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Reservations and Membership Office Agent


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SUMMARY

The Reservations/Membership Office handles most inbound calls from the public including general inquiries (general admission prices, driving directions, hours of operation, etc) and more involved calls regarding class registration, group bookings, membership up-sells, customer service support for members and membership databases, among others. As a part of the Frontline department, this position is responsible for providing exceptional visitor service at all times by aptly preparing visitors for their upcoming trip to the museum and responding to related visitor inquiries. This position reports to the Reservations/Membership Office Supervisor and is part of the Marketing and Frontline group.

ESSENTIAL FUNCTIONS

Answer and/or otherwise respond to a high volume of phone calls courteously and professionally•create great first impressions through excellent visitor service; set the stage for a great visit.
Provide customer service for all member requests via phone or email. Partner with management to respond to all member issues in a timely and professional manner.
Effectively handle inquiries, sales, reservations, and all other visitor correspondence in accordance with established museum policies and procedures.
Use established communication channels to tailor communication to visitor preferences while maintaining database integrity.
Operate ticketing system with a high level of precision.
Coordinate sales and service for multiple events/programs including, but not limited to: school field trips, group sales, Tactile Dome, membership, moving images, public programs, film, museum tours and special events.
Recommend additional programs and services to visitors based on like interests and history of events attended; use initiative and enthusiasm to create membership up-sells and sale of ticket add-ons such as the Tactile Dome, museum tours, etc.
Provide specific information about the museum, its history, programs, and special events; work with the caller to find resolution to open questions; reduce the frequency of call transfers.
Generate arrivals and booking summary reports and distribute to staff as needed.
Perform daily membership gift entry.
Prepare acknowledgement letters and gift receipts.
Perform ongoing maintenance and entry of donor records.
Provide database support for the Development department in a timely and professional manner, including completing data-related projects (as assigned).
Identify and communicate problems and make suggestions for possible solutions or improvement. Assist in maintaining the organization of membership materials, including policy and procedure documents.
Provide assistance and general support for membership, including filing, putting together materials for mailings and solicitations, and helping to staff membership events.
Carry out general office duties.
Process invoices, billings, payments, and deposits in a timely and accurate manner in accordance with department policies.
Cultivate incremental and repeat business through excellent visitor relations.
Represents the Exploratorium in a professional manner at all times including adherence to department standards.
Work extended schedule during peak periods as needed.
Perform additional duties as required.

MINIMUM QUALIFICATIONS

High School Diploma or GED certificate required.
1 year experience in customer service and/or marketing required; experience in telephone sales and service and/or retail sales highly desirable.
Must be available to work shifts that include weekend, evening and holiday hours.
English proficiency required; bilingual skills an asset (Spanish or Cantonese a plus).
Able to handle fluctuating volume and intensity of business; capable of handling occasionally difficult callers/visitors; calm and patient.
Demonstrated commitment to providing exceptional customer service; service oriented with a visitor comes first mentality.
Excellent telephone, written, and interpersonal communication skills
Ability to be professional and courteous in all interactions with general public, educational community, museum staff, and professional guests; comfortable interacting with senior management, high level donors, and all other members of our diverse community.
Possesses a friendly, outgoing, positive and enthusiastic attitude.
Exceptional organizational and time management skills; precise and detail-oriented; able to multi-task and handle multiple priorities.
Able to learn integrated point-of-sale and reservations system and automatic call distribution.
Previous experience with Siriusware or other ticketing system a plus.
Previous experience with Avaya or similar ACD system a plus.
Good computer skills; proficient in MS Word and Windows; able to learn fundamentals of Excel and Word.
Able to work in a chaotic environment and be flexible under a variety of circumstances; diplomatic and decisive.
Punctual; reliable and a self-starter; a person with initiative.
Able to learn basic accounting tasks such as billing, A/P and A/R.
Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 75 pounds short distances.
Able to use general office equipment and perform standard office functions, such as filing, faxing, and copying.

APPLICATION DEADLINE

This position is open until 4pm on 5/25/2018

This is a regular, part-time (30 hours/week), non-exempt, union position that includes benefits. Please, no phone calls in regards to this job.

The Exploratorium is committed to providing equal employment without regard to race, color, religious expression, sex, sexual orientation, gender identity or expression, national origin, age, disability, ancestry, genetic information, citizenship, marital status, pregnancy, veterans status or any other class protected by applicable law.

The Exploratorium will consider for employment qualified applicants with arrest and conviction records pursuant to the San Francisco Fair Chance Ordinance.

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