Visitor and Member Services Coordinator

Click here to learn about employee perks and benefits

Click here to see the Total Compensation Calculator

Application Process
Please watch our video here that walks you through each step of the application process.

This position is located at:

374 Airport Rd

Manteo, NC 27954

Primary Purpose of this Position:
The North Carolina Aquariums on Roanoke Island is seeking a dynamic, efficient, and enthusiastic individual to join our team as a Visitor and Member Services Coordinator. This position reports to the Aquarium Director, is a key member of the Aquarium’s Leadership Team, and has broad responsibilities for the Aquarium’s guest services, security and safety, and membership efforts.

The Coordinator must have demonstrated strong leadership skills, effective supervision/management abilities, and familiarity in admission processes with emphasis in communications, organization, attention to detail, time management, and ability to work seamlessly across departments.  This position must be comfortable in organizing, leading, recruiting, hiring, training, and managing guest liaison, admissions managers, cashiers, and security - all focused on providing an excellent level of customer service while supporting the Aquarium's mission. The position must be able to follow, enforce, and at times develop policies to include, visitor or member dispute resolution, staff relations, emergency first aid and safety, and other sensitive communication challenges – such as selling memberships, promoting educational programs, coaching, and monitoring employees.

The Coordinator must be able to seamlessly navigate working with the Leadership Team, the Aquarium, the North Carolina Aquarium Society and DNCR, as necessary, for maintaining excellence in cash handling, PCI compliance, customer care and customer service.
 
Key Responsibilities include but are not limited to:

• Supervising a full-time guest liaison, one or more full-time admission managers/cashiers, one or more full time security staff and part-time cashiers and security staff
• Ensuring that Aquarium visitors and members receive the best possible customer service and visitor experience
• Overseeing Payment Card Industry (PCI) compliance and training
• Coordinating administrative tasks, reports, and cash management of Visitor Services (Membership sales, Special Events and Special Activities sales)
• Providing customer service training for all Aquarium staff and volunteers
• Developing and coordinating visitor survey and evaluation programs
• Processing visitor requests for information
• Overseeing all or part of school and group check-in/orientation
• Coordinating, with the Education department, all or part of education program and fieldtrip check- in
• Overseeing building security and visitor safety efforts
• Managing lost and found
• Serving as liaison to the North Carolina Aquarium Society to bolster the Society’s presence through oversight of membership sales, programs, donations, and activities
• Providing flexibility and efficiency through personnel support to the Admissions and Office staffs
• Maintaining and adhering to an annual departmental budget
• Excelling in effective, friendly, and professional personal communications

Position/Physical Requirements:

• Weekend, evening, and holiday work will be required.
• Must meet DNCR Fleet Safety Guidelines and have ability to obtain and maintain a valid driver's license issued from within the United States or be able to obtain one within 90 days of employment.
• Must be able to lift and carry 50 lbs. 
• If selected for hire, a background check will be completed prior to first day of work. 

To receive credit for your work history and credentials, you must provide the information on the application form. Any information omitted from the application form, listed as general statements, listed under the text resume section, or on an attachment will not be considered for qualifying credit.
  
Management Prefers:

1. Experience using point of sale (POS) software and equipment in a Zoo, Aquarium, Museum, or other public or retail attraction venue.
2. Customer service experience to include answering visitor questions, responding to complaints and irate visitors, and effectively communicating with the public and staff.
3. Basic knowledge of creating accounting reports, banking, and maintaining a budget.
4. Experience supervising, leading and/or training to ensure policies and procedures are correctly followed.

Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See oshr.nc.gov/experience-guide for detail.

Bachelor’s degree from an appropriately accredited institution

AND

two (2) years of experience related to the area of assignment;

OR

an equivalent combination of training and experience. 

Section/Unit Description:
The North Carolina Aquarium on Roanoke Island is located in Manteo, NC, nine miles from the Atlantic coastline in Nags Head. The 61,000 square-foot facility is sited on 16 acres overlooking the Croatan Sound and houses over 2,200 animals. More than 280,000 guests visit the aquarium each year to see a large array of sharks, learn about sea turtle conservation, participate in a variety of programs, enjoy the beauty of the area, and learn why North Carolina's waterways are so special.Agency Description:

The North Carolina Department of Natural and Cultural Resources (DNCR)takes care of the things that people love about North Carolina. DNCR manages over 100 locations across the state, including 27 historic sites, seven history museums, two art museums, five science museums, four aquariums, 35 state parks, four recreation areas, dozens of state trails and natural areas, the North Carolina Zoo, the State Library, the State Archives, the N.C. Arts Council, the African American Heritage Commission, the American Indian Heritage Commission, the State Historic Preservation Office, the Office of State Archaeology, the Highway Historical Markers program, the N.C. Land and Water Fund, and the Natural Heritage Program. The Department’s vision is to be the leader in using the state's natural and cultural resources to build the social, cultural, educational, and economic future of North Carolina. Everyone is welcome. For more information, please visit www.dncr.nc.gov . We encourage you to apply to become a part of our team.

_____________________________________________________________________________________

The Department of Natural and Cultural Resources (DNCR) selects applicants for employment based on required education and experience and job-related knowledge, skills, and abilities without regard to race, religion, color, national origin, sex, pregnancy, gender identity or expression, sexual orientation, age (40 or older), disability, National Guard or veteran status, genetic information, political affiliation, or political influence.

We are an Employment First state, ensuring that people with disabilities have equal opportunities to succeed in the state government workplace.  DNCR supports pay equity for women, establish paid parental leave for birth, adoption, and foster care, and implement fair chance policies. Join a team that welcomes, values, respects and supports all members of our work community.
 

Application Process
Please watch our video here that walks you through each step of the application process.

Be sure to complete the application in full. Resumes may be uploaded with your application but will not be accepted in lieu of a fully completed application and will not be considered for qualifying credit.  "See Resume" or "See Attachment" will NOT be accepted. 
 
Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. 

Answers to Supplemental Questions are not a substitute for providing all relevant information within the body of your application. To receive credit for the supplemental questions, you must provide supporting information within the "Work Experience" section of the application, to support your answers.

If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date.
 
Due to the volume of applications received, we are unable to provide information regarding the status of your application over the phone. To check the status of your application, please log in to your account.  Upon the closing date, applications are "Under Review" and will be screened by Human Resources for the qualified applicants. The hiring process may take several weeks.  
 

Degree/College Credit Verification

Degrees must be received from appropriately accredited institutions.  Transcripts, and degree evaluations may be uploaded with your application.  If you have student loans, becoming a state employee includes eligibility for the Public Service Loan Forgiveness Program. Visit www.studentaid.gov to learn more.

Veteran’s and National Guard Preference

Applicants seeking Veteran’s Preference must attach a DD Form 214, Certificate of Release or Discharge from Active Duty, along with the state application.

Applicants seeking National Guard Preference must attach an NGB 23A (RPAS), along with the state application if they are a current member of the NC National Guard in good standing. 

Applicants who are former member of either the NC Army National Guard or the NC Air National Guard, with honorable discharge and six years of creditable service must attach a copy of the DD 256 or NGB 22, along with the state application.

ADA Accommodations

Consistent with the Americans with Disabilities Act (ADA) and the Pregnant Workers Fairness Act (PWFA), DNCR is committed to the full inclusion of all qualified individuals. As part of this commitment, DNCR will ensure that persons with disabilities, or known limitations covered by the PWFA, are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact the person indicated below.
 
Employment Eligibility It is the policy of the State of North Carolina and DNCR that all employees provide proof of employment eligibility (immigration and naturalization) on the first day of employment.   We participate in E-Verify (Employment Eligibility Verification System).

Sign On Bonus Eligibility

To be eligible for a sign-on bonus, the candidate must not have worked as a probationary, permanent, or time-limited employee in the last 12 months as an employee in North Carolina state government, including without limitation the judicial system, state executive branch agencies, and the university system, subject to the State Human Resources Act.

NEOGOV Technical Assistance

If you are having technical issues logging into your account or applying for a position, please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NEOGOV Help Line at 855-524-5627.

CONTACT INFORMATION:

 N.C. Department of Natural and Cultural Resources

Division of Human Resources

Mike Peele

109 E. Jones Street Raleigh, NC 27699
Phone:  919-814-6670

employment@dncr.nc.gov

Salary : $45,926 - $50,717