As a Senior Guest Service Representative, you create a welcoming first impression and 5-star visitor experience. You seamlessly pivot between tasks, and are able to quickly direct your focus to guests entering the lobby. You are attentive to all visitor communications, actively listening and/or closely reading in order to identify and address customer needs with enthusiasm. You are adaptable and flexible, you look for ways to improve the day-to-day operations of The Spheres, and you have a solutions-based approach to challenges and setbacks. You create process improvements and address upcoming needs and changes proactively.
   
As a Senior Guest Services Representative, you are a mentor on the team, assisting with the training of new employees, and acting as a resource for your peers. You are a go-to person for information of all kinds, including standard operating procedures and enjoy connecting people to information in order to fulfil their needs. You will be successful in this role if you are a dedicated team member, eager to positively impact team culture and the guest experience. This requires proactive communication, gauging when the space is busy, and adapting to provide support where needed. Being present, on time, and managing your schedule is key to the overall team's success You're quick to communicate needs to leadership and coworkers, or find solutions in high-volume and fast-paced situations. You are able to easily switch from check-in to providing coverage on the floor of The Spheres or in Understory as needed.
  
Hours of operation are 8:50 am to 5:50 pm Monday through Friday, and 9:30 am to 6:30 pm on the first and third Saturdays of each month. On these weeks, staff will work a five-day work week with their days off split between an assigned weekday and Sunday. Saturday availability is required. Additional night and weekend work may occur for special events.
 
Location: Seattle  
Schedule: 8:50AM – 5:50PM Monday- Friday and on select Saturdays 930am – 630pm. Schedules may vary due to operating hours.
Wage: Starting Wage: $25.24 per hour | Full Wage Range: $ $30.58 per hour What we can offer: 

• Competitive and affordable Medical (including hearing & hardware coverage), Dental, Vision, Disability, and Life Insurance 
• 17 Accrued Paid Time Off Days Annually
• Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company-Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Physical Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program

Check out the entire list of benefits Northwest Center has to offer here:  Key Responsibilities
   
Training & Administrative Support

• Assist Spheres Trainer in the training of new staff through appointed shadowings, and other training for new hires of Northwest Center @Amazon.
• Serve as point person for email verbiage, updating verbiage as needed to be approved by leadership and implemented for use by the Guest Services team.
• Create and maintain templates for use by The Spheres and Understory Team.
• Ensure all Guest Service Representative metrics are up to date and accurate.
• Pull and compile monthly RightCrowd metrics as directed by leadership.
• Manage self-guided tours by adding visible tours to the rubi-events@ calendar and the associated Tour Tracker.
• Manage and maintain Spheres and Understory Team IT equipment (laptops, tablets, etc.)
• Cross-trained to assist with Understory, and to greet and welcome all Understory visitors in a friendly, warm, professional and courteous manner. Be prepared to answer all questions related to current Understory exhibits as well as promote visitor engagement of current exhibits when coverage is needed.
• Advise on process improvement for guest check-in at The Spheres, including software updates and changes.
• Order and maintain supplies as directed by Spheres Leadership.
• Support special projects and varied tasks assigned by Northwest Center leadership.

Customer Experience

• Greet all visitors in a friendly, warm, professional and courteous manner. Provide a 5-star first impression for every visitor and email response.
• Respond to Amazon employee email to "Spheres-Reception" within 60 minutes of receipt providing an answer or informing the employee that the request is being addressed. 
• Help resolve any escalations with guests and visitors in a professional and polite manner.
• Support events taking place in the Spheres by pre-registering guests, assisting with visitor check-in, and providing ticketed coat check as requested.
• Facilitate communication between event requestors, the events team and key vendor staff, as necessary.
• Excellent customer service skills and the ability to multi-task in a dynamic environment, while always-remaining professional and friendly.
• Maintain situational awareness and close observation of each visitor and proactively help as necessary for a successful visit.
• Verbally welcome customers upon entrance.
• Act as the point of reference for guests & Amazon employees who need assistance or information.
• Be able to provide information regarding the Spheres as well as nearby places to eat and other landmarks to visit within the greater Seattle area.

Daily Operations

• Arrive in Guest Services Representative uniform. Launder as necessary to ensure a professional appearance.
• Utilize organization-specific computer programs to check-in guests and confirm validity prior to entering the Spheres. Issue loaner badges according to the specified operating procedure, as requested.
• Monitor and manage reservations for public access to the Spheres through Amazon's reservation management system.
• Manage the "Visit Spheres" email inbox and ensure all emails are responded to as soon as possible with a maximum response time of one business day.
• Maintain appropriate levels of reception forms and supplies.  Take weekly inventory and communicate to the supervisor when supplies need to be ordered.
• Be able to provide information regarding the Spheres as well as nearby places to eat and other landmarks to visit within the greater Seattle area.
• Track appropriate metrics as directed by a supervisor, manager, or director.
• Communicate with co-workers, supervisors, and managers using provided radios, instant messaging software and email.
• Immediately communicate escalations or facility issues through the appropriate channels, while ensuring visibility is provided to leadership.
• Attend and actively participate in all scheduled meetings and training sessions to maintain current information on the Spheres, Understory and Amazon-related topics and events.
• Immediately report any suspicious persons, calls and packages to Amazon Corporate Security, NWC supervisors and Amazon Global Real Estate and Facilities.
• Create trouble tickets for facility issues brought to your attention.
• Execute operational assignments during scheduled shifts while actively engaging with visitors and answering questions.
• Flexibility to meet program needs and special events which can include nights and weekend work.
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners. Is not change adverse and demonstrates adaptability as business needs develop and shift.

 
Requirements
   

• Individual Contributor with proficient knowledge of how to perform daily work. Typically has 9 months of related experience. Employee has basic knowledge and ability to perform the job, but some training may be required. Dedicated for internal promotions.
• Minimum 2-year customer service in an administrative service or high-profile venue preferred
• 3-6 months experience in The Spheres and/or Amazon reception preferred
• Desired Outlook, Lenel, RightCrowd
• Proven excellent customer service skills and the ability to multi-task in a fast-paced environment, while always remaining professional and friendly.
• Maintain good judgement in fast-paced environments and ambiguous/stressful situations; calm under pressure.
• Excellent interpersonal skills and the ability to successfully connect with employees and the community.
• An efficient, clear communicator capable of supporting diverse audiences.
• High energy and proactive in guest engagement.
• Detail oriented, thorough, and accurate in all tasks.
• Exceptional interpersonal skills and the ability to interact with the community.
• Comfortable speaking to large and small groups both informally and in presentational settings.
• Flexibility to work various shifts during operating hours, and to work some nights and weekends during operating hours.
• A flexible, supportive team player, capable of bringing positivity to joyful and stressful situations alike.
• Learn and retain new exhibit information.
• Ability to understand, interpret and follow Amazon's policies and procedures. 
• Maintains regular and consistent attendance and punctuality
• Maintains an attitude of flexibility and respect in all relationships with coworkers and leadership.
• Commitment to Northwest Center's mission of inclusion and ability to successfully work in a diverse environment.
• Ability to practice a high level of confidentiality without exception.
• Organized and thorough in planning and execution.
• Ability to write concise correspondence and effectively communicate verbally and electronically.
• Must be proficient with MS Windows, Excel, and Outlook e-mail.
• Ability to manage changing priorities, meet deadlines and adapt to a changing business environment.
• Strong group management and customer service skills.
• Adept in changing plans several times and/or at the last minute to support customer needs.
• Possesses strong conflict resolution, critical thinking and problem-solving skills.
• High School Diploma or GED required

 
 
Working Conditions & Physical Demands

• Ability to work in an environment with varying temperatures averaging between 72-76° F and a relative humidity level of 60%.
• Ability to navigate uneven terrain and stairs.
• Ability to stand or walk for extended periods of time, up to the entire duration of the shift.
• Ability to sit for extended periods of time, up to the entire duration of the shift.
• Ability to independently walk/move consistently within a 1.5 mile radius.
• Ability to see both distance and details at close range, within a few feet of the observer (with or without corrective lenses).
• Ability to identify and understand the speech of another person (with or without a personal auditory hearing device).
• Ability to read, write, speak and comprehend the English language.
• Ability to speak to visitors, staff and colleagues for the duration of each shift.
• Ability to use electronic communication devices including radios and telephones.
• Ability to work outdoors in various weather conditions to support special events and projects.
• Ability to work flexible hours including nights and weekends.
• The Spheres is a plant-dense environment with over 800 plant species. Pollen and varied fragrances are present in the air year-round.
• Amazon's campus is a dog-friendly environment with over 1,000 dogs on campus. You are likely to encounter dogs and dog allergens while at work.

 
 
Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at  At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together We believe that curiosity and critical thinking are essential to the dialogue and improving decision-making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture. To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal opportunity employer, including disability and veterans' status IND123