Amazon Spheres - Guest Experience Team Member
Description
The Amazon Spheres are a place where employees can think and work differently surrounded by more than 40,000 plants from the cloud forest regions of over 30 countries.
As a Guest Experience Team Member, you are excited to share what you learn (about plants, architecture, amenities, campus policies), you greet every guest, engage in conversations, and make everyone feel welcome. You are an active listener who connects people to information that meets their needs, answer questions they didn’t even know they had, and adds excitement and curiosity to their day. You will succeed in this role if you communicate with enthusiasm, passion and energy.
An individual who is successful in this role will not only have an eagerness to impact the guest experience, but also be committed to the team they work with. This requires proactively communicating with fellow staff on information and coverage for the space, gauging when the space is busy and adapt where staff support is needed, and supporting the check in process and line control. Being present, on time, and managing your schedule is key to the overall team’s success.
Location: Seattle
Schedule: Full-Time - Must be available to work a flexible schedule and work hours of operation to include weekends. Hours of operation are 8:50am-5:50pm Monday- Friday, and on select Saturdays. Schedules may vary due to operating hours
Starting Wage: $22.95 per hour | Full Wage Range: $22.95 - $27.22 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
- Provide a positive experience through engagement, information sharing and appropriate conversation by greeting all visitors in a friendly, warm, professional and courteous manner and ensure all standard operating policies and procedures are followed
- Anticipate guest and visitor needs by constantly evaluating environment and customers for cues
- Maintain situational awareness and close observation of each visitor and proactively help as necessary for a successful visit
- Act as the point of reference for guests & Amazon employees who need assistance or information
- Help resolve any escalations with guests and visitors in a professional and polite manner
- Acquire and maintain relevant knowledge of the plant life in the Spheres highlighting unique plants in the space. Be prepared to offer insight and speak to the concept, timeline and design of the Spheres
- Execute operational assignments during scheduled shifts while actively engaging with visitors and answering questions
- Cross trained to assist at the front desk during special events, high-traffic periods, or on an as-needed basis. Utilize organization-specific computer programs to check-in guests and confirm validity prior to entering the Spheres
- Support metrics gather to gather insight to overall program needs, this could include but not be limited to keeping counts of various interactions, counting guests in the space, or providing information to guests on survey requests
- Immediately communicate escalations or facility issues through the appropriate channels, while ensuring visibility is provided to leadership
- Facilitate the opening and closing of the Spheres, providing oversight of the space and ensuring it is clean, organized and customer-ready at all times
Requirements
- Minimum 1-year customer service in a museum, theme park or high-profile venue preferred
- Excellent interpersonal skills and the ability to successfully interconnect with employees and the community
- Flexibility to scheduling to meet program needs and special events which can include nights and weekend work
- Maintains an attitude of flexibility and respect in all relationships with staff and leadership
- Demonstrates impeccable composure and ability to thrive in ambiguous situations
- Maintains a calm demeanor during periods of high volume and unusual events
- Maintains regular and consistent attendance and punctuality
- Ability to communicate with co-workers, supervisors, and managers using provided radios, instant messaging software and email
- Comfortable presenting to large and small groups both conversationally and in a presentation
- Applies critical thinking through connecting ideas, spotting errors and/or inconsistencies, and makes the best decision at hand
- Reading, writing and oral proficiency in the English language
Working Conditions & Physical demands
- The position requires standing for long periods of time up to the entire length of the shift
- Humidity and temperature conditions may vary in order to maximize the plant life in the space. The temperature of the Spheres is maintained between 70 and 75 degrees with an average humidity of level of 60%
- Must adhere to dress code and be conscientious about personal hygiene
- The space is inhabited by various plant life; individuals with plant allergies may not be the best fit.
- Ability to speak to visitors, staff and colleagues for the duration of each shift
- Ability to walk consistently within a 1.5 radius is required. Walking up and down stairs is required when roving the space and assisting customers
- Must be able to frequently carry and lift items up to 50 pounds
- May need to carry supplies to other buildings
- This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit
About Northwest Center
Northwest Center (NWC) is an ambitious, dynamic, and driven social enterprise organization that operates successful businesses to drive societal change. We are focused on our collective North—a world where all children have equitable access to education, and the employment rate for people with disabilities is the same as the general population. Since its inception in 1965, Northwest Center has built and acquired a portfolio of commercial businesses to fuel our mission of disability inclusion and enable our journey North.
Northwest Center has been a vendor at Amazon for over two decades. The NWC @ Amazon division has grown to over 300 employees, providing a wide variety of customer service support on Amazon’s thriving campuses throughout the nation. Our team works in a unique, fast-paced corporate setting on Amazon’s campuses to provide first-rate customer service-focused programs to our clients while also generating revenue that funds Northwest Center’s mission of inclusion
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 [email protected].
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.
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