Visitor Services Lead (4158U) #22374
Lawrence Hall of Science
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Application Review Date
The First Review Date for this job is: November 15, 2016
The Lawrence Hall of Science, University of California, public science center offers a wide range of programs to the public, families, and school groups, serving over 170,000 on site visitors a year. The Hall is seeking an enthusiastic educator to serve as Visitor Services Lead. The position will supervise the frontline customer services provided to museumgoers and Hall guests. The VS Lead coordinates customer service to Hall visitors, familiarizing themself and their team on all aspects of programs available to the public, disseminating information on those programs, and promoting sales of membership, planetarium programs, 3D theatre tickets, and other special ticketed events. The VS Lead learns about and is aware of of all Hall science center programs and how they are delivered, in order to provide quality services to Hall visitors in person or on the phone, and may be called upon to do presentations for visiting groups, including school groups, educators, campers, donors and VIPS. The position assists in the training of staff to carry out Desk functions including cashiering, handling inquiries, selling programs, and delivering top quality service, information, and programs to the public. Located at the main entry to the Hall, the Visitor Services Desk is the first point of contact for all Hall visitors and guests, and also provides critical line management/crowd control and monitoring functions in the event of an evacuation or other emergency.
The Visitor Services Lead coordinates customer service to Hall visitors, familiarizing their self and their team on all aspects of Hall programs available to the public, disseminating information on those programs, and promotes participation in those programs through sales of membership, planetarium programs, 3D theatre tickets, merchandise and special ticketed events.
The VS Lead learns about and is aware of all Hall science center programs and how they are delivered, in order to provide quality services to Hall visitors in person or on the phone.
As Visitor Services Department Lead, the position:
Operates the science center Visitor Services Desk which includes setting up cashiering stations in accordance with UC Berkeley policies, having all relevant program information available, preparing staff to answer the phones, cashier, disseminate information, and sell an array of programs that may change daily, weekly or monthly depending on time of year.
Trains and leads staff working at the Visitor Services Desk: Sets job duties, manages performance, gives input to performance evaluations, supports professional learning, and oversees assignments. Maintains professional standards for team, sharing best practices, coaching team members about contents of Hall programs and their relevance to various audience members (age appropriateness, learning goals, etc.).
Ensures all locations follow proper cash handling and other payment options procedures including: custody of daily money drawer, record and reconcile sales on designated forms, secure sales and credit card receipts
Coordinates check in and orientation of groups when required, monitors lines/crowd control and serves as a central point of contact for emergencies including evacuations. . May lead behind the scenes tours when requested
Provide a high level of customer service, including resolving minor customer service problems according to predetermined protocols
As the lead frontline customer service representative, handles most general service issues, knows when to elevate problems to a supervisor or engage others in managing critical situations, such as injuries, building emergencies, fire alarms, etc.
Administrative projects (depending on retail environment)
Handle administrative functions at the customer service locations which may include:
reconciling daily cash receipts and contracts
assisting with creating daily visitor handouts and visitor guides
maintaining stock of information collateral
providing feedback to science center leadership about visitor trends through reports and analysis
sharing of comments, complaints and complaint resolution activities with Lawrence Hall of Science leadership.
Cashiering & Sales
Accurately operates the electronic point-of-sale (cash register), including: counting customers' change, providing receipts, correctly processing on-line card transactions, asking supervisor for change in a timely manner to meet customer demand
Follow cash handling procedures as outlined in the University of California Business and Finance Bulletin BUS-49 and departmental and campus cash handling policy
Depending on retail environment, may sell memberships, merchandise, museum admission, movie, planetarium show, and/or merchandise
Other duties as assigned.
At least one year experience providing front-line customer service, preferably in a museum or attraction (zoo, aquarium, science center, etc.)
Ability to understand and communicate a wide variety of program information to individuals with widely varying levels of comprehension, from young children to adult visitors and guests.
Ability to lead and train student, part time, and career employees.
Excellent verbal, interpersonal, and presentation skills, both on the phone and in person
Enthusiastic, service oriented personality
Bondable, experience with handling cash. Will be required to pass a background check and take a TB test.
Ability to work Wednesday - Sunday 8:30 a.m.-5: 30pm schedule. May on occasion work evening special events and holidays.
Graduation from High School
College coursework desirable
Interest in science
Experience working with children
CPR training and certification or willingness to obtain certification
Salary & Benefits
Salary is commensurate with experience. For information on the comprehensive benefits package offered by the University visit:
How to Apply
Please submit your cover letter and resume as a single attachment when applying.
A valid driver's license and DMV check for driving record is required.
This is a full-time contract position lasting for 1 year, including full benefits. Wed - Sun, 9:00am - 5:30pm. may on ocassion work evenings or special events.
Conviction History Background
This is a designated position requiring fingerprinting and a background check due to the nature of the job responsibilities. Berkeley does hire people with conviction histories and reviews information received in the context of the job responsibilities. The University reserves the right to make employment contingent upon successful completion of the background check.
This position has been identified as a Mandated Reporter required to report the observed or suspected abuse or neglect of children, dependent adults, or elders to designated law enforcement or social service agencies. We reserve the right to make employment contingent upon completion of signed statements acknowledging the responsibilities of a Mandated Reporter.
Equal Employment Opportunity
The University of California is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. For more information about your rights as an applicant see: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
For the complete University of California nondiscrimination and affirmative action policy see:
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