Membership and Contact Center Assistant

Job Description

Membership and Contact Center Assistant | Missouri Botanical Garden

The Tone:
This is a full-time role at Missouri Botanical Garden, located in St. Louis, MO. The Garden aims to foster positive and engaging experiences for its members and guests. This position is vital for delivering exceptional patron service, ensuring every visitor and member interaction is positive, informative, and engaging.

The TL;DR
• Role: Full Time
• Type: Full-time, requiring consistent weekend and some evening work
• Location: St Louis, MO (On-site)

• Team: Contact Center team, reporting to the Supervisor, Contact Center
• Mission: Fosters positive and engaging experiences for Garden members and guests by providing essential information, managing transactions, and resolving inquiries.
• Tech Stack: Tessitura CRM, Freshdesk, Mitel Tools, Cuseum, Microsoft Office suite (Excel, Word, Outlook)

What You’ll Actually Do
• Inform: Provide members, visitors, and potential visitors with the most current information regarding Garden grounds, amenities, classes, and events across all channels.
• Transact: Process ticketing, membership sales, donations, and event registrations accurately, maintaining and updating constituent records within the CRM.
• Resolve: Manage incoming phone calls and emails, troubleshooting and resolving customer service issues such as ticket exchanges, refunds, and account errors.
• Sell: Promote and sell memberships, effectively converting visitors to members, upgrading existing memberships, and upselling additional items to meet revenue goals.
• Collaborate: Partner with internal departments to resolve cross-functional issues related to events, memberships, education, and admissions, and assist with staff training.

The Must-Haves
• Background: High School Diploma or GED required. This is an early career role requiring core domain knowledge in customer service, retail, or fundraising in a museum or box office setting.
• Experience: A minimum of one year of experience in a museum, box office, customer service, retail, or fundraising setting is required. Proficient experience with a point-of-sale/ticketing system or CRM is preferred.
• Skills: Excellent communication and interpersonal skills, effective problem-solving abilities, demonstrated proficiency with Microsoft Office suite, and the capability to manage multiple tasks while maintaining professionalism.
• Bonus: A Bachelor’s degree in communications, non-profit management, or a relevant field is a plus, as is experience with specific systems like Tessitura, Freshdesk, or advanced phone systems.