The Role
The Flex 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 Flex 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. Flex 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.
Flex Guest Ambassadors 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:
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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)
What You’ll Do (Essential Functions)
Below is an overview of your essential functions. Please note this is not an exhaustive list as new responsibilities can be added as business needs demand:
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Personally provide excellent, gold standard customer service at all times in all areas throughout Liberty Science Center
- Greet and welcome guests as they enter the Science Center as well as throughout the building and assist guests with orientation and directions
- 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
- Cultivate a positive and enriching experience for LSC guests by playing with and engaging guests within galleries, answering questions, and presenting a thorough and accurate knowledge of all LSC offerings including exhibitions, theater shows, events, programs, etc
- Facilitate group check ins and group dining reservations
- Manage crowds and queues calmly and efficiently
- 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
- Oversee and monitor the condition, presentation, and safety of all public spaces and assist in the preparation and closing of all public spaces
- Present science topics in a comprehensive and accessible manner to learners of all ages, adjusting facilitation as necessary to respond to individual needs
- Demonstrate leading performance that sets the standard for others, including stellar attendance and reliability, exceptional guest engagement, and carrying oneself with the utmost professionalism
Be present and on time for all scheduled shifts
- Contribute to a positive team-based workplace culture that embraces and
advances team goals through peer coaching and modeling
- Follow all LSC and departmental policies and procedures
- Leader in safety and cleanliness. Assist with cleaning duties.
- Assist in training of new hires to the highest of service standards
- Provide assistance with special events and programming as needed
- 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)
Desired Knowledge, Skills, and Abilities (KSAs)
- 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 and Experience
Prior success in the delivery of quality customer service in a fast-paced environment is a huge plus!
Classification
The Flex Guest Ambassador is a regular, part-time position which is non-exempt, according to the Fair Labor Standards Act. This role will be eligible for overtime for work that exceeds 40 hours per week; however, all overtime must be approved in advance by the role’s supervisor.
Schedule
The Flex Guest Ambassadors are scheduled to meet the needs of the business. This is a flexible position with no guarantee of set hours. It is possible for a Flex Guest Ambassador to be scheduled 0 - 24 hours based on their base availability. Please keep in mind we make every effort to schedule flex guest ambassadors weekly. However, those hours could be reduced if the business slows down. Shifts can range from 4 - 8 hours. This role must have the availability that is documented at the time of job offer. (Current base availability: Minimum of 2 days a week, must include 1 weekend day, and every After Dark. After Dark shifts are every 1st and 3rd Thursdays from 5:30 pm-11 pm)
Compensation
The Flex Guest Ambassador is compensated at a rate of $18.00/hr. Liberty Science Center also provides generous 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
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.
While performing the duties of this job, the employee must also be able to stand for long periods of time while working on the floors. 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.
**Reasonable accommodations may be made to enable qualified individuals with a disability to perform the essential functions to the extent that LSC may do so without undue hardship. The term “qualified individual with a disability” means an individual who with or without reasonable accommodation can perform the essential functions of the position.
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. We are building a culture that is inclusive, positive, and professional and can’t wait for you to be part of our team!
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.
