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Customer Service Center Lead, Membership

Seattle Art Museum
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CUSTOMER SERVICE CENTER LEAD, MEMBERSHIP

OVERVIEW: Provide exemplary customer service to SAM members, donors, ticket buyers, visitors and the general public over the phone, through email and onsite. Co-Supervise Customer Service Center operations on behalf of the Membership Department. 

SAM is dedicated to racial equity and strives for employees, volunteers, and interns who are passionate, qualified, and offer diverse perspectives. SAM prioritizes racial equity in the workplace because we know that people of color are the most impacted when it comes to inequities. We are particularly interested in engaging with historically under-represented groups in the museum field as we strive to be inclusive and equitable. SAM is responsive to cultural communities and experiences, and our strategic plan goals address the role art plays in empowering social justice and structural change to promote equity in our society.

FLSA STATUS: Non-Exempt                               

REPORTS TO: Membership Experience & SAM Fund Manager

HOURS: Full Time (Sunday-Thursday)

COMPENSATION: $18.69-$22.07 DOE

BENEFITS: Full time employees are covered by medical, dental, vision, basic life insurance/LTD/ AD&D. Employees are able to enroll in our company’s 403b plan. Employees will also receive ten days of sick leave and ten days of vacation leave every year, twelve paid holidays and one floating holiday throughout the calendar year. Additional benefits include subsidized transportation (ORCA business passport), access to fitness facility, and museum membership.

ESSENTIAL FUNCTIONS:

Customer Service Center Lead Responsibilities:

  1. Maintain a high level of professionalism and be a model of customer service. Handle complex customer service issues that arise. Know when to escalate issues, and who to escalate issues with. Be able to make time-sensitive decisions when management is not present. Support Customer Service Center Representatives as needed.
  2. Assist members, donors, and the general public with membership and general museum information by answering the Customer Service Center (CSC) phones, voicemails, emails, and helpdesk inquiries.
  3. Maintain a working knowledge of museum pricing, events, exhibitions, promotions, ticket releases, etc. Know our membership benefits and proper membership upsell language. Be able to answer any inquiry that comes to the CSC with ease.
  4. Use Tessitura ticketing software to sell tickets and memberships, reserve tickets, update constituent information, and process refunds and exchanges. Use the museum’s donor database to assist members with questions regarding their account and membership gifts and benefits.
  5. Provide technical support to visitors having issues ordering their tickets or accessing their online SAM accounts. Be familiar with TNEW, SAM’s online ticketing system. Know how to navigate our website, know where things are located, and how to guide others through.

Membership Lead Responsibilities:

  1. In collaboration with the Customer Service Center Visitor Experience Lead, maintain the CSC Membership Manual, Happy Fox Knowledge Base, and other documents pertaining to CSC Membership processes that CSC staff will be referencing on a daily basis.
  2. Train CSC Representatives on Membership policies and procedures, ensuring they are informed and able to give up-to-date and accurate assistance to members and visitors. Conduct on the spot coaching and guidance to staff. Take initial corrective action for time-sensitive issues as they occur, letting management know immediately afterwards.
  3. Act as Membership specialist by providing best practices for the CSC and frontline Visitor Experience teams handling more complicated customer service issues and membership questions.
  4. Assist the Membership Experience & SAM Fund Manager with tracking on-site membership sales.
  5. Handle daily and weekly tasks including change of information requests, printing replacement membership cards, resending digital cards, and other duties associated with member requests.
  6. Works a Sunday through Thursday schedule, onsite, coordinating with the Membership Experience & SAM Fund Manager and Visitor Experience Manager to ensure adequate coverage for CSC from M-Sun, 9 am to 5 pm and during times of increased volume.
  7. Attend daily pre-shift meetings with the Visitor Experience team to provide membership feedback and updates, acting as liaison between departments.
  8. Provide staffing support at membership and development events.
  9. Perform other duties & responsibilities as assigned.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

  1. High school graduate or the equivalent education/experience.
  2. 2+ years relevant customer-service driven work experience.
  3. Excellent oral and written communication skills; ability to communicate effectively and to project a professional image when giving and taking information in writing, in person, and over the phone.
  4. Demonstrated proficiency and accuracy using MS Office products, including Word, Excel, Access, Outlook, and other software programs.
  5. Ability to learn Tessitura, the museum’s database and ticketing platform, is essential.
  6. Experience with HappyFox or similar customer service helpdesk platforms.
  7. Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
  8. Ability to take initiative, work independently or as part of a team; ability to motivate self & prioritize tasks. 
  9. Ability to work with close attention to both alpha and numeric detail and to maintain confidentiality. 
  10. Ability to work with donors, members, the public, and co-workers professionally and tactfully, and support management decisions in a positive, professional manner.

WORKING CONDITIONS:

Work areas are inside, in a climate-controlled environment with light background noise. 

PHYSICAL ACTIVITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS:

Sitting/Standing/Walking:  Approximately 75% of time is spent seated while working at a desk. Balance of time (approximately 25%) is spent standing or moving around the work area.

Speaking/Hearing:  Clear diction and acute hearing are necessary for effective communication with donors, members, the public, and co-workers.

Lifting/Carrying/Pushing/Pulling:  The ability to lift and carry up to twenty pounds is necessary for moving material and equipment for events.

Vision:  Corrected vision close to 20/20 is necessary to effectively use the computer screens.

Stooping/Kneeling:  The ability to stoop and kneel is necessary for accessing files.

Reaching/Handling:  Good manual dexterity is necessary for computer keyboard use and for retrieving and working with appropriate paperwork, equipment, and supplies.

Centering equity, diversity, and inclusion as an organization, and as individuals, Seattle Art Museum (SAM) is committed to ensuring that all employees and volunteers enjoy a respectful, inclusive, and welcoming workplace. SAM is proud to be an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, age, disability, honorably discharged veteran or military status, or the use of a trained dog guide or service animal by a person with a disability.

The Seattle Art Museum will consider applicants who may need a reasonable accommodation to perform the essential functions/duties. Please contact the Human Resources Department at (206) 654-3188 or HR@seattleartmuseum.org for additional information or to request reasonable accommodations for the application or interview process.

 

Please contact the Human Resources Department at (206) 654-3188 or HR@seattleartmuseum.org for additional information or to request reasonable accommodations for the application or interview process.

Offers of employment are contingent upon successful completion of a criminal background check.

TO APPLY:   Please visit https://seattleartmuseum.applytojob.com/apply  to submit SAM employment application, cover letter and resume.

Deadline: October 16, 2023