New England Aquarium
  • Reservations
  • Boston, MA, USA
  • Hourly
  • Full Time Regular

The New England Aquarium is seeking a Reservations Agent to join our Groups Sales & Reservations Department. Applicants must have a high school diploma (or equivalent) with at least one year of experience in a professional office/call center setting and be highly familiar with using Excel, Outlook, and other Microsoft programs. Applicants should have the ability to communicate clearly both verbally and in writing and must be able to multitask using phones and computers in an often fast-paced office environment. Attention to detail is vital while providing pleasant, professional customer service to a wide variety of customers.

New England Aquarium has implemented comprehensive safety protocols for employees and visitors to minimize the risk of COVID-19 exposure. In addition, the Aquarium requires all staff to be vaccinated against COVID-19 unless a reasonable medical or religious exemption is requested and approved.

SCHEDULE

This is a full-time position offering a comprehensive benefits package. The schedule will cover critical weekend shifts working Thursday - Monday, 9:00 am - 4:30 pm or Saturday - Wednesday, 9:00 am - 4:30 pm. We offer the opportunity to work a hybrid schedule with a mix of onsite and remote days.

ESSENTIAL FUNCTIONS

  1. 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.
  2. Processes reservations for special events as required.
  3. Answer questions in a professional, pleasant, informative, and accurate manner to ensure an excellent level of customer service.
  4. Answer incoming calls regarding Education programs.
  5. Answer incoming calls from Members including Membership purchases, questions about expiration, Membership complaints, address changes, etc.
  6. Process reservation request forms in a timely and accurate manner.
  7. Answer and respond to general department voicemails, online group inquiries, and individual e-mail requests.
  8. Ensure follow-up procedures are completed on all reservations, such as collecting final numbers, on-time payments; prepare proper information for the groups.
  9. Perform general office duties including filing, sending and receiving faxes as well as mass mailings.
  10. 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.
  11. 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.
  12. Adhere to all NEAq policies and deliver high standards of customer service.
  13. Perform other position-related duties as assigned.

QUALIFICATIONS

Minimum Training and Experience

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

Knowledge, Skills, and Abilities

Required:

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

Preferred:

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

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

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

New England Aquarium
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