Box Office - Philadelphia, United States - The Barnes Foundation

Description

The Barnes Foundation

Part-Time Box Office & Call Center Specialist ($17.50/hr - 3days/wk)

Department:
Sales


Position Reports To:
Box Office and Call Center Manager


Exempt/Non:
Non-Exempt


Primary Function:

As the first point of contact with guests to the Barnes Foundation,
the Box Office and Call Center Specialist is responsible for consistently providing superior customer service to guests: selling tickets, tours, memberships, classes, and other Barnes programs.

The Specialist ensures an efficient and welcoming entry through our ticketing process and a best-in-class experience to every person who interacts with our institution.

The Specialist makes the "customer centered" concept a daily reality in all interactions, decisions, and exchanges with guests.

The Specialist works both on the phone and in-person, stationed in a call center, at the box office, member desk, or other locations depending on the needs of the day.

Specialists use a digital point-of-sale system to process financial transactions and are responsible for accuracy.


Education/Training/Experience:

• High school diploma and 34 years of experience OR Associates degree or higher college completion, with 13 years of experience.
• One (1) to four (4) years of any combination of training or experience in customer/visitor services, hospitality, call center, or events.
• Must have a good phone manner, pleasant demeanor, and a genuine interest in communication with members of the public and providing assistance to guests.
• Completion of Barnes Foundation Associate training coursework.
• Ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events
• Demonstrate strong attention to detail.
• Highly organized.
• Demonstrated customer service/relations experience with a true passion for working with the public.
• Sales experience with demonstrated sales ability in ticketing, retail, food service or other industry.
• Flexible schedule with the ability to work weekends, some evenings and holidays, as needed.
• Ability to operate a digital point of sale system with accuracy and reliability.
• Proficiency in digital tools including Microsoft products and modern communication tools.
• Possess good conflict resolution skills, communication skills (in person and by telephone), and ability to multitask independently and collaboratively in a busy setting.
• Knowledge or interest in history, fine art and/or language skills beyond English are a plus.
• Reliable, high level of personal integrity, outgoing personality and excellent interpersonal skills.

Physical Demand Analysis:

• Physical Requirements: Must be able to stand and walk during 8hour shifts with mínimal rest breaks. Ability to occasionally lift up to 25 lbs.
• Visual Requirements: Pay attention to detail. Extensive computer use.
• Hearing Requirements: Acutely listen and communicate to guests. Extensive phone use.
• Verbal Requirements: Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
• Working Conditions: Position operates in the foundation's buildings and on the foundation's grounds at the Philadelphia campus.

Job Specific Competencies:

• Greets visitors, answers questions about the Barnes, its collections, ticketing, tours, exhibitions, programs and public accessibility.
• Treats all callers and visitors with respect and courtesy; works collaboratively with staff and volunteers to ensure the guest experience is positive.
• Handles challenging situations with the public quickly and effectively, with skill and professionalism.
• Identifies and capitalizes on opportunities to promote and sell memberships to visitors and upsell existing members to higher levels of engagement.
• Actively upsells additional offers such as membership, seminars, lectures, and parking.
• Continuously expands personal and required knowledge of Barnes services, collection, exhibitions, and actively participates in required trainings.
• Disseminates information regarding various education and membership events.
• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, process exchanges, refunds and provides information.
• Creates Customer Service Issue records for all compliments, complaints or comments.
• Assist callers with any technical issues experiences with the website and escalate any issues to management appropriately.
• Provides assistance with visitors' special needs, including mobility accommodations, adaptive devices.
• Operates a digital Point of Sale system, including transacting sales (cash, check, and credit card payments), counts money, provides change and receipts, and balances drawers.
• Works with various technology platforms to sell tickets and communicate effectively.
• Accurately enters data and processes payments.
• Adheres to foundation policies, including those regarding attendan