Membership and Contact Center Assistant

Membership and Contact Center Assistant

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 is a full-time position that requires working weekends and some 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. 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.
• Assists with training and onboarding of new staff or seasonal team members..
• Participates in process improvement initiatives to enhance customer experience and operational efficiency.
• 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 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.
  
  

Core 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 implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability - Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues' concerns.
• Problem Solving - Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship - Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.

Education:

• High School Diploma or GED required.
• Bachelor's degree in communications, non-profit management, or relevant field preferred.

Computer Skills:

• Demonstrated proficiency with Microsoft Office suite (Excel, Word, and Outlook) required; ability to efficiently navigate across different software platforms.
• Experience with Tessitura or a CRM or point-of-sale system preferred.
• Experience with multi-line phone systems or Freshdesk shared email system a plus.

Physical Demands:

• Requires ability to answer and make a high volume of telephone calls and manage communication with members, donors, and volunteers.
• Ability to utilize computer keyboard (typing) and sit for extended periods of the work day.
• Must be able to lift and carry 20 pounds when transporting supplies and assisting constituents; occasional hands-on participation with event set-ups required.
• May be required to perform tasks at varying heights (i.e., step stool ladders, etc.).
• Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facility frequently throughout work day; frequent standing, reaching and stooping - 25% or more of the workday may be spent standing on feet.
• Ability to drive in all conditions; members' events take place at all sites within the Garden's family of attractions.
• Must be able to work both indoors and outdoors.

Work Environment:

• Divides time between an indoor office setting (shared work space requiring the ability to operate standard office equipment to include computer, copier, fax machines, and other equipment) and indoor front-facing Visitor Services desk.
• Ability to work outdoors in all weather conditions (i.e., humid conditions, temperatures over 100F as well as temperatures below 0F, in rain, snow and other inclement weather conditions as needed) during certain special events.
• Comfortable working in immediate proximity to general public and abiding by Garden safety protocols.

Contacts with Individuals/Organizations inside/outside the Garden:

• Institutional Advancement Division staff and volunteers.
• Visitor Operations, Education, Event and Horticulture Division staff and volunteers.
• Garden members, donors, visitors, volunteers and vendors.

Supervisor:

Supervisor, Contact Center