Description:
Customer Service Center Lead Responsibilities:
- Maintain a high level of professionalism and be a model of customer service. Handle complex customer service issues that arise. Know when to escalate issues, and who to escalate issues with. Be able to make time-sensitive decisions when management is not present. Support Customer Service Center Representatives as needed.
- Assist members, donors, and the general public with membership and general museum information by answering the Customer Service Center (CSC) phones, voicemails, emails, and helpdesk inquiries.
- Maintain a working knowledge of museum pricing, events, exhibitions, promotions, ticket releases, etc. Know our membership benefits and proper membership upsell language. Be able to answer any inquiry that comes to the CSC with ease.
- Use Tessitura ticketing software to sell tickets and memberships, reserve tickets, update constituent information, and process refunds and exchanges. Use the museum’s donor database to assist members with questions regarding their account and membership gifts and benefits.
- Provide technical support to visitors having issues ordering their tickets or accessing their online SAM accounts. Be familiar with TNEW, SAM’s online ticketing system. Know how to navigate our website, know where things are located, and how to guide others through.
Membership Lead Responsibilities:
- In collaboration with the Customer Service Center Visitor Experience Lead, maintain the CSC Membership Manual, Happy Fox Knowledge Base, and other documents pertaining to CSC Membership processes that CSC staff will be referencing on a daily basis.
- Train CSC and Visitor Experience (VX) representatives on Membership policies and procedures, ensuring they are informed and able to give up-to-date information to members and visitors. Conduct on the spot coaching and guidance to staff. Take initial corrective action for time-sensitive issues as they occur, letting management know immediately afterwards.
- Act as Membership specialist by providing best practices for the CSC and VX teams handling more complicated customer service issues and membership questions.
- Fulfill member duties on a daily/weekly basis such as, change of information requests, printing replacement membership cards, resending digital cards, and other duties associated with member requests.
- Works on-site, Sunday through Thursday, coordinating with the Membership Experience & SAM Fund Manager and VX Manager to ensure adequate coverage for CSC from M-Sun, 9 am to 5 pm and during times of increased volume.
- Attend daily pre-shift meetings with the VX team to provide membership feedback and updates, acting as liaison between departments. Provide weekly email round-up of inquiries that include most frequent questions, pending tickets, and escalated complaints to membership and VX management.
- Assist the Membership Experience & SAM Fund Manager with tracking on-site membership sales.
- Provide staffing support at membership and development events.
- Perform other duties & responsibilities as assigned.
QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
- High school graduate or the equivalent education/experience.
- 2+ years relevant customer-service driven work experience.
- Excellent oral and written communication skills; ability to communicate effectively and to project a professional image when giving and taking information in writing, in person, and over the phone.
- Demonstrated proficiency and accuracy using MS Office products, including Word, Excel, Access, Outlook, and other software programs.
- Ability to learn Tessitura, the museum’s database and ticketing platform, is essential.
- Experience with HappyFox or similar customer service helpdesk platforms.
- Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
- Ability to take initiative, work independently or as part of a team; ability to motivate self & prioritize tasks.
- Ability to work with close attention to both alpha and numeric detail and to maintain confidentiality.
- Ability to work with donors, members, the public, and co-workers professionally and tactfully, and support management decisions in a positive, professional manner.
WORKING CONDITIONS:
- Work areas are inside, in a climate-controlled environment with light background noise.