.
• Support Revenue and Safety Protocols: Handle transactions with accuracy, enforce policies to protect the Museum and guest experiences, and assist with the Museum's lost and found program, maintaining the security and integrity of sensitive items.

Requirements

• Accountability and Follow-Through: Completes detailed tasks thoroughly and correctly and handles all necessary tasks in a timely fashion to ensure an exceptional guest experience.
• Calm under pressure: Maintains stable performance when under the pressure of heavy call and email volume.
• Communication: Speaks and writes clearly and articulately with executive presence. Maintains this standard in all forms of written communication, including email. Maintains a high level of communication with management and other Science Central staff throughout the day.
• Technical chops: Experience with learning specialized software for sales, etc., and with the Microsoft Office suite.
• Professional Integrity (Handling Sensitive Items/Information): Ability to handle sensitive guest information and valuable lost and found items in an honest, respectful, and ethical manner. To engender a climate of trust and fairness in all dealings with colleagues and the public within and outside the institution.

Schedule

Sunday–Thursday

Pay

$17.21—$19.36 USD per hour