Guest Services Coordinator

Job Description

Job Description

Position: Guest Services Coordinator, Call-Center
Department: Guest Services
Reports to: Guest Services Managers
Status: Full-Time, Non-Exempt, 40 hours weekly
JOB DESCRIPTION:
A key member of the Guest Services team, the "Guest Services Coordinator, Call-Center" supports excellent
customer service and a welcoming, positive experience for all visitors by overseeing general operations of our Client's call-center with a particular focus on supporting seasonal programs "Carved" and
"Enchanted: Forest of Light." Under direction of the Guest Service Managers, the Guest Services Coordinator
will schedule, train and support call center staff including temp staff and our Client's staff. As part of the guest
services team, the coordinator will work directly with the public, and our Client's members, staff and
volunteers, in all areas of guest services including the Call Center, Visitor Center, membership table, ticketing
podiums, Boddy House, Sturt Haaga Gallery, Client Railroad and courtesy shuttle.

JOB CLASSIFICATION :
This is a full-time, non-exempt position. The facility is open 364 days/year with extended evening hours in
Spring and Summer and evening programming in Fall and Winter. Shift times and weekly schedules are subject
to change depending on the seasonal and on-going needs of the department and the facility. This position
requires weekend and evening work.

ESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES include but are not limited to :
● Ensures excellent customer service and positive visitor experiences that encourage repeat visitation and
ongoing engagement with the facility.
● Under the direction of the Guest Service Managers, oversees the day-to-day operations of the call-center.
○ Provides excellent customer service by responding to calls and emails received by call-center.
○ Works closely with Managers and other staff to identify common visitor questions/concerns and
ensure appropriate responses are provided.
○ Trains and supports call-center staff.
○ Assists with call-center staff hiring and scheduling as appropriate.
○ Responsible for inventory and maintenance of equipment and supplies used within the call-center.
○ Communicates across departments to support call center operations including special events, public
programs, development, membership, etc.
● Participates in department planning and assists with staff and volunteer training.
● Performs all Guest Services operations including, but not limited to, opening/closing, admissions and
program ticket sales, membership sales, call center staffing, support of public programs and special events,
volunteer support.
○ Responsible for executing membership sales, renewals and upgrades.
○ Responsible for completing sales transactions with a high degree of accuracy and efficiency.
○ Educates visitors on garden policies (admissions, safety, food & drink, etc.) with politeness, tact and
respect.
○ Handles member/visitor information with discretion and good judgment.
○ Stays up to date on procedures, membership promotions, programs and events,
botanical collections and seasonal highlights.
○ Responsible for staffing exhibition spaces, including the Gallery. Ensures spaces are well maintained, open and close spaces as needed, assist with volunteer
and new employee training as appropriate, welcome visitors and answer visitor questions.
○ Assist with the Train and courtesy shuttle operations as needed, including being trained on driving
both vehicles.
○ Will be trained in First Aid, AED operation and proper incident documentation and communication.
● Other duties as assigned.

QUALIFICATIONS and REQUIREMENTS:
● 1 year sales, cash handling experience highly preferred. Must be able to operate a computer-based cash register, handle simple calculations, and credit transactions accurately and
efficiently.
● 2 years customer service experience required.
● 1 year training or coordinating staff or volunteers preferred.
● Experience and proficiency with Altru by Blackbaud POS systems preferred.
● Intermediate knowledge of Gmail, Google docs, and Google Sheets preferred.
● Must demonstrate excellent communication skills and telephone etiquette.
● Must have a welcoming and friendly personality and be able to inform the public about the garden and
various events and classes.
● Must be self-motivated, have a high degree of integrity, honestly, and a strong work ethic.
● Highly developed organizational skills and excellent attention to detail required.
● It is essential that the candidate has the flexibility and disposition to interact effectively with guest and team
members, members, trustees, volunteers and vendors.
● Bilingual preferred but not required.
● A valid California driver's license is required.

EQUIPMENT USED and 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. Reasonable accommodation may be made to enable
individuals with disabilities to perform the essential functions.
● Computer, cash register, phone, credit card processing machine, calculator, copier, printer, hand-held
(two-way) radio, miniature train and courtesy shuttle (golf cart).
● This position requires flexibility to work in an office and an active outdoor environment which includes
public interaction, exposure to various noise levels, and other distractions throughout the facility.
● Must be able to cover long distances and on occasion access various areas of the facility including
areas not accessible by paved roads or dirt trails.
● Must be able to work extended periods of time both walking and/or standing.
● This position occasionally requires lifting 15 pounds.

COMPENSATION: Up to $22 per hour