The Role Liberty Science Center (LSC) is currently seeking a full-time Guest Engagement Coordinator to join our Guest Engagement Team— a team that is essential to fostering an environment that is safe, enjoyable, and conductive to learning­­. The Guest Engagement Coordinator’s primary area of focus will be: 1) training and supervising a team of Associates working in exhibition spaces, theaters, and other public spaces and 2) facilitating a staff culture that embraces and advances LSC’s mission.  The Guest Engagement Coordinator reports to the Director of Guest Engagement. What You’ll Bring You are able to provide a dazzling beginning to end guest experience, supporting guest engagement programming, engaging with guests and delivering real-time customer support. What You’ll Do The Guest Engagement Coordinator will: Consistently present an eager, friendly, service-oriented demeanor Demonstrate leadership by personally providing excellent customer service at all times.   Provide and develop training for new associates in all aspects of guest services; including all technologies, processes, and reporting Model and coach to staff and peers about customer service best practices. Ensure that staff on the Associate Team are well-informed daily and have working knowledge of the exhibitions, programs, and services available at LSC;  works with the team to elevate the quality of the guest experience Be an advocate for guests while simultaneously promoting the welfare of LSC communicate with a variety of guests with diverse interests and abilities to ensure a positive museum experience, resolve visitors’ concerns and complaints to their satisfaction and LSC’s. Assist with general administrative and clerical work, including filing, photocopying, and mailing Provide associates with coaching and professional development to address individualized needs and working styles and address conflict when needed. Oversee staffing while maintaining the appearance and functionality of public spaces. Advocate for specific improvements to the facility, exhibits, wayfinding, operational processes, etc. Liaise with other departments, to enhance the guest experience, resolve immediate operational deficiencies, and to address atypical guest situations. Assume a leadership role in emergency situations. Lead Associate Team meetings and discussions to disseminate information, conduct operations planning, celebrate individual and collective achievements, improve relationships, etc.  Contribute to the development and implementation of staff incentive and recognition programs. Assist with special events and programming as needed. Other duties and responsibilities as assigned.   Preferred Knowledge, Skills, and Abilities (KSAs) Knowledge  Understanding of customer service practices  Scheduling Associates to meet the needs of the business Skills   Coaching Modeling and role-playing best practices Communicating in an open and curious manner  Abilities    Friendly with a positive, customer-centric attitude; ability to maintain a positive approach in a professional manner when dealing with a range of people Demonstrated ability to work in a fast-paced environment; handle multiple tasks simultaneously and prioritize accordingly; adhere to deadlines; and flexibility to handle shifting demands   Preferred Qualifications & Experience 4+ years of experience in customer service work, or an equivalent combination of education, training, and experience. 2+ years of experience in people management  Demonstrated ability to work in a fast-paced environment; handle multiple tasks simultaneously and prioritize accordingly; adhere to deadlines; and flexibility to handle shifting demands Knowledge of and experience with MS Office applications required, some experience with HotSchedules or Tessitura preferred   Supervisory Responsibilities A team of four, Guest Engagement Coordinators supervises a team of approximately 125 part-time associates.   Classification and Schedule This is a full-time, non-exempt position. Open availability required, weekends, some holiday and special after-hours event availability necessary.   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. Guest Engagement Coordinators spend a majority of their time on their feet while working on the museum floors.  While performing the duties of this job, the employee must be able to stand for long periods of time while working with staff on museum floor to prepare for events or fill in for staff on the floor.  Guest Engagement Coordinators will spend 10% – 20% of their time at their desk using standard office equipment, such as a computer, phone, copier, files, supplies, fax and a scanner.  The ability to lift 35 pounds is required. The position requires frequent visits to the museum floor (walking on concrete floors, climbing stairs, etc) and outdoors (walking on uneven ground, exposed to the elements), tolerating high levels of noise, and public speaking, sometimes in noisy environments.   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 an on-site café, a terrace with stunning NYC views, and on-site yoga. Travel This position requires minimal travel. Our Benefits Liberty Science Center provides generous benefits and perks for all eligible full-time employees, including: Medical, dental, and life insurance 403(b) basic retirement plan with an outstanding employer match Considerable paid time off, including annual leave, sick leave, and federal holidays Long-term disability coverage Flexible spending accounts (pre-tax income for eligible health and/or dependent care expenses) Commuter benefits (pre-tax income for parking or mass transit expenses) 25% discount for staff in the LSC store 25% discount in on-site cafeteria On-site yoga for $12/class   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. To find out more, visit lsc.org or follow us on Facebook, LinkedIn or Twitter. The RoleLiberty Science Center (LSC) is currently seeking a full-time Guest Engagement Coordinator to join our Guest Engagement Team— a team that is essential to fostering an environment that is safe, enjoyable, and conductive to learning­­. The Guest Engagement Coordinator’s primary area of focus will be: 1) training and supervising a team of Associates working in exhibition spaces, theaters, and other public spaces and 2) facilitating a staff culture that embraces and advances LSC’s mission. 

The Guest Engagement Coordinator reports to the Director of Guest Engagement.What You’ll BringYou are able to provide a dazzling beginning to end guest experience, supporting guest engagement programming, engaging with guests and delivering real-time customer support.What You’ll Do The Guest Engagement Coordinator will:

Consistently present an eager, friendly, service-oriented demeanor Demonstrate leadership by personally providing excellent customer service at all times.   Provide and develop training for new associates in all aspects of guest services; including all technologies, processes, and reporting Model and coach to staff and peers about customer service best practices. Ensure that staff on the Associate Team are well-informed daily and have working knowledge of the exhibitions, programs, and services available at LSC;  works with the team to elevate the quality of the guest experience Be an advocate for guests while simultaneously promoting the welfare of LSC communicate with a variety of guests with diverse interests and abilities to ensure a positive museum experience, resolve visitors’ concerns and complaints to their satisfaction and LSC’s. Assist with general administrative and clerical work, including filing, photocopying, and mailing Provide associates with coaching and professional development to address individualized needs and working styles and address conflict when needed. Oversee staffing while maintaining the appearance and functionality of public spaces. Advocate for specific improvements to the facility, exhibits, wayfinding, operational processes, etc. Liaise with other departments, to enhance the guest experience, resolve immediate operational deficiencies, and to address atypical guest situations. Assume a leadership role in emergency situations. Lead Associate Team meetings and discussions to disseminate information, conduct operations planning, celebrate individual and collective achievements, improve relationships, etc.  Contribute to the development and implementation of staff incentive and recognition programs. Assist with special events and programming as needed.

Other duties and responsibilities as assigned.  

Preferred Knowledge, Skills, and Abilities (KSAs)Knowledge 

Understanding of customer service practices  Scheduling Associates to meet the needs of the business

Skills  

Coaching Modeling and role-playing best practices Communicating in an open and curious manner 

Abilities  

Friendly with a positive, customer-centric attitude; ability to maintain a positive approach in a professional manner when dealing with a range of people

Demonstrated ability to work in a fast-paced environment; handle multiple tasks simultaneously and prioritize accordingly; adhere to deadlines; and flexibility to handle shifting demands  

Preferred Qualifications & Experience

4+ years of experience in customer service work, or an equivalent combination of education, training, and experience. 2+ years of experience in people management  Demonstrated ability to work in a fast-paced environment; handle multiple tasks simultaneously and prioritize accordingly; adhere to deadlines; and flexibility to handle shifting demands

Knowledge of and experience with MS Office applications required, some experience with HotSchedules or Tessitura preferred  

Supervisory ResponsibilitiesA team of four, Guest Engagement Coordinators supervises a team of approximately 125 part-time associates.  

Classification and Schedule This is a full-time, non-exempt position. Open availability required, weekends, some holiday and special after-hours event availability necessary.  

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. Guest Engagement Coordinators spend a majority of their time on their feet while working on the museum floors.  While performing the duties of this job, the employee must be able to stand for long periods of time while working with staff on museum floor to prepare for events or fill in for staff on the floor.  Guest Engagement Coordinators will spend 10% – 20% of their time at their desk using standard office equipment, such as a computer, phone, copier, files, supplies, fax and a scanner.  The ability to lift 35 pounds is required. The position requires frequent visits to the museum floor (walking on concrete floors, climbing stairs, etc) and outdoors (walking on uneven ground, exposed to the elements), tolerating high levels of noise, and public speaking, sometimes in noisy environments.  

LSC’s Work Culture at a GlimpseLiberty Science Center’s culture can best be described as a fun, creative, collaborative, and casual working environment.

Our EnvironmentLiberty 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 an on-site café, a terrace with stunning NYC views, and on-site yoga.

Travel This position requires minimal travel.

Our Benefits Liberty Science Center provides generous benefits and perks for all eligible full-time employees, including:

Medical, dental, and life insurance 403(b) basic retirement plan with an outstanding employer match Considerable paid time off, including annual leave, sick leave, and federal holidays Long-term disability coverage Flexible spending accounts (pre-tax income for eligible health and/or dependent care expenses) Commuter benefits (pre-tax income for parking or mass transit expenses) 25% discount for staff in the LSC store 25% discount in on-site cafeteria On-site yoga for $12/class

 

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.

To find out more, visit lsc.org or follow us on Facebook, LinkedIn or Twitter.

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