Membership and Contact Center Assistant

This is a part-time position scheduled to work 25 hours per week. Must have the ability to work evenings, weekends and holidays.

Summary:

As part of the Missouri Botanical Garden’s Contact Center team, the Membership and Contact Center Assistant plays a crucial role in welcoming guests and helping them plan their visit. This position is responsible for sharing visitor and membership information, promoting upcoming events and Garden membership, processing ticket sales and memberships, and responding to questions by phone and email in our Contact Center and in person at the Visitor Center. This is a part-time position, working an average of 24hours per week, including some weekends and evenings.


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.
• Maintains a thorough understanding of all membership levels and employs sales techniques to successfully convert visitors to members, upgrades existing members to higher levels, and upsells additional items to match patron interests to offerings and 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 certain special events.
• 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 communicate sin 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.
• Must possess basic computer literacy and an adaptive and flexible attitude towards learning new technologies and troubleshooting in the event of technical errors.
• 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.
• Adheres to all health and safety policies/procedures.
• 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 to hire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.
• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.


Competencies:


• Communication – Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration –Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in imple