Part-time Reservations Associate

ABOUT NEW YORK HALL OF SCIENCE

Since its founding at the 1964-65 New York World’s Fair, the New York Hall of Science (NYSCI) has inspired millions of people — children, teachers, and families — by offering innovative, participatory ways to learn and encouraging people to explore their curiosity and nurture their creativity. Located in Queens, the most ethnically diverse county in the country, NYSCI welcomes 400,000 visitors each year and serves thousands more through outreach in schools, teacher professional development, and participation in a variety of public events and research initiatives.

NYSCI is a leader in the science museum field, recognized for its highly regarded exhibitions, programs, and products, all of which are informed by our inclusive, research-derived approach to STEM learning and engagement called Design, Make, Play. The defining characteristics of Design, Make, Play — open-ended exploration, imaginative learning, personal relevance, deep engagement, and delight — are the ingredients that invite broad participation in STEM and make engagement and learning irresistible. Through this transformative model for STEM exploration, NYSCI engages diverse communities of learners in STEM by fostering excitement for self-directed exploration and tapping into the joy of learning intrinsic to young people’s play. NYSCI has approximately 100 full-time and over 130 part-time and casual staff members.

POSITION OVERVIEW: The New York Hall of Science’s Visitor Experience team is a critical and integral part of NYSCI’s overall operations. NYSCI depends upon the talents and skills of this team to successfully accomplish its mission. Under the direction of the Reservations Coordinator and the Visitor Experience Manager, the Reservations Associate provides customer support for all business received through NYSCI’s call center and web presence. With an eye for detail, the Reservations Associate will assist with curating schedules and experiences for field trip bookings. They are also responsible for responding to members, group sales, and general inquiries through website-generated leads and by phone.

FUNCTION: The Reservation Associate will support the museum’s attendance and revenue targets by connecting visitors to the programs & services that will best serve their specific needs, while maintaining an awareness of NYSCI’s offerings.

PRINCIPAL RESPONSIBILITIES

The Reservation Associate is responsible for fielding incoming booking inquiries & pursuing marketing-generated leads for birthday parties, group field trips, general admission, membership, and other public-facing programs.

• Receive calls as a centralized call center and generate reservations for customers seeking field trips, sleepovers, general admission, membership, and more, demonstrating extraordinary customer service at all times.

• Perform outbound sales calls to pursue leads generated through web inquiry forms and other sources.

• Respond to leads generated via web inquiry forms by email.

• Maintain active awareness of NYSCI’s portfolio of offerings, occasionally reviewing museum content and meeting with department staff to understand how these offerings align with visitors' needs and wants.

• Perform administrative tasks related to the business units for which reservations are made, including payment processing, email coordination, data management, and other tasks as required.

• Collaborate and work closely with the Reservations Coordinator to:

• Meet quantitative and qualitative quarterly reservations goals

• Maintain and update detailed records of conversations using Excel and Outbound in a comprehensible way.

• Collect visitor feedback data to improve NYSCI’s offerings.

• Update tools and resources to maintain consistent messaging.

• Update the website for group operations as needed.

Work hours: Monday-Thursday 9 AM-5 PM. Fridays, Saturdays, & Sundays are required as needed. The schedule may change based on the need for coverage. 

SUPERVISORY RESPONSIBILITIES: None

QUALIFICATIONS

• 2 years of customer experience or a combination of relevant experience and education

• Creative writing ability to assist with responding to inquiries

RELEVANT EXPERIENCE AND SKILLS

• Must be able to communicate professionally through oral, written, and technological methods to a wide range of internal and external stakeholders.

• Must be able to work independently and in a team environment

• The ability to make sound decisions, demonstrate problem-solving skills, resolve customer issues positively, and deliver a high level of customer service must be demonstrated through written and oral interviews.

• Must have a flexible schedule and be available to work weekends, holidays, evenings, and special hours.

• Advanced knowledge of Microsoft Suite, POS, and Outbound or other CRM and SLA software is a strong plus.

• Must be able to sit for long periods of time

HOW TO APPLY: Applications will be reviewed on a rolling basis until the position is filled.

Please upload your resume and cover letter through our online careers page. Please note that while careful consideration will be given to each submission, the Museum will contact only those applicants whose knowledge, skills, and work experience best fit the requirements of the position.

The New York Hall of Science is an equal-opportunity employer committed to fostering an inclusive and innovative environment with the best employees. We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, military service, marital status, or any other protected status in accordance with applicable law. We support a drug-free workplace.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

We recognize that it is highly unlikely that an applicant meets 100% of the qualifications for a given role. Therefore, if much of this job description describes you, then you are highly encouraged to apply for this role.