Job Specification

Purpose of Position :

•To promote and process the sales of OSC admissions, pre-registered programs, OMNIMAX films, events and memberships offered by the OSC to organizations, groups and individuals while providing a high level of customer service.
•To provide booking services, assistance, and information to OSC customers including the general public, members, schools and teachers, recreational groups, tour operators and others
•To act as the initial contact for the Ontario Science Centre (OSC) and as a liaison between internal and external clients and stakeholders

Duties / Responsibilities :

Reporting to the Manager, Sales and Contact Centre, the position contributes to targets for attendance, customer service, revenue and the overall achievements of the Ontario Science Centre by:

1.Providing individual and group sales and booking services and promoting the OSC's offerings by receiving and responding to booking and information requests from customers via phone, email, fax, in person, and online.

2.Promoting and providing information on memberships, education and recreation programs, public programs and events, exhibits, and films which fulfill the clients' needs.

3.Booking and confirming all reservations for OSC, OMNIMAX and pre-registered programs via phone, e-mail, online or in person.

4.Advising customers and internal clients on booking procedures (including assisting in set-up of ticketing for events), pricing and policies (e.g. parking, supervisors, modifications, cancellations and method of payment) and upholding these policies.

5.Providing assistance to customers in their selection of exhibit halls, lectures, programs, workshops, events, films and membership options by giving details of programs and in the case of school bookings explaining their relationship to the Ontario curriculum, and to age, grade level, and needs of customers by upselling programs, combination packages, workshops, films, and other special offerings.

6.Recommending to Manager additional OMNI shows if necessary (ie. Opening 10am films to accommodate needs).

7.Providing information on accessibility in accordance with the Access for Ontarians with Disabilities Act (AODA), and provide TTY or Call Relay services for those customers who request it.

8.Entering all sales and bookings into the computer system, ensuring the appropriate price, confirming the booking or providing alternate dates/times and handling and processing modifications to bookings.

9.Manually checking booking/data entry errors and running computer error checking protocols to identify and correct mistakes in the booking/data entry process (ie: children getting booked into adult programs, double bookings, incorrect address or date, etc) which can occur due to the large number of offerings and amount of data collected.

10.Maintaining and updating databases to check for errors and redundancies.

11.Preparing and sending booking confirmation packages, program and information packages, pre-visit packages for school and tour groups, membership packages and packages regarding demonstrations, films, special events, maps, etc.

12.Proactively removing and resolving calls from the voice mail system, responding to customer e-mails using standard templates and custom design as directed by Supervisor/Manager, using customer contact tracking system to receive, log, and respond to customer calls, faxes, mail, email, and in person information requests and inquiries;

13.Scheduling and verifying the successful completion of the fax, mail, email confirmation and program information packages and film guides, curriculum documents and other customer information and added value material.

Staffing and Licensing :

N/A

Knowledge :

Position requires knowledge of:
•OSC programs, membership, promotion coupons, special events, exhibits, demonstrations, OMNIMAX films and times, and current/upcoming events in order to explain pricing and admission policies and procedures and promote offerings to potential and current clients.
•Select computer systems, fax process, email, telephone systems, photocopier and database programs sufficient to answer requests, to perform inputting functions, make modifications to bookings, retrieve booking information, and prepare confirmations.
•Database back-up procedures to maintain backup records in case of loss of information data.
•Records management practices for both hard copy and computerized records to maintain the records system that allows for retrieval of information to meet management needs.
•Customer service principles and techniques in order to meet client needs, to resolve problems and to act as the main point of contact for inquiries.
•The formal Ontario school curriculum (K-12) sufficient to appropriately route calls and/or give advice to teachers and to recommend appropriate program offerings to support curriculum needs.
•TTY and Call Relay process and procedures and Accessibility for Ontarians with Disabilities Act.
•The Ontario Science Centre's policies, procedures and prices as they relate to the full range of programs and bookings and to all customer groups

Skills :

This position requires:
•Up-selling, cross-selling and promotional sales and marketing skills and customer service skills to promote the OSC programs, events, memberships and services and sales to increase revenue opportunities
•Excellent oral and written skills in order to clearly respond to and assist customers.
•Accuracy, attention to detail and efficiency in inputting, processing and scheduling large volume of requests, bookings and data.
•The ability to multi-task and handle multi-functional variables to correctly process requests (eg: different types of programs, dates, locations, events, dates, added services, overnight offerings, summer programs, ages and educational levels, group rates, specials etc. which create almost unlimited combinations of services that need to be booked and priced).
•Reasoning skills to analyze customer needs, availability of programs, equipment, resources, dates, location, and potential conflicts or restrictions on availability of programs or events by assessing combinations of variables in order to identify appropriate solutions
•Computer skills with recordkeeping systems to extract historical and current data for reporting purposes

Freedom of Action :

Position requires working in accordance with Ontario Science Centre directives, manuals, established guidelines, booking procedures and policies. Job requires discretion when providing detailed responses to queries and selecting relevant films/programs suitable to the customer's request.

Job requires determining suitable alternatives and promoting other OSC offerings. Position requires judgment in recommending films and programs to customers and assessing potential refunds. Work is performed under general supervision, but position is expected to carry out all Contact Centre support activities. Position requires organizing and prioritizing own activities to provide customer services in response to queries. Unusual situations or technical difficulties are reported to Supervisor or Manager. Position is expected to respond to clients' requests in timely fashion and make appropriate decisions based on knowledge of OSC's operation.

Position requires working within OSC/branch guidelines and procedures related to the delivery of customer services, promotions and up-selling, and within established practices and procedures for operation and use of computer equipment. Position requires making recommendations on procedures or practices to improve or enhance systems (including website and e-commerce) and processes.

Work is reviewed for timeliness, quantity and quality of service delivery through monitoring of service. Errors in inputting and extracting information in the database computer system will have an impact in financial costing and business relationship.