Edgar Cayce's A.R.E.

OTS 15-024

Visitor Center Customer Service Associate I

Posting Date: 10/02/2015
Closing Date: 10/14/2015

Job Title: Visitor Center Customer Service Associate I
Job Classification: Non-Exempt (hourly)
Employee Classification: Non-Exempt
Status/Hours: Regular Part-Time, 20-29 hours/week
Department: Visitor Center (#540)
Position Reports To/Evaluated By: Visitor Center Supervisor

Job Overview:

Ensure all visitors have a positive and memorable experience by cordially greeting, orienting and assisting Visitor Center visitors and guests by providing excellent customer service. Provide a positive and warm welcome to visitors and respond to requests for service or information. Answer all incoming calls for the organization in a prompt, courteous manner and provide assistance to the caller whenever possible. Assist with order entry, membership and conference registration responsibilities.

Responsibilities (include but are not limited to):

  • Cordially greet, orient and assist visitors while providing up-to-date handouts and literature.
  • Answer/research questions about Edgar Cayce, the readings, and functions of the A.R.E.
  • Research and guide visitors to information on the website
  • Maintain knowledge and awareness of upcoming events and daily activities through Global Calendar schedule and monitoring Visitor Center email account for updates and notices.
  • Provide necessary replacements, substitutions, notice of cancellations, etc. as required for daily activities
  • Promote memberships, events and activities of the organization and its affiliates
  • Perform data entry of memberships, catalog orders, conferences, prayer requests, inquiries, etc. into the customer database
  • During conferences, assist in conference registration responsibilities and accommodate other reasonable requests as needed
  • In response to visitor inquiries, provide updated information about the local area such as dining, hotels, shopping, local attractions, and recreational destinations, using internet search and apps, ie Mapquest.
  • Lead tours and ESP lectures
  • Respond to crisis situations, such as emotionally disturbed visitors or callers, and any emergencies as outlined in the procedures manual.
  • In professional manner, answer telephone promptly; assist callers and facilitate transfers to the appropriate extensions or departments.
  • Maintenance of first and second floor lobby areas as neat and orderly; replace and update literature as needed.
  • Follow daily open and close procedures
  • Cross-train to handle other responsibilities within the Customer Service department to provide back-up coverage during vacations and other critical shortage situations.
  • Other duties as assigned.

Required Education and Experience:

  • High school diploma with business training experience or equivalent required.
  • Minimum two years customer service/retail sales experience or equivalent required;
  • Minimum two years experience with Microsoft Office, Outlook, internet search and apps required; 
  • Minimum two years data entry experience required, Aptify experience a plus.

Required Knowledge, Skills, and Abilities:

  • Knowledge of philosophy and acceptance of the key principles in the Edgar Cayce readings, particularly kindness, active patience and a service orientation is required.
  • Demonstrated knowledge of demographics surrounding the Oceanfront and the Virginia Beach community
  • Ability to represent the A.R.E. (our purpose, work, administration, staff, volunteers, Board and membership) in the most positive light is essential
  • Excellent problem solving, written and verbal communication skills to exchange information with a variety of individuals required
  • Must have strong skills in tact, diplomacy and objectivity
  • Intermediate knowledge of computer systems and applications
  • Demonstrated high proficiency in the use of the internet through searches and applications as job-related in response to visitor inquiries and assistance.
  • Intermediate level of computer proficiency skills required, including Microsoft Office and Outlook
  • Demonstrated enthusiasm and respect in working with people from diverse backgrounds, displaying positive attitude toward helping others
  • Professional, friendly telephone, greeting and public speaking skills required.
  • Must be well organized, detail-oriented, accurate and able to handle multitasking with ease; able to courteously handle multiple visitors and phone calls simultaneously
  • Polished interpersonal skills required; must be able to work as an integral part of a team.
  • Demonstrated excellent customer service skills (internal and external customers).
  • Tact, diplomacy and the willingness to be helpful are essential.
  • Ability to follow job guidelines as provided in the Visitor Center Standard Operating Procedures and Customer Service Standard Operating Procedures Manuals.
  • Ability to discern when outside intervention with a 911 call is necessary.
  • Emotional intelligence and maturity – demonstrating adaptability, engagement and enthusiasm.
  • A good sense of humor

Special Job or Training Demands:

  • Ability to train and learn new software, currently Aptify
  • Ability to work evenings and weekend shifts.

Physical Requirements:

  • Must be able to perform physical activities, such as, but not limited to, occasionally lifting up to 20 lbs.
  • Visual and auditory acuity and physical mobility are required.
  • The ability to move between buildings on uneven ground and to use staircases in historical buildings without elevators is required.