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Engagement Communications Representative

4 months ago

Chicago, United States Art Institute of Chicago Full time
Position is Job Grade 3

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

We offer a competitive, comprehensive benefits package:

  • Generous paid time off
  • Paid holidays (up to 14 days)
  • Medical, dental, and vision insurance
  • Generous parental, caregiver, and medical leave benefits
  • Competitive retirement plan (up to 9% matching contribution)
  • Tuition remission and Tuition Exchange Program
  • Great employee discounts
  • Complimentary general admission to participating cultural institutions
MISSION

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

ABOUT THE DEPARTMENT

Member Engagement is responsible for creating, implementing, and maintaining a thriving experience for the museum's members and visitors. The team consists of enthusiastic and warm individuals devoted to providing all members and visitors of the museum a rewarding and wonderful experience onsite, through email, and by phone.

ABOUT THE POSITION

The Engagement Communications Representative plays a central role in responding to member, donor, and visitor inquiries across all communications platforms, including both phone and email channels, at the Art Institute of Chicago. A successful candidate will demonstrate the ability to work with poise, generosity, and attention to detail on a collaborative team, providing excellent hospitality to members and visitors alike, in alignment with the Member Engagement team's hospitality, fundraising, and inclusion and equity efforts.

The representative's primary responsibilities will include selling memberships to museum visitors and assisting existing members through renewals and upgrades. Efficiency and accuracy is key for all membership transactions, conducted through various channels including onsite and online membership portals, the ticketing system, and the fundraising database. Most significantly, the Engagement Communications Representative will be responsible for locating member records in the constituent database, confirming information and updating records as necessary, and troubleshooting errors across the database and the membership sales software.

The Engagement Communications Representative will maintain a thorough understanding of all levels of membership and each level's respective benefits, and retain knowledge of financial protocol associated with transaction procedures. Additionally, the representative will keep abreast information regarding current and future exhibitions, events, educational programs, lectures, etc., and will be prepared to effectively convey this information to members and visitors in effort to deepen their relationship with, and improve their access to the museum. In addition, the Engagement Communications Representative may assist with supporting the onsite member experience, including membership sales, member previews and programs.

They will interact with members and visitors to ensure complaint resolution by addressing issues in the moment and/or offering to research the issue and provide timely and accurate follow up. Crucially, the representative will be comfortable answering questions by responding to inquiries with primary emphasis on fostering donor stewardship. The Engagement Communications Representative will work closely with colleagues in Member Engagement, Visitor Engagement, Advancement Operations, and other relevant museum employees to research and resolve member and visitor service issues while accurately identifying and communicating feedback trends. This also includes research, communication, and facilitation of art related inquiries with the museum's curatorial departments.

RESPONSIBILITIES

Communication: Assist with member and visitor correspondence via phone and email channels, specifically in reference to membership and ticketing information, interests, questions, and museum operations. Performs and supports administrative tasks, including; refund requests, payment processing, research and resolution, and conducts necessary follow up. As needed, prepares member and visitor feedback documentation, and communicates trends to Member Engagement management.*

Technology: Maintain high working knowledge of department technology systems, including basic technical troubleshooting; monitors, documents, and communicates systems related errors, specifically those related to Galaxy and Raiser's Edge. Maintains working knowledge of inContact, the phone communication system, to support inbound/outbound calls.

Departmental support: Supports workflow systems, processes, and organizational practices for the Member Engagement department; collaborates with onsite (5) and communications (4) team members to support department workflows and communicates effectively with membership management (5) on project management and implementation.

Collaboration: Maintains clear communication with colleagues about ongoing priorities, goals, and projects. Initiates and supports other departmental projects as needed; facilitates identification and communication to external colleagues to support email channel responses; performs other duties as assigned.

PHYSICAL REQUIREMENTS
  • Prolonged periods sitting at a desk and working on a computer.
  • Occasionally moves about inside the office to access supplies, inventory, etc.
  • Must be able to stand/walk for short periods onsite in the museum.
  • Specific vision abilities required by this job include close vision, ability to adjust focus, and the ability to sustain prolonged verbal communication.
QUALIFICATIONS
  • Strong commitment to equity and practice of creating an inclusive and welcoming experience in service and/or hospitality settings
  • The successful candidate should:
    • have excellent public contact skills; strong communication skills, both written and oral, with the ability to interact with donors of all giving levels
    • take initiative in working with cross-functional teams and when supporting member and visitor questions and needs
    • be a creative thinker and solution finder
  • Established professional service, sales, fundraising or hospitality experience with demonstrated experience in providing personalized hospitality and relationship building
  • Familiarity with Microsoft Office (Excel, Word, PowerPoint) and Google Workspace; ability to learn museum-specific donor database and membership sales software
    • Experience with Raiser's Edge and/or Galaxy preferred
  • Enthusiasm and desire to promote personal and professional growth mandatory


*** Please provide a cover letter with your resume. ***

OUR VALUES

All staff members are expected to embrace the museum's commitment to creating an inclusive and equitable institution and to adhere to the museum's shared values.
  • Our museum reflects and deepens our collective humanity; the arts are integral to an inspired and just society.
  • We respect and acknowledge each of our colleagues' contributions and expertise across all roles within our organization.
  • We share in the responsibility to create an antiracist culture built on equity, inclusion, and justice for all, acknowledging that these efforts are intersectional and ongoing.
  • We encourage and advance a culture of hospitality, empathy, and gratitude for each visitor, supporter, and member of our staff.
  • We embrace innovation and foster change with a progressive understanding of-and obligation to reconsider-our past.
  • We sustain an open and dynamic civic platform, inviting and advancing the diverse perspectives of our city, staff, visitors, and supporters.


ABOUT THE ORGANIZATION

The Art Institute of Chicago is an equal opportunity, equal access employer fully committed to achieving a diverse and inclusive workplace. We believe in a staff culture that benefits from a wide range of experience, backgrounds, and career paths, and we encourage nontraditional candidates to apply.

Closing Statement

The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, veteran status or citizenship. The Institute complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources atapply_help@artic.edu.

Union Info
This position is part of a bargaining unit represented by AFSCME Council 31