NON-EXEMPT

Job Title: Customer Service Representative
Department: Guest Experience
Reports To: Vice President, Guest Experience and Security Operations
SALARY: $15.60 per hour

ROLE & LEVEL/GRADE: A2 / 2

SUMMARY

The Customer Service Representative answers inbound telephone calls, responds to guest & member emails, prepares any onsite collateral and performs general office and database duties to support the Guest Experience Department. Also assists with onsite sales and performs duties of Sales Ambassadors and Guest Ambassadors when required.

MUST BE AVAILABLE A MINIMUM OF 5 DAYS FROM 9AM-6PM or 10AM-7PM MUST BE AVAILABLE TO WORK ON WEEKDAYS, WEEKENDS AND HOLIDAYS.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Follows all museum policies and procedures
• Answers inbound phone calls, transferring calls as needed and answering inquiries from the public and our members in a professional and courteous manner; notes and delivers phone messages; tracks daily calls in a call log.
• Processes ticketing and membership transactions in Tessitura; opens and closes a daily batch for financial transactions.
• Troubleshoots web logins and assist members and guests with website navigation.
• Answers Feedback, Info and Ticket Center emails in a timely manner and reports any relevant information/feedback to management.
• Performs any administrative or clerical assignments needed for the day-to-day operations of the museum.
• Keeps up to date with museum happenings and exhibitions as informed by the Marketing team.
• Assists Guest Experiences staff at onsite and offsite events as needed.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Bilingual in English & Spanish preferred
• Good organizational and clerical skills
• Knowledge of office machines, including copiers and postage machines
• Knowledge of Microsoft Office, including Outlook, Word and Excel
• Good typing and data entry skills
• Pleasant and courteous telephone manner
• Professional and courteous written correspondence via email
• Ability to multi-task
• Needs to be available to work weekends and some holidays as needed

JOB QUALIFICATIONS/EDUCATION

• High School Diploma or GED required and least two (2) years’ experience in general office responsibilities and procedures or an equivalent combination of education and experience. Completion of some college classes preferred.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. During special events, the employee may be required to stand for extended periods of time. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those as employee encounters while performing the essential functions of this job. The working environment is both the interior and exterior spaces of the museum.

CLEARANCE REQUIREMENTS:

• Background clearance
• Drug screening as part of the Drug Free Workplace Program.