Reservationist Jobs

The New England Aquarium is seeking a Reservationist to join our Groups Sales & Reservations Department. Reservationists take calls from the public and Aquarium Members who are seeking information or are interested in purchasing tickets or making program reservations. In addition, members of the Reservations team handle various interdepartmental communications and oversee various outgoing mailings and letters to our guests and visitors. We are seeking an outgoing, personable, and enthusiastic colleague to join our team and help support the mission of the New England Aquarium by ensuring exceptional experiences for all interested parties and guests.

New England Aquarium has implemented comprehensive safety protocols for employees and visitors to minimize the risk of COVID-19 exposure. As a member of our team, you will be provided with the training and resources needed to ensure a safe and rewarding experience. In addition, the Aquarium requires all staff to be vaccinated with one booster shot (when eligible) against COVID-19 unless a reasonable medical or religious accommodation is requested and approved.

SCHEDULE

This is a full-time regular position offering a comprehensive benefits package. The schedule will be either Wednesday - Sunday or Saturday - Wednesday from 9:00 am - 4:30 pm with the option for a hybrid schedule. Hybrid candidates must be able to work on site Saturday and Sunday, plus one other weekday, and will be able to work two weekdays remotely. Remote days are only available for residents of MA, RI, NH, ME, NY and VT.

Essential Functions

• Answer incoming calls from Members including Membership purchases, questions about expiration, Membership complaints, address changes, etc.
• Performs other position-related duties as assigned.
• Ensure follow-up procedures are completed on all reservations, such as collecting final numbers, on-time payments; prepare proper information for the groups.
• Organize incoming vouchers for selected companies and bill them according to the vouchers received. Receive and inputs payments related to these voucher companies' outstanding reservations.
• Answer incoming calls and make individual and group reservations for the general Aquarium, Simons Theatre, and Education programs. Provide information about additional programs to up-sell all reservations.
• Process reservation request forms in a timely and accurate manner.
• Answer and respond to general department voicemails, online group inquiries, and individual e-mail requests.
• Answer incoming calls regarding Education programs.
• Processes reservations for special events as required.
• Perform general office duties including filing, sending and receiving faxes as well as mass mailings.
• Adheres to all NEAq policies and delivers high standards of customer service.
• Receive and process check payments for individual and group reservations. Run all corresponding payment reports in ATMS. Take balanced payment reports with processed checks to the Cash Room.
• Answer questions in a professional, pleasant, informative, and accurate manner to ensure an excellent level of customer service.

Qualifications

Minimum Training and Experience

• One year of experience in an office or call center setting providing customer service via telephone and email.
• Experience with Windows, Microsoft Excel, Word, and Outlook
• High school diploma or equivalent

Required

Knowledge, Skills and Abilities

• Excellent customer service skills
• Responsible and punctual
• Good communication skills with the ability to interact effectively with a diverse group of individuals
• Working knowledge of windows and Microsoft Office
• Solid organizational skills and the ability to work independently and problem solve
• High-Speed Internet Connection for remote work
• Professional, courteous, and respectful of others

Preferred

• Working knowledge of the following computer databases:
• Phone system: Cisco Agent Desktop
• Email database: Outlook
• Ticketing system: ATMS
• Membership system: Raiser's Edge

For more information and to apply online please visit: http://neaq.applicantpro.com/jobs/

New England Aquarium is committed to diversity in the workplace and is an Equal Employment Opportunity Employer as defined by the EEOC.