Call Center Reservation Registrar

This is a union position.

The Call Center Reservation Registrar is responsible for assisting customers with reservations for educational programs, groups, field trips, events and miscellaneous reservations. This includes all arrangements for a customer’s visit: phone and/or email contact with the customer, reserving order details, entering order details into the ticketing system, follow-up communication with customer, and maintaining all necessary paper and electronic documentation and back up for each order.  Also responsible for providing expertise and support into all call center processes and providing documentation and reports on reservations as needed.

Qualifications

Knowledge, skills, and abilities:

-Knowledge of Ticket systems, ability to use system effectively

-Understanding of basic computer software and willingness and ability to learn new software

-Excellent interpersonal, communication, organizational and phone presentation skills

-Ability to work in a team environment and independently; ability to juggle multiple tasks simultaneously

Education and Experience:

-1 to 2 years of experience in customer service/call center environment

- High school graduate

- Experience with cash handling

Work Schedule: Weekend and weekday availability required.

PHYSICAL REQUIREMENTS: The ability to be stationary at times and mobile at other times is required. Ability to communicate with visitors, staff, and external guests in a clear and understandable manner. 

Principal Accountabilities

1. Responsible for assisting phone, Internet, and on site visitors with advanced reservations. Demonstrates proficiency in all areas of Ticket System, Excel databases/spreadsheets, and resources for tracking and sharing information.
2. Maintains the highest level of customer service, efficiency and timeliness for inbound/outbound calls and Internet inquiries. Stays current on all reservation-related program offerings. Remains knowledgeable of all aspects of Carnegie Science Center events and offers. Is able to access CSC Building Schedule, Special Events and other network communicated documents to remain current and knowledgeable of events to communicate information to customers.  Takes part in the planning process for new events, programs, and marketing materials, providing feedback and guidance from customers’ perspective.
3. Works closely with other registrars and other team members to ensure efficient processing of reservations & preparation for day of visit. Recognizes potential conflicts and work with customer and appropriate CSC staff to resolve issues prior to visit.
4. Takes payments for reservations and process orders in a timely manner. Ensures customer receives confirmation and materials needed for day of visit. Confirms all aspects of the visit with the customer and communicate the customer’s responsibilities for a successful visit.  Provides assistance to customers who qualify for grant-funded programs.
5. Maintains excellent relationships across departments with staff in facilities, visitor experience, visitor services, marketing, security, food service, retail, special events and education programs to ensure accurate information, good cross-departmental communication, timely response to customer concerns and seamless visitor experience.
6. Performs functions of Group Check-in, Group Greeting and Reception.
7. Maintains customer call lists and feedback and communicate customer concerns to supervisor.  Utilizes electronic reporting software to compile and distribute needed reports.
8. Maintains current paper and electronic records of customer contacts and reservation records. Monitors accurate information for completed reservations; follow up calls and urgent contacts. Ensures timely resolution of customer requests/concerns and frequent communication of issues to supervisors.
9. Position may include creation and maintenance of electronic materials necessary to manage and track customer reservations.  Position may also include oversight of weekly distribution of information pertaining to upcoming group visits.
10. Performs other duties as assigned.
11. Nurtures a love for science by being conversant regarding current scientific advancements through the maintenance and strengthening of personal knowledge and awareness through reading, participation in professional development and taking advantage of opportunities presented with CSC.

The following PA Act 153 clearances, or proof of application of clearances, are required beginning employment and as a condition of continued employment: Pennsylvania Child Abuse History Clearance Pennsylvania State Police Criminal Record Check FBI Fingerprint Criminal Background Check Obtaining the required clearances is completed as part of the new hire process.

Carnegie Museums is an Equal Opportunity-Affirmative Action Employer – Minorities / Females / Veterans / Individuals with Disabilities / Sexual Orientation / Gender Identity

The above job description reflects the essential functions and qualifications for the position identified, and shall not be construed as a detailed description of all the work requirements that may be inherent in the position. The job description does not constitute an employment contract and does not alter the at-will relationship between CMP and the employee.   

*GUIDANCE ON ESSENTIAL FUNCTIONS:   The Americans with Disabilities Act (“ADA”) requires employers to consider and accommodate qualified individuals with disabilities.  An individual is qualified if he or she can perform the essential functions of a job with or without reasonable accommodation. An essential job function is any task that is a fundamental part of the job.  When considering essentiality, one must focus upon whether the function is essential to this particular job and not to the department as a whole. Some additional guidance on essential functions follows below.  Please note that the following guidelines are non-exhaustive.  If you have any questions or need additional guidance, please contact Human Resources. A. Is the function required to be performed on a regular basis? If the function is rarely performed, it may not be essential. B. Is the function highly specialized? Is the incumbent hired for his/her expertise or ability to perform the function?  The need for special expertise is an indication of an essential function. C. Does the position exist, at least in part, to perform the function?  If so, the function is more likely to be essential. D. How much time is spent performing the function and how often?  Note that even functions performed 10% of the time could be essential if they are required on a regular basis. E. Would elimination of the function fundamentally alter the job?  If so, the function is more likely to be essential. F. What are the consequences of not requiring the incumbent to perform the function? If they are significant, the function is more likely to be essential.  G. Are there a limited number of employees among whom the performance of the function could be distributed if the incumbent could not perform it?  If so, it is more likely to be essential.