Spheres Visitor Experience Lead - Amazon

Under the direction of the Spheres & Understory Assistant Manager, the Visitor Experience Lead is responsible for scheduling and ensuring proper staff coverage and quality assurance within Amazon's Spheres and Understory locations. Responsibilities include modeling 5-star customer service, offering guidance to team members on day-to-day responsibilities and special projects, and responding to coverage needs as they relate to business operation. Hours of operation are 9:00 am to 6:00 pm Monday through Friday and 10:00 am to 6:00 pm on Saturdays. Schedules vary due to operating hours.

Location: Seattle, WA

Schedule: 7:30am-6:00pm (8 hr shifts) Monday- Friday and on select Saturdays 930am- 630pm. Schedules may vary due to operating hours.

Wage: $29.19- $32.28 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: http://www.nwcbenefits.com/

Key Responsibilities

Daily Operations

• Work with other Leads to provide daily, weekly, and monthly schedules for assigned teams, coordinating break coverage ensuring the best use of resources
• Check in with assigned teams on execution of daily responsibilities, and work alongside team members on the floor while modeling exceptional customer service standards
• Ensure appropriate staffing levels within the Spheres and Understory; make sure staff are onsite and prepared for operations at scheduled start times; communicate employee call outs to other leadership members and provide coverage as needed
• Support reporting through collection/analysis of program metrics
• Lead and participate in additional project related work, delegating as needed
• Become a subject matter expert in relevant building operations, including security access levels, facility procedures, vendor points of contact, and any escalation processes
• Maintain consistent inventory of all team technology and supplies
• Maintain and distribute uniform inventory as necessary
• Assist with new tasks, processes, or projects as needed to support evolving team requirements, other NWC divisions, and asks from Amazon partners; embrace change and demonstrate adaptability as business needs develop and shift

Team Support

• In collaboration with other Leads, ensure appropriate coverage for all necessary spaces through the creation and maintenance of monthly, weekly, daily, and lunch schedules
• Work alongside team members on the floor and desk as needed while modeling exceptional customer service standards
• Act as a subject matter expert and mentor, provide in-the-moment coaching for team members
• Assist staff in administrative and customer support expectations and procedures, both on the desk and on the floor across Spheres and Understory spaces
• Maintain current information on plants, exhibits, Amazon, campus history, events and customer service best practices in order to be a resource to assigned teams
• Contribute to a positive work environment; foster a spirit of teamwork and unity among team members
• Participate in interviews and hiring discussions
• Communicate with management to seek resolution to conflict and support overall team cohesion

Customer Experience

• Provide elevated customer support for visitors, community members, vendor partners, employees, and all guests entering both the Spheres and Understory
• Handle escalated situations with visitors, community members, vendor partners, employees, and all guests
• Maintain cleanliness and overall visual presence of lobby and work room storage ensuring it is cleaned, organized and stocked as necessary
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership
• Provide excellent customer service in all settings
• Solve problems creatively

Requirements

• Minimum 2 years of experience in customer service in museum, conservatory, or high-profile venue
• Experience in leadership preferred
• Advanced computer skills in MS Office
• 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; ability to connect with employees and the community
• An efficient, clear communicator capable of supporting diverse audiences
• Detail oriented, thorough, and accurate in all tasks
• Comfortable presenting and speaking informally to both large and small groups
• Ability to work various shifts during operating hours, including some nights and weekends
• A flexible, supportive team player, capable of bringing positivity to joyful and stressful situations alike
• 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 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
• Proficient with MS Windows, Excel, and Outlook e-mail
• Possesses strong conflict resolution, critical thinking and problem-solving skills
• Ability to write concisely and communicate effectively, both verbally and electronically
• Ability to manage changing priorities, meet deadlines and adapt to a changing environment
• Strong group management and customer service skills
• Adept in changing plans several times and/or at the last minute to support customer needs.
• High School Diploma or GED

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 (with or without mobility aids)
• 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.

About Northwest Center

When People of all Abilities Learn and Work Together, Everyone Benefits. The purpose of Northwest Center is to change society so that people of all abilities engage with each other fully in classrooms, workplaces, and the community. Legally structured as a 501(c)3 nonprofit corporation, Northwest Center is more broadly a "for-purpose" organization that uses and blends the best techniques of human services, business, and philanthropy in innovative ways.

As a social enterprise organization, Northwest Center proves to the world every day that employing people of all abilities can be a powerful competitive advantage. Northwest Center's businesses generate over $5 million annually that Northwest Center reinvests into human services while covering 100% of the overhead expense of the organization and building cash reserves for future sustainability.

Northwest Center's mission is to promote the growth, development, and independence of people with disabilities through programs of therapy, education, and work opportunity

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 jobs@nwcenter.org.

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.