Description:
Member Services Associates at the Fine Arts Museums of San Francisco are responsible for providing excellent customer service and advancing the Museums’ industry-leading membership program, which supports over 100,000 member households. The staff handles a high volume of diverse requests and is expected to be a resource for all patrons who contact the department. The objective of this position is to provide outstanding and courteous white-glove service, ensure a high level of customer satisfaction, and provide support for the membership department at large.
Typical Duties and Responsibilities:
- Supports Membership’s multi-channel communications by providing customer service to all members and potential members by phone, email, and mail. Takes phone orders for new, renewing, upgrading, and gift memberships.
- Uses ticketing and CRM databases (such as Acme, Ticketure, and Salesforce) to assist members with inquiries, record interactions with members, provide full service ticketing and membership sales, update member contact information, and fulfill benefits.
- Coordinates with internal receptionists, museum store staff, off-site call center agents to research and resolve problems with membership payments, inquiries, and errors. Coordinates with the Data Services team to ensure correct processing and application of gifts, record information, and complete membership adjustments as needed.
- Disseminates up-to-date and helpful information via phone about membership benefits, exhibitions, events, promotions, and policies to members and the public.
- Composes accurate and informative written communications regarding membership benefits, exhibitions, events, promotions, and policies to members and the public. Identifies frequently asked questions over phone and email, and creates replies to existing scripts and training materials to keep membership knowledge base relevant.
- Coordinates with internal teams and external vendors to verify and reconcile payments between Data Services, Membership, and Accounting. Follows up on duplicate payments, underpayments, charge backs or other transaction errors to rectify any payment issues with members.
- Sells gift memberships, prepares gift membership packets, and fulfills requests for complimentary memberships using membership transaction systems. Assists with other Membership and Development department mailings as needed.
- Supports membership revenue goals and stewardship strategies, including but not limited to thank-you campaigns, membership upgrades, purchases, and renewals, and museum fund gifts.
- Compiles, tracks, and reports Member Services activities to the Membership Supervisor to help track workload, identify areas of success, and areas where improvements can be made.
- Maintains customer service files and performs other filing duties. Maintains office supplies and collateral for the Membership department by taking inventory and ordering restock as needed.
- Provides assistance with user acceptance testing and implementation support with Acme, Ticketure, Salesforce, and other new systems as needed. Logs tickets and trouble shoots issues with Data Services, ITm ACME, and Ticketure .
- Supports the ongoing analysis of current and industry standards for membership benefits, events, and communications; offers insights for improvements.
- Supports cross-departmental initiatives and works collaboratively with various internal stakeholders and departments to increase the effectiveness of membership initiatives and awareness throughout the institution.
- Resolve high-touch calls and cases forwarded by call center agents, Receptionists, and Visitor Experience, intelligently and empathetically; as needed, with support from the Membership Supervisor.
- Proactively works on administrative tasks to keep membership calendars and goals up to date on project management platforms.
- Support membership and development events.
- Performs other duties as assigned.