At Great Lakes Science Center, we make science, technology, engineering and math (STEM) come alive to feed the inner sense of curiosity for guests of all ages. We believe in the value of using real scientific challenges through opportunities to invent, design, tinker and create to encourage curiosity and experimentation. The Science Center remains committed to developing informal science education programs that inspire young minds, improve STEM literacy and cultivate the creative, critical thinkers who will shape the future of Northeast Ohio.

The Guest Services Supervisor is responsible for daily administrative tasks within the Science Center box office, provides excellent customer service and ensures a high level of customer service delivery amongst staff. Guest Services Supervisors hire, train and supervise staff, prepare daily finance reports and deposit following finance department guidelines, and work to streamline the overall daily operation of the box office. This is a full-time position.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Actively seek out guest interaction, communicating information in a courteous and accurate manner.
• Facilitate the continual improvement of guest service throughout the museum.
• Work to solve issues and problems quickly and with a sense of urgency.
• Develop a thorough knowledge of general museum information, including good working knowledge of all Great Lakes Science Center exhibits, films and programs.
• Comply with all Great Lakes Science Center policies and procedures.

Technical Responsibilities:

• Advanced knowledge of Counterpoint, Outbound and Ultracamp ticketing and reservations systems.
• Advanced knowledge of Raiser’s Edge membership database.
• Solid knowledge of MS Office software, including MS Word, Excel and Paint.
• Follow Finance procedures for cash-handling and appropriate deposits.  Ensure staff compliance with procedures. 
• Deposit and reconcile daily payments, interacting with Finance Department as required.
• Respond to guest inquiries via phone, email and letter.

Clerical Responsibilities:

• Assist Guest Services Coordinator with creation of attendance reports for internal and external reporting on a timely basis.
• Process daily membership sales and membership card fulfillment reports.
• Assist Guest Service department through the streamlining of communication documents for both internal.
• Support departments through the fulfillment and tracking of donated tickets, passes and discount coupons.

Supervisory Responsibilities:

• Exemplify an enthusiastic teamwork-style with a diverse staff both departmental and in an organizational-wide capacity.
• Oversee streamlined organization and working of box office.
• Recruit, interview, hire and oversee training of staff and volunteers. 
• Work with Guest Services Coordinator and Director of Guest Services to improve systems, including reporting, tracking and daily operations.
• Develop and maintain admissions staff schedule and daily rotations.
• Coach, develop, and evaluate staff performance. Actively work with team to ensure efficiency and high customer service standards.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
 

• High School diploma or equivalent required.
• Undergraduate degree in communications, non-profit management, business or similar degrees preferred.
• At least three years of proven excellence in customer service. 
• Two years supervisory experience within a fast paced, customer-focused work environment preferred.

Additional Eligibility Qualifications (K/S/A):

• Must have an excellent track record for coaching and motivating staff and volunteers.
• Must be self-confident and motivated; able to work with minimal supervision.
• Must be detail-oriented and work well within a changing environment.
• Must be open-minded and flexible.
• Excellent communication skills, both written and verbal.
• The ability to work 40 hours during a (Sunday –Thursday) 5-day work week, as scheduled by department management.  
• The ability to manage staff in all areas of the building.
• The ability to actively supervise the evacuation of guests and employees from areas assigned to the Guest Services Department during a building-wide evacuation.

Salary: $15 per hour

Expected Hours of Work: Sunday through Thursday, 9:00am to 5:30pm. Occasional need for flexibility and possible evenings.

Great Lakes Science Center is an Equal Employment Opportunity Employer. All of your information will be kept confidential according to EEO guidelines.