Membership and Contact Center Assistant

Membership and Contact Center Assistant (Part-Time <20hrs)

Summary:
As part of the Missouri Botanical Garden’s Contact Center team, the Membership and Contact Center Assistant role is key in creating positive and engaging experiences for Garden members and guests through exemplary patron service. This position is responsible for sharing visitor and membership information; promoting upcoming events; selling memberships; processing ticket sales, memberships, donations, and event registrations; and responding to questions by phone and email in our Contact Center and in person at the Visitor Center. This position troubleshoots and resolves customer service issues across multiple systems, ensuring accurate and timely resolution. This part-time position works an average of 8-16 hours per week, including some evenings and weekends.

Essential Duties and Responsibilities:
• Provides members, visitors, and potential visitors with the most up-to-date information regarding Garden grounds, amenities, classes, and events on the phone, by email, and in person.
• Maintains a friendly and professional demeanor and resolves guest issues calmly while working in a dynamic environment. Directs inquiries that require escalation and reports on areas of ongoing concern appropriately.
• Processes ticketing and membership transactions. Locates and updates constituent records with correct contact information in the Tessitura CRM. Resolves order and account issues including ticket exchanges, refunds, password resets, duplicate records, and data errors.
• Answers the Garden’s general email inbox via Freshdesk software and utilizes Mitel Tools to manage incoming phone/switchboard calls.
• Provides digital membership card delivery and support through Cuseum system.
• Processes event and class registrations, as well as group sales ticket orders and accessibility requests in Tessitura.
• Maintains a thorough understanding of all membership levels and employs sales techniques to successfully convert visitors to members, upgrade existing members to higher levels, and upsell additional items to meet revenue goals.
• Accurately processes credit card and check transactions and completes financial protocols associated with opening and closing procedures.
• Assists with administrative tasks when in the Contact Center, including membership fulfillment, restocking supplies, and data cleanup projects as assigned.
• Works at the membership sales station at three annual festivals and public events across the Garden’s three locations.
• Collaborates with internal departments to resolve cross-functional issues related to events, memberships, education classes, group tours, donor records, and admissions.
• Adheres to all applicable safety standards and reports all accidents, injuries, and near-miss accidents immediately to supervisor and/or safety and security staff.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors, volunteers, and the public.
• Performs other duties as assigned.

Qualifications/Experience:
• Minimum of one (1) year experience in a museum, box office, customer service, retail, or fundraising setting required.
• Proficient experience with a point-of-sale/ticketing system or CRM preferred. Experience with Tessitura, Freshdesk, or advance phone systems a plus.
• Scheduling flexibility that allows routinely working weekends, holidays, and some evenings required.
• Excellent communication and interpersonal skills; positive, energetic, and friendly demeanor.
• Capable of juggling many tasks and maintaining focus and a professional attitude while serving large numbers of callers and visitors.
• Ability to quickly compose clear and professional written responses to member and visitor emails.
• Demonstrated proficiency with computer applications and an adaptive and flexible attitude towards learning new technologies and troubleshooting in the event of technical errors.
• Must possess effective problem-solving skills and the ability to think critically to resolve a variety of customer service issues across multiple systems efficiently.
• Willingness to work as part of a team required; proven ability to work collaboratively with internal team members for the purposes of achieving goals/objectives.
• The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior