Visitor Experience Specialist - Glencoe, United States - Chicago Botanic Garden

Description

Job Description

Title: Visitor Experience Specialist

Exemption Status: Non-Exempt

Department: Visitor Experience

Reports to: Manager, Visitor Experience and Visitor Experience Leads

Seasonal, Part-time, approximately six months (noon to 8 p.m.)

POSITION OVERVIEW:

• Support all aspects of the visitor experience. This includes on-site purchases related to admission, memberships, membership upgrades, tickets for visitor events and programs, and registrations for classes in the Joseph Regenstein, Jr. School of the Chicago Botanic Garden.
• Interact with visitors using exceptional customer-service standards and address their needs promptly. Develop a proficiency in Garden information and literature and resources available. Proactively and professionally answer questions and provide directions concerning classes, exhibitions, shows, and gardens.
• Develop a detailed command of the Garden membership structure and professionally answer membership questions and assist members in resolving membership concerns.
• Enhance the visitor experience by providing exceptional customer service.

RESPONSIBILITIES:

In this role you will be responsible to:

• Serve as a visitor experience specialist at multiple sales and redemption areas that support admission, membership, event ticket and class sales. Handle all tasks efficiently, including the sale of admissions, new memberships, renewal of current members, database look-up, event ticket sales, and general information.
• Work closely with Visitor Experience leads and manager to develop proficiency in the ticketing software to support daily purchases of admissions, memberships, event ticket sales, and garden classes. Redeem tickets and memberships at designated redemption areas to ensure accurate visit statistics.
• Assist in day-to-day operational procedures, including daily revenue reports, cash handling, and the opening and closing of all systems including the cash register and the computerized network.
• Assist in answering membership emails and phone messages.
• Monitor visitor materials and displays in and around the Membership Desk and Guest Services. Maintain the cleanliness and appearance of each area.
• Monitor all Garden alarms and emergencies in conjunction with Garden Security including:
  • 911 calls
  • Fire, elevator, and bonsai alarms
  • Weather alerts and notification to staff
• Serve as on-site donor sales contact/customer service representative at the Visitor Center and Garden Welcome Plaza. Handle development-related desk tasks efficiently, including annual fund donations in the form of contributions, new and renewing donor level memberships, tributes, customer service, knowledge of database, and general Garden-related information for both questions and follow up when required. When required, answer telephone and email inquiries about the Garden, membership options, and Garden events and programs.
• Assist the Visitor Experience manager and leads in stocking/inventory control and other duties/projects as assigned.
• Develop proficiency in the ticketing system (Galaxy) and Membership database (Raiser's Edge). Assist in the development and administration of sales programs.
• Participate in member and sales events.
• Maintain strong team relationship with Member and Donor Services and establish good working relationships with Visitor Operations, the Call Center, custodial, and outsourced food and retail operations.

Chicago Botanic Garden Values & Behaviors:

VALUES

As an organization, we...

BEHAVIORS

As an organization, we...

Prioritize a culture of GROWTH.

We commit to remaining curious in how we approach our work.

• Create and maintain spaces for learning.
• Test new ideas and are willing to take risks to achieve our vision.
• Collaborate to strengthen our skills and impact.
• Demonstrate perseverance and humility as we work toward our long-term impact.

Seek to UNDERSTAND.

We seek to understand others from their perspective.

• Provide opportunities for input and feedback from others.
• Actively listen to all points of view.
• Consider individuals' lived experiences.
• Advocate for and protect time for reflection especially during times of conflict or confusion.

See one another through a lens of RESILIENCE.

We believe that all individuals can experience good outcomes with support.

• Give others the space to balance work and personal needs.
• Support others and demonstrate empathy especially during challenging and stressful times.
• Seek opportunities to learn from and about one another.
• Ask questions about and anticipate the needs of others.

Build TRUST through TRANSPARENCY.

We hold ourselves and others accountable by centering decision making that honors all people.

• Communicate information in a timely manner.
• Provide clarity in complex situations with the goal of common understanding.
• Discuss both positive and negative outcomes openly.
• Evaluate the impacts of our actions.

QUALIFICATIONS:

Our ideal candidate will have:

• A minimum of one year of experience in sales and customer service.
• The ability to interact positively with all customers including members, donors, potential donors, and co-workers in a professional and friendly manner. A customer is defined as any person you come in contact with—in person, via the telephone, or email.
• The flexibility to work at least one weekend day per week, some holidays, some evenings, and to flex hours when necessary for proper front-line coverage.
• Experience with nonprofit membership and/or development a plus.
• Microsoft Office skills.
• Database software experience—Raiser's Edge and Galaxy preferred.
• The ability to handle cash and credit card receipts with integrity.
• The ability to work independently to problem solve on the spot during events.
• A positive attitude and adaptability to changes needed to achieve desired goal.
• Willingness to follow safety guidelines to ensure a safe working environment and safe work behaviors.

Physical Demands:

Indoor and outdoor setting. Visitor Center, Guest Services building on Welcome Plaza and outdoors. Frequent sitting, standing, walking, bending, listening, speaking, and keyboarding. Use of office equipment including computers, telephones, copiers, scanners, and fax machines. Some requirements for lifting, pushing, or pulling items less than 30 pounds.

*The Chicago Botanic Garden requires all existing employees to be fully COVID-19 vaccinated by October 15, 2021; hires after this date must be fully vaccinated upon hire or may request a medical/religious exemption after an offer is extended.*

Why Apply?
Come work in a setting that is like no other as you support our mission: We cultivate the power of plants to sustain and enrich life. Take the first step toward being one of the employees who make the Garden one of the treasures of the Forest Preserves of Cook County. Apply today. Please note that applicants who do not meet the required qualifications will not be considered.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or basis of disability, or any other federal, state, or local protected class.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities and qualifications required of personnel so classified.

In accordance with Title IX of the Education Amendments Act of 1972, the Chicago Botanic Garden does not discriminate on the basis of sex in its programs or activities, including in employment or admissions. Please call to contact our Title IX Coordinator should you have questions or concerns. Please do not call this number to inquire about job postings or the status of your application, or with solicitations from companies or third-party recruiters.