Customer Service Associate

4 weeks ago

Houston, United States Houston Freedmen's Town Conservancy Full time
Job DescriptionJob Description

Created in 2018, Houston Freedmen’s Town Conservancy’s role is to “Tell the Story of Freedom” by protecting and preserving Freedmen’s Town, and by educating and engaging visitors from around the world about the unique and revelatory history of this largely untold chapter of Houston’s and America’s past. The Conservancy has undertaken a variety of initiatives: the creation of historic and heritage districts; an
augmented reality app that reveals Freedmen’s Town’s many layers; and a Visitors Center to harness the burgeoning interest in African American history. In physical and virtual form, Houston Freedmen’s Town Conservancy is making Freedmen’s Town accessible to the world.

POSITION
Part-Time (20 – 32 hours per week; some evenings)
The Houston Freedmen’s Town Conservancy (HFTC) seeks an enthusiastic Visitor Services Associate to join a knowledgeable and dedicated Visitor Experience team. The ideal candidate for this position would be a friendly, energetic individual who enjoys interacting with visitors, staff, donors, partners, volunteers, and members, connecting people with the organization and its resources. The Visitor Experience Team strives to make the Freedmen’s Town Visitors Center an accessible place by providing a high level of customer service and adjusting to the needs of the audiences we serve
RESPONSIBILITIES
 Perform the daily operations of the front desk, providing excellent customer service by contributing to a warm and welcoming environment.
 Greet, orient, and register patrons to Visitors Center, collect admission fees, provide orientation and visitors center guides, and maintain stocks of literature for events and programs.

 Promote visitor engagement by actively selling memberships and informing visitors of upcoming programs and events.
 Perform front line telephone receptionist functions: answer telephone calls/emails promptly, provide basic information regarding Freedmen’s Town Visitors Center, African American History Research Center (AAHRC) of the Houston Public Library, archival collections, private events, and transfer callers to the appropriate personnel.
 Monitor onsite traffic to maintain awareness of visitors, staff, contractors, and appointments.
 Assist with the collection of and logging demographic information used for tracking visitation.
 Address visitors’ concerns and make referrals to the appropriate personnel when appropriate.
 Supporting special events, community engagements, and programming.
 Assist with scheduling brick street tours and coordination AAHRC exhibit space tours.

 Perform daily Visitor Center store functions including POS, administrative tasks, and ecommerce.
 Other duties as assigned (may include assisting other areas of the Conservancy with administrative work or special projects).
QUALIFICATIONS
 Must be computer literate (working knowledge of word processing, PowerPoint, Excel). Working knowledge of business office applications
including email, word processing, spreadsheet and database applications preferred.
 Interest in history, art, nonprofits, or cultural centers is a plus.
 Excellent customer service and communications skills.
 Ability to resolve customer complaints and concerns.
 Required to work weekends and occasional evening events.
 Moderate physical activity. Must be able to stand for long periods and lift to 25 pounds.
 Self-starter, good time management with ability to communicate in a professional manner.
 Ability to work well independently, and within a team.
 Commitment to the continuous improvement of service quality and the organization’s mission.
EDUCATION
 High school diploma or equivalent (GED) required, bachelor’s degree preferred.
EXPERIENCE
 Prior customer service/associate, and/or retail experience required.

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