Call Center Supervisor, Guest Experience Operations

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization. 

Job Description:

Position Title: Call Center Supervisor, Guest Experience Operations

Position Type: Full time

FLSA Classification: Non-Exempt 

Division: Operations 

Department: Guest Experience Operations

Reports to: Associate Director, Guest Experience and Operations

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore innovative ideas and inspire action.

Position Summary:

As the Call Center Supervisor, Guest Experience Operations, you have tremendous influence in how our members and guests perceive the museum. You are literally “the voice” of Crystal Bridges and the Momentary by managing incoming phone and email inquiries and providing an exceptional guest experience to all. Supervising a team of two or more colleagues, the Supervisor will respond to all inquiries promptly, professionally, and accurately. You and your team will answer questions, make reservations, describe museum programs and exhibitions, process payments, and support the needs of many of our thousands of annual visitors. The Guest Experience Operations Call Center team will enhance the museum's reputation by ensuring each of our interactions exceeds our guests' expectations.

In addition, the Call Center Supervisor, Guest Experience Operations collaborates with other departments on museum-wide projects, maintains current reference and resource materials, and takes responsibility for successfully resolving customer experience issues. To best serve the needs of our members and guests, this full-time, regular position will work a Monday through Friday schedule and may assist with evening and weekend events as needed.

Principal Responsibilities:

• In conjunction with the Manager, Guest Experience Operations, execute an operational plan that is focused on creating an engaging guest experience.

• Lead and supervise the team that manages all incoming phone and email inquiries from museum members and guests

• Maintain work schedule for Call Center and Concierge Desk that ensures coverage during all museum hours

• Become a Tessitura “superuser” and train all new employees on use of the software

• Identify member and guest needs, clarify information and issues, make reservations, and resolve problems.

• Supervises up to, but not limited to, three staff, including the Museum Concierge and Call Center Associates, Guest Experience Operations.

• Ensure that all staff members working in the Call Center are following museum policies and procedures and providing an excellent customer experience

• Monitor call and email volume to ensure guests are responded to within one business day

• Ensure all Call Center transactions adhere to Payment Card Industry (PCI) compliance standards

• Become proficient in all aspects of Tessitura software and enter data accurately

• Act as the primary contact for communications and training with other departments regarding Call Center topics, including the Cisco Call Center and Tessitura software

• Assist in planning events, editing materials, and coordinating efforts in which the Call Center is involved

• Develop practices to ensure the best possible Call Center experience for members and guests, ensuring that all calls and emails are responded to within 24-hours of receipt

• Organize and run individual and group staff meetings as necessary

• Make decisions regarding