Part-Time Guest Ambassador (Customer Service)

Jersey City, NJ, United States

The Role

The Guest Ambassadors at Liberty Science Center are the first point of contact with our guests and play a vital role in providing a quality experience from the moment visitors walk through our doors to the moment they exit. The Guest Ambassador is the heartbeat of the frontline teams that are essential to fostering an environment that is safe, engaging, enjoyable, and conducive to learning. Guest Ambassadors primary areas of focus are to: (1) Engage with guests in a friendly, informed, professional service-oriented demeanor (2) Demonstrate leadership by personally providing excellent customer service at all times (3) Provide stellar guest service in galleries and experiences throughout the building to engage guests, answer questions, resolve issues, control crowds and lines, and oversee the condition, presentation, and safety of all public spaces.

Guest Ambassadors work part-time and report to the Guest Engagement management team and are active members of the Guest Operations and Group Services team.

What You'll Bring

Charismatic, energetic, and friendly, your customer-service focus and positivity drives our goal to continuously improve the LSC experience. While you may not be a scientist or technologist, you are interested in the worlds of science and technology and excited by the prospect of working in a Science Center. Along with your customer service expertise, you:

Enjoy speaking in public and getting to know our visitors. You are excited to work with a diverse population of guests and will present an eager, friendly, service-oriented demeanor

Take initiative and are quick to solve problems and offer creative solutions

Work well within a team-based setting. You are comfortable coaching peers and treating guests, coworkers, etc. with respect and professionalism

Possess strong judgment. You make decisions that keep the guest experience in mind and know when it is appropriate to refer to a supervisor

Uphold a consistently high level of enthusiasm and energy whether it is a busy or slow day

Thrive in an ever-changing, high-energy environment and demonstrate flexibility by following direction and adjusting to changing policies and procedures

Love to have a good time! You are ready to play and interact with guests of all ages (heavy focus on children 3-13)

We are building a culture that is inclusive, positive, and professional and can't wait for you to be part of our team!

What You'll Do

LSC hires Ambassadors to work with either our Guest Experience team or our Box Office team. Some of our Ambassadors will cross-train so that they can work on both teams. Below is a summary of the essential responsibilities of the Ambassador role.

General Responsibilities for both Guest Experience and Box Office Ambassadors Personally provide excellent, gold standard customer service at all times

Contribute to a positive team-based workplace culture that embraces and advances team goals through peer coaching and modeling

Demonstrate leading performance that sets the standard for others, including stellar attendance and reliability, exceptional guest engagement, and carrying oneself with the utmost professionalism

Serve as an advocate for guests while simultaneously promoting the interests of LSC, by communicating with a variety of diverse guests to ensure a positive museum experience and resolving visitors' concerns and complaints to their satisfaction and LSC's

Maintain a thorough knowledge of all Liberty Science Center offerings including exhibitions, theater programs, events, programs, etc

Manage crowds and queues calmly and efficiently

Assist in training of new hires to the highest of service standards

Leader in safety and cleanliness. Assists in cleaning duties as assigned

Provide assistance with special events and programming as needed

Accomplish other tasks, duties, and responsibilities as requested and assigned

Guest Experience Responsibilities Greet and welcome guests as they enter the Science Center as well as throughout the building and assist guests with orientation and directions

Present science topics in a comprehensive and accessible manner to learners of all ages, adjusting facilitation as necessary to respond to individual needs

Cultivate a positive and enriching experience for LSC guests by playing with and engaging guests within exhibits, answering questions, and presenting information clearly and accurately

Oversee and monitor the condition, presentation, and safety of all public spaces and assist in the preparation and closing of all public spaces

Provide stellar guest service in galleries and experiences throughout the building to engage guests, answer questions, resolve issues, control crowds and lines, and oversee the condition, presentation, and safety of all public spaces

Box Office Responsibilities Provide high quality, end-to-end care of LSC guests including online ticket purchasers, walk-up customers, and LSC members at all operational ticketing stations

Ensure all guests are well informed on all currently available LSC experiences

Maintain an accurate register throughout the day and successfully reconcile all on-site payments, check-ins, and ticket/voucher redemptions

Accurately input data into LSC's ticketing system (Tessitura)

Serve as an ambassador of our institution and mission at all times

Operate within the Box Office according to policies and procedures to provide the most safe and efficient environment as possible for guests and coworkers

Desired Knowledge, Skills, and Abilities (KSAs) Minimum age requirement: 18 years

Applied knowledge of superior guest engagement standards

Outstanding peer modeling, coaching, and training capabilities

Strong teaming and collaboration skills

Exceptional communication and de-escalation skills

Creative and resourceful problem solving skills

Ability to work well as a team member or independently

Preferred Qualifications Prior success in the delivery of quality customer service

Experience working in a fast-paced environment

Schedule

All Ambassadors must be able to work a flexible schedule, including early mornings, evenings, holidays, and weekends, as business needs require. The Guest Ambassador will work an average of 4 days per week. Shifts can range from 4 to 8 hours; Ambassadors usually work 16-32 hours per week on average. There are opportunities to pick up additional work on the Special Events team if desired. Ambassadors MUST have availability Thursday through Sunday, including the availability to be scheduled some evenings (typically Wednesdays and Thursdays) and Monday holidays.

Compensation

The Guest Ambassador is compensated at a rate of $17.50/hour. Liberty Science Center also provides perks for all eligible part-time employees, including: Paid time off

25% discount for staff in the LSC store

15% discount in the Cosmic Cafe

LSC Family Membership

Free parking

Classification

The Guest Ambassador is a part-time position which is non-exempt, meaning this role is eligible for overtime for work that exceeds 40 hours per work week; however, all overtime must be approved in advance by the role's supervisor.

Physical/Environmental Demands

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

During the virus pandemic, the ability to wear a face mask that fully covers your nose and mouth for long periods of time is required! While performing the duties of this job, the employee must also be able to stand for long periods of time while working with staff on the Science Center floor to prepare for events or fill in for frontline staff. The ability to lift 30 pounds is required. The position requires the ability to walk on concrete floors, climb stairs, bend/lift/stretch, tolerate high levels of noise, navigate crowds, and publicly speak. This role also requires the ability to work outdoors, including walking on uneven ground and being exposed to varied weather elements.

LSC's Work Culture at a Glimpse

Liberty Science Center's culture can best be described as a fun, creative, collaborative, and casual working environment.

Our Environment

Liberty Science Center is located in a beautiful waterfront state park in Jersey City, New Jersey. Not only is Jersey City easy to get to from any points in Northern NJ and Manhattan, but it also holds the title of the most diverse city in the United States. Employees have access to free parking, the Hudson-Bergen Light Rail, and the NJ Path train. In addition, all employees have access to a terrace with stunning NYC views.

Travel

This position requires no travel.

To apply:

Please submit a resume and cover letter highlighting why you are a perfect fit for this position.

Liberty Science Center is an equal opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We, therefore, provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status or any other protected status in accordance with applicable law. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know .