POSITION SUMMARY:Reporting to the Contact Center Assistant Manager, the Customer Relationship Specialist is responsible for handling numerous customer interactions via phone, email and the internet. This includes processing reservation sales as well as answering general inquiries for all Academy initiatives, programs and events. The Contact Center is responsible for answering 90% of all inbound phone calls to the Academy. This is an on-call position; hours are assigned on an as-needed basis and it is required to be available weekends and holidays. This position serves as a primary contact for guests both before and after their visit to the museum.  The California Academy of Sciences welcomes people of all backgrounds, identities, and beliefs to join us in achieving our mission to explore, explain, and sustain life on Earth. We place diversity, equity, and inclusion at the heart of our recruiting efforts and strive to build a culture centered on mutual respect, equal treatment, and the opportunity to succeed.  ESSENTIAL DUTIES AND RESPONSIBILITIES:  Administrative:

Communicate with the public by phone, email and live web chat, providing information about the Academy Communicate regularly with Assistant Manager; providing guest feedback or issues as needed Balance and deliver daily shift reports; process payments and orders with 100% accuracy Exercise high level of attention to detail maintaining accurate customer records in CRM database Perform “off-call” work including but not limited to: processing field trip bookings, donation requests, membership payments, and logging comment cards 

Customer Service:

Answer all inquiries with Platinum service while meeting prescribed Contact Center service goals Respond to all inquiries in an efficient, professional, and positive manner Provide expert knowledge on all Academy polices, programs, activities, and events Effectively educate and sell customers on all Academy products and services Take initiative to research and explore answers and solutions to guest inquires Attend to customer complaints and concerns immediately and facilitate appropriate resolutions Transfer calls accurately with the appropriate hand off to other Academy representative

Sales:

Support Academy revenue through service, education, and offering the best options to our guests Effectively and clearly explain products and pricing to guests Work cross departmentally to effectively meet overall Academy sales goals Offer up-sell to other Academy products when appropriate Participate and show upward growth in all sales incentives programs (i.e. Membership, Specialty Tours) Other duties as assigned

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  EDUCATION and/or EXPERIENCE:A qualified candidate will possess a combination of the following education and/or equivalent experience:

Associate’s degree (A.A.) or equivalent from two-year College; or one year related experience and/or training; or equivalent combination of education and experience High school diploma or GED required, college degree preferred Excellent telephone and interpersonal communication skills High volume customer service, sales, and cash handling experience required Phone sales experience preferred Proficient in Google Apps and Microsoft Suite Galaxy, Tessitura and/or CRM experience preferred Avaya (AACC) or equivalent telecom software experience preferred

KNOWLEDGE, SKILLS AND ABILITIES:

Excellent interpersonal skills Exceptional phone, customer service, and writing skills Detail-oriented with excellent organizational and time management skills Ability to work independently and show initiative Ability to identify problems and suggest solutions Be able to work closely and effectively with the general public, educational community and Academy staff via e-mail, phone and the internet Ability to prioritize and perform continually shifting tasks Able to maintain professional manner, be flexible, and solve problems under a variety of circumstances

LANGUAGE SKILLS: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups or individuals. Excellent command of the English language in both written and oral forms. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Fluency in a second language highly regarded, Spanish, Cantonese and/or Mandarin preferred.  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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to stand, sit, walk, and reach with hands and arms, and talk or hear.  Must be able to perform repetitive motions 90% of the time.  Must be able to lift 20 lbs.  Must be able to sit 100% of the time.  APPLICATION INSTRUCTIONS:  Please submit your cover letter and resume online at https://calacademy.snaphire.com Note that the recruitment timeline for positions vary and depend on many factors, so it is impossible to accurately predict when a position will close. We appreciate your patience during this process. No phone calls please. The California Academy of Sciences will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance. For more information visit: https://sfgov.org/olse/fair-chance-ordinance-fco. The California Academy of Sciences is an Equal Opportunity Employer and is committed to ensure that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance. The California Academy of Sciences is a non-smoking facility. There is also no smoking in Golden Gate Park.

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