Associate, Call Center
4 weeks ago
The Natural History Museum of Los Angeles County (“NHMLAC”) was the first museum in L.A. to open its doors 108 years ago and is poised for an exciting new era as it plans for the future. Having recently completed a new strategic framework, the Natural History Museums of Los Angeles County—including NHM at Exposition Park, La Brea Tar Pits and museum in mid-Wilshire, and the William S. Hart Museum in Newhall—is looking forward to new building projects and campaigns, exhibitions, community outreach, and innovative audience engagement.
The Natural History Museum of Los Angeles County values and endeavors to support diversity, equity, inclusion, and access within its organization and communities. Candidates who identify as Black, Indigenous, or a Person of Color (BIPOC), neurodiverse, a woman, a person with disability, a veteran, and/or a part of the LGBTQAI+ community are welcome and encouraged to apply.
The NHMLAC is seeking a Call Center Associate for our Guest Relations department. The Call Center Associate works closely with the Supervisor, Call Center to provide outstanding customer service by responding to inquiries over the phone as well as online, and serves as a friendly, welcoming, and informative first point of contact for Museum guests and members. Additionally, this position supports internal, interdepartmental initiatives and operational needs through ticketing, outreach, and escalation. at the Natural History Museum and the LA Brea Tar Pits & Museum. It is an exciting time as we embark on new journeys of becoming a museum of, for, and with L.A.
Responsibilities for this position include, but are not limited to:
Drafts and replies to email correspondence and letters as needed or directed, at times with guidance or support from supervisor. Proofs text, statistical information, and edits documents created by supervisor or others in the division as directed. Prepares and assembles documents, including copying, scanning, and mail processing as necessary.
Fulfills Ticketing, Membership, and Paid Group sales through point of sale ticketing system. Processes payments, returns, or related transactions on-site, over the phone, and through email correspondence. Sends follow-up communications and documentation electronically, including but not limited to tickets, receipts, and confirmation materials. Utilizes the organization’s CRM platform to track, tailor, and personalize guest engagement and guest recovery approaches while building ongoing relationships with the Museum’s core customer base.
Supports educators, administrators, and School Programs team in booking field trips for accredited California schools. Provides technical and scheduling support over the phone and/or by email to teachers submitting visit requests and shares appropriate confirmation materials electronically. Communicates feedback to supervisor, School Programs, and/or Digital team regarding online systems and booking processes.
Responds to questions and concerns from internal and external parties by disseminating relevant information as warranted regarding programs, exhibits, and events at the Natural History Family of Museums, neighboring institutions, and surrounding communities. Provides contacts with Concierge-level visit planning support, including directions and information regarding Membership, Group Sales, School Visits, Public Programs, and Special Events. As needed, directs callers to the appropriate Museum personnel and/or web content. At times, may be responsible for representing the institution in sensitive situations by providing appropriate messaging, as approved by departmental managers and other relevant institutional stakeholders.
Encourages potential members/donors to join and pledge support, highlighting member benefits, special promotions, and upcoming events. Promotes membership during special exhibitions and supports lapsed and acquisition campaigns.
This position has the following requirements:
One or more years of customer service experience.
Proficiency in data entry in a PC environment and knowledge of database and ticketing systems preferred.
Must be available to work weekends and holidays on a regular basis and evenings as needed.
Demonstrated enthusiasm for delivering excellent customer service to the public with a positive attitude, a strong desire to improve skills, and to learn about natural and cultural history.
Proficient in attending to details, problem-solving, and resolution follow through.
Demonstrated aptitude to learn, use, and teach appropriate sales and customer service techniques as a member of a team-centered, customer-focused environment.
The Natural History Museum of Los Angeles County is especially interested in candidates whose background and experience have prepared them to contribute to our commitment to engagement and inclusion at culturally diverse audiences in museums and in sciences.
The Natural History Museum of Los Angeles County is seeking applicants who have demonstrated experience and commitment working with a diverse community. Hourly rate for this position is $19.74 plus excellent benefits. This is a full time temporary, non-exempt position. The anticipated dates of employment are May 16, 2024 to August 10, 2024.
A cover letter, current resume, and list of 3-4 references are required for all applicants. Review of applications begins immediately and continues until the position is filled. Interested candidates please visit www.nhmlac.org/careers-our-museums and click the link of the position for which you are interested or go directly to the online application.
The Natural History Museum of Los Angeles County is an Equal Opportunity Employer.
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