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Job Title: Guest Service Representative
Reports To: Director of Guest Services & Events
FLSA Status: Non-Exempt, Seasonal, Full-time
Schedule: (32+ hrs./wk.) Weekend and variable hours.
Date Last Approved/Revised: April 2017
Compensation: $12.00/hr.

Summary:

ECHO, Leahy Center for Lake Champlain is an innovative science center and lake aquarium located on Burlington, Vermont’s Waterfront. ECHO leverages its unique setting to inspire and engage people to become advocates for a healthier Lake Champlain. ECHO uses its numerous interactive exhibits and animal ambassadors to educate and delight about the Ecology, Culture, History, and Opportunity for stewardship of the Lake Champlain Basin. ECHO employees are expected to contribute to a productive, respectful workplace by modeling humor, communication, collaboration and accountability to our colleagues, animals and guests.

The full-time, seasonal Customer Service Representative creates a welcoming, inclusive and informative experience for all ECHO visitors. From guest arrival to departure, this role works with a close team of staff, volunteers and interns to provide excellent customer service through all aspects of the guest experience.


Supervisory Responsibilities: None

Job Duties and Responsibilities:
  Create a positive first impression of ECHO and our mission.
  Meet and greet ECHO walk-up guests, members and scheduled groups.
  Answer guest questions about ECHO.
  Serve as first point of contact for guest injuries or complaints.
  Provide information about ECHO exhibits, programs and gift shop merchandise.
  Answer general phone inquiries.
  Process admission, gift shop and membership sales.
  Open and closing procedures to include computers, cash drawer accounting and reporting.
  Sell ECHO products by explaining annual membership benefits and suggesting gift shop merchandise.
  Gift shop pricing and merchandizing.
  Make daily announcements about activities and public programs.
  Perform general reception duties (receive mail,keep front desk neat and organized, etc.)
  Other duties may be assigned.

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:
  Six months to one year of demonstrated customer service experience.
  Retail and cash-handling experience.
  Experience working in a fast paced, dynamic, customer-driven setting.
  Knowledge and interest in the ECHO mission.


Job Skills & Abilities:
  Cheerful, welcoming, professional disposition and can-do attitude.
  Comfort handling variety of tasks during the day.
  Adept at problem solving and addressing diverse visitor needs.
  Ability to calmly and confidently assist guests, members, volunteers, interns, full and part-time staff.
  Ability to operate cash register and learn ticketing system.
  Attention to detail, facility with numbers.
  Computer skills and ability to learn new programs and systems.
  Excellent written, verbal and organizational skills.
  Willingness to work regular weekend and holiday hours.


Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work is performed in an active public setting in our lobby, at our front desk and gift shop. The Customer Service Representative must be able to stand at the front desk and work at a computer for several hours at a time. The position also requires the individual to effectively communicate ECHO information and work regular weekend and holiday hours.

Application Instructions: ECHO is an Equal Opportunity Employer and welcomes resumes from individuals who will contribute to our diversity. Send resume and cover letter to ECHO Job Search. Please put Customer Service Representative in the subject line of the email and send to: jobs@echovermont.org.

Application Deadline: Monday, April 24, 2017


Job Title: Education Specialist
Reports To: Public Programs Manager
FLSA Status: Exempt
Date Last Revised: April 2017

Summary: ECHO’s mission is to educate and delight people about the Ecology, Culture, History, and Opportunity for stewardship of the Lake Champlain Basin. ECHO is a dynamic learning and teaching community committed to engaging diverse public audiences in dialogue; providing experiential, relevant and lifelong educational experiences to guests; and inspiring environmental stewardship of the Lake Champlain Basin. ECHO employees are expected to contribute to a productive, respectful workplace by modeling good humor, communication, collaboration and accountability to our colleagues, creatures, and guests.

The Education Specialist supports the development and delivery of the guest experience at ECHO, while specializing in the support and development of preschool audiences. Responsibilities include delivery of daily programs, floor management, coordination of seasonal festivals, and support of ECHO’s Early Science Initiative. The position ensures a high-quality educational experience by working closely with volunteers, interns, floor staff, and preschool partners. The successful applicant will be a dynamic presenter, detail-oriented, demonstrate strong interpersonal and program development skills, and have previous experience working with science content and early learners.

Supervisory Responsibilities: Supervise and mentor activities of education volunteers and interns to include; assigning, reviewing and evaluating daily tasks and project work.

Job Duties & Responsibilities:
  Coordinate volunteers, interns, and staff to deliver an outstanding daily guest experience.
  Deliver educational presentations and activities to guests ages 0 -100 with a special focus on preschool audiences.
  Work with the Public Programs Manager to create trainings and processes that facilitate the development of volunteer/interns.
  Work with the Education Team to develop new public presentations, early science programs, and festivals
  Help manage program materials and resupply of consumables.
  Work with other departments to coordinate and communicate floor and program needs.
  Assist in planning and delivery of public festivals.
  Assist in daily floor closure and clean-up.
  Greet and orient visitor groups.
  Maintain participant database and communications.
  Coordinate grant-related data, such as contact lists, program evaluations, and online analytics.
  Other duties and special projects assigned as needed.

This job description is not intended to be a complete statement of the position; it is intended merely to be a guide to the general work to be performed.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education & Experience:
  Bachelor's Degree in education or STEM field.
  2+ years experience building and delivering memorable learning experiences.
  Early childhood (ages 2 - 5) teaching experience.

Job Skills & Abilities:
  Exceptional public presentation skills.
  Knowledge of educational theory and practice, especially in informal science education.
  Fluent in Microsoft Office, Google Apps.
  Understanding of and ability to troubleshoot AV technology.
  Enthusiasm for working with learners of all ages.
  Experience in program development.
  Ability to work collaboratively in a dynamic team setting.
  Strong interest and skills in mentoring volunteers and interns.
  Excellent organizational skills.
  Strong interpersonal and written/verbal communication skills.
  Committed to ongoing cultural competence.
  Able to work a 40-hour/week schedule, including weekend and holiday shifts.

Schedule:
The position requires a Sunday - Thursday work schedule through the summer switching to a Tuesday - Saturday work schedule for the school year with occasional holiday shifts as part of a 40-hour/week commitment. This position and hours are guaranteed through September 15, 2019.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work is performed partially on the museum floor and in a regular office setting. The Public Programs Coordinator must be able to be physically active on the museum floor for several hours at a time. The position also requires the individual to effectively communicate subject matter to ECHO guests.

Salary: Commensurate with experience. Excellent benefits and professional growth opportunities.

Application Instructions: ECHO is an Equal Opportunity Employer and welcomes resumes from individuals who will contribute to our diversity. Send resume and cover letter to ECHO Job Search. Please put Education Specialist in the subject line of the email and send to: jobs@echovermont.org.

Application Deadline: Friday, May 12, 2017.