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Customer Service Coordinator

2 months ago

Atlanta, Georgia, United States Georgia Aquarium Full time
Position Title: Call Center Lead, Guest Services

Department: Call Center

Classification: Part-Time/ Non-Exempt

Direct Report: Call Center Manager, Guest Services

Position Summary:

The Call Center Specialist is responsible for managing incoming communications from guests, addressing inquiries and resolving complaints, while also supporting escalated calls from various Call Center locations. This role involves assisting with daily administrative tasks to enhance Call Center operations, overseeing the management of the Visitor Services email inbox, and providing training support as necessary. The Call Center Specialist will collaborate with Supervisors, Managers, and Leads at outsourced Call Center sites to facilitate training and coaching. Attention to detail, sound judgment, and effective communication skills are essential for success in this position.

Responsibilities:

  1. Adopt a Hybrid Schedule - Initial 2-3 weeks of in-office training; thereafter, a Hybrid Remote/In-Office schedule (Remote 70%-80% and in-office 20-30%). Note: Remote work arrangements may adjust based on organizational needs.
  2. Handle incoming phone calls and emails, addressing customer inquiries and complaints, and providing assistance with escalated calls.
  3. Identify opportunities for enhancing individual Call Center Agent performance and refining departmental policies and procedures.
  4. Resolve customer service issues submitted through the Call Center/Visitor Services email.
  5. Support the Call Center with tasks related to guest requests and dispute resolutions.
  6. Assist management in the development and implementation of training programs.
  7. Recognize customer needs and ensure comprehensive resolution of concerns.
  8. Contribute to administrative tasks within the department.
  9. Perform additional duties as required by workload demands.
Qualifications
  1. Proven experience and knowledge in guest services, hospitality, or a related field.
  2. Ability to demonstrate a high level of attention to detail and anticipate guest needs, ensuring exceptional hospitality during all interactions.
  3. Understanding of training and evaluation processes is preferred.
  4. Strong written communication skills, with the ability to convey information professionally and customer-focused.
  5. Capability to foster partnerships and maintain positive working relationships.
  6. Awareness of wildlife conservation and environmental issues is advantageous.
  7. Familiarity with Guest Service Policies and Procedures.
  8. High School Diploma is required.
  9. Must meet all screening requirements necessary for employment.
  10. Availability to work part-time hours, including weekends, holidays, and evenings, as required by business needs.
  11. Commitment to attend all required training sessions.
  12. Proficiency in Microsoft Office applications.
  13. Hybrid Schedule: In-office vs. Remote Requirements: Employees must have access to high-speed internet; necessary equipment such as a laptop, phone headset, and office supplies will be provided.
Physical Demands & Work Environment:

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee may be required to stand, walk, sit, use hands to manipulate objects, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl; communicate verbally; and occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. The employee may be exposed to weather conditions prevalent at the time, and the noise level in the work environment is typically moderate.

Commitment:

I commit to Georgia Aquarium, Inc. to uphold the following:

Mission: To inspire awareness and preservation of our ocean and aquatic animals worldwide.

Vision: To be the Premier Aquarium in the World for Science, Entertainment, Education, and Conservation.

Values: Respect, Teamwork, Integrity, Innovation, Leadership, Excellence, Appreciation & Inclusion.