Guest Correspondence Associate

Position Summary

This position is responsible for greeting and assisting callers, including members and guests, answering a wide range of questions, processing transactions, and providing exceptional customer service. This position serves as a point of contact for both Member Services and guest inquiries, responding to phone calls, emails, and in-person requests related to guest experience, membership, events, and general information The Florida Aquarium (TFA). This position requires strong multitasking skills, attention to detail, and a flexible schedule that includes weekends.

Essential Position Functions

• Serve as a primary point of contact for inbound communications to Guest Services (e.g., phone, email, etc.)

• Answer incoming calls, transfer calls as needed and deliver messages via email
• Respond to general questions about Aquarium programs, products, events, hours of operation, directions, parking information, dwell time, animal collection, and other guest experience inquiries
• Calmly and professionally assist guests in stressful situations, handling refunds, rescheduling inquiries, and other guest-related transactions
• Maintain the Aquarium's general and membership email inboxes, responding to inquiries and forwarding messages as appropriate
• Promptly return voicemails, emails, requests, and any other inquiries, providing status updates as needed
• Assist in training Guest Service Associates rotating into guest correspondence on days this position is not scheduled to work
• Oversee and maintain accurate data entry and membership fulfillment processes for on-site, phone, and online transactions
• Maintain organized files and records for membership and guest correspondence activities
• Promote and sell Memberships and Added Value Experiences (AVEs) in the lobby, over the phone, and at off-site events as needed; eligible to earn commissions on qualifying sales
• Update and maintain Guest Correspondence Manual, records, and reports, documenting key information for team member reference
• Record informational material for reception information logs and share recorded information with Guest Services, Marketing, Business Intelligence, etc.
• Produce a weekly summary of guest correspondence by topic and type, identifying trends and recurring themes
• Communicate urgent guest inquiries, requests, and concerns to appropriate team members and provide timely updates to support coordinated resolution
• Work closely with Business Intelligence and TFA Receptionist to identify aligned guest feedback trends
• Perform a variety of complex administrative and clerical functions in accordance with established procedures (e.g. database maintenance projects, coordinate and schedule meetings, etc.)
• Collaborate with Guest Services to provide extraordinary customer service and ensure a seamless, high-quality experience for all Aquarium members, guests, and internal customers
• Serve as liaison for guests requesting to speak with a team member or specific department
• Interact with vendors, team members, guests, members, job applicants, and board members as required
• Assist with various projects and tasks as assigned by both Membership and Guest Services teams
• Adhere to all Florida Aquarium guidelines for cash-handling personnel
• Embrace and actively demonstrate TFA's Core Values, ensuring they guide daily decision-making, professional conduct, and collaboration across all teams
• Support TFA's Shared Purpose by participating in a Conservation Day of Action shift on an annual basis
• Other duties as assigned

Education Requirements and Technical Skills

• High School Diploma or GED equivalent required.
• Minimum of two years of experience in customer service, retail, ticket sales, or as a receptionist/switchboard operator.
• Familiarity with database software (e.g. Altru/Ticketure POS) experience preferred.
• Proficiency in Microsoft Office software (Outlook, Word and Excel).
• Typing skills of 45 wpm minimum.
• Bilingual or proficiency in Spanish is a plus.

Competencies

• Customer Focus - Demonstrates courtesy, cooperation and friendliness with staff, volunteers and customers. Actively listens, anticipates and evaluates the customer's needs. Ensures that customer satisfaction is a priority in all areas of responsibility. Actively engages our customers while fulfilling job responsibilities.
• Interpersonal Skills/Teamwork - Demonstrates the ability to work collaboratively within a team and across departments for organizational success. Demonstrates a positive attitude and initiative, seeks to understand before being understood. Fosters a positive, supportive and encouraging work environment. Demonstrates respect for other's opinions, trusts in their abilities and recognizes their contributions.
• Professional/Technical Knowledge - Remains current on developments in the field within and outside the organization; maintains proficiencies.
• Customer Service Orientation - Listening and understanding the customer (both internal and external) and anticipating and evaluating the customer's needs; making the customer's satisfaction a high priority in all areas of responsibility.
• Judgment - Deciding on and committing to an action on the examination of the facts at hand; finding creative solutions to situations and opportunities that arise; taking strategic risks when necessary.
• Teamwork - Supporting, facilitating, and participating in activities that promote team effectiveness; demonstrating sensitivity for the feelings and needs of team members and supporting team goals.
• Concern for Detail - Pays attention to every portion of any task, down to the smallest item
• Initiative - Taking actions to achieve goals; self-starting and proactive; asserting oneself to support others in the achievement of their goals; originating action rather than responding only to the actions of others; anticipating the needs of both internal and external constituencies.

Typical Physical Requirements

• Sitting (up to 8 hours per day)
• Standing / Walking (up to 4 hours per day)
• Lifting / Carrying (up to 15 lbs.) - Occasionally
• Bending/Stooping/Squatting - Occasionally
• Climbing stairs - Occasionally
• Reaching above shoulders - Occasionally
• Kneeling/Pushing/Pulling - Occasionally
• Using hands for repetitive movements - Both left & right
• Computer usage (typing and monitor viewing) for extended periods
• More than normal talking (in person and telephone)
• Excellent vision for proofing and detail work
• Coping with demands (stresses that are associated with the job and/or the work environment) so that acceptable levels of performance and overall contribution are maintained
• Potential exposure to marked changes in temperature and humidity
• Flexibility in working weekends, evenings, and holidays as needed