Reservations/Membership Office Agent

2 weeks ago

San Francisco, California, United States Exploratorium Full time

SUMMARY

The Reservations/Membership Office handles most inbound calls from the public including general inquiries (general admission prices, driving directions, hours of operation, etc.) and more involved calls regarding class registration, group bookings, membership up-sells, customer service support for members and membership databases, among others. As a part of the Visitor Engagement department, this position is responsible for providing exceptional visitor service at all times by aptly preparing visitors for their upcoming trip to the museum and responding to related visitor inquiries. This position reports to the Reservations/Membership Office Supervisor and is part of the Visitor Engagement department.

ESSENTIAL FUNCTIONS

  • Answer and/or otherwise respond to a high volume of phone calls courteously and professionally—create great first impressions through excellent visitor service and set the stage for a great visit
  • Provide customer service for all member requests via phone or email; partner with management to respond to all member issues in a timely and professional manner
  • Effectively handle inquiries, sales, reservations, and all other visitor correspondence in accordance with established museum policies and procedures
  • Use established communication channels to tailor communication to visitor preferences while maintaining database integrity
  • Operate ticketing system with a high level of precision
  • Coordinate sales and service for multiple events/programs including, but not limited to: school field trips, group sales, Tactile Dome, membership, moving images, public programs, film, museum tours and special events
  • Recommend additional programs and services to visitors based on like interests and history of events attended; use initiative and enthusiasm to create membership up-sells and sale of ticket add-ons such as the Tactile Dome, museum tours, etc.
  • Provide specific information about the museum, its history, programs, and special events; work with the caller to find resolution to open questions; reduce the frequency of call transfers
  • Generate arrivals and booking summary reports and distribute to staff as needed
  • Perform daily membership gift entry
  • Prepare acknowledgement letters and gift receipts
  • Perform ongoing maintenance and entry of donor records
  • Provide database support for the Development Department in a timely and professional manner, including completing data-related projects (as assigned)

  • Updated 02/18/2025

    Identify and communicate problems and make suggestions for possible solutions or improvement; assist in maintaining the organization of membership materials, including policy and procedure documents
  • Provide assistance and general support for membership, including filing, putting together materials for mailings and solicitations, and helping to staff membership events
  • Carry out general office duties
  • Process invoices, billings, payments, and deposits in a timely and accurate manner in accordance with department policies
  • Cultivate incremental and repeat business through excellent visitor relations
  • Represents the Exploratorium in a professional manner at all times including adherence to department standards
  • Work extended schedule during peak periods as needed
  • Perform additional duties as required

MINIMUM QUALIFICATIONS

  • High School Diploma or GED certificate
  • One year experience in customer service and/or marketing required; experience in telephone sales and service and/or retail sales highly desirable
  • Excellent attendance; punctual, reliable, and self-motivated with strong initiative
  • Must be available to work shifts that include weekend, evening, and holiday hours
  • English proficiency required
  • Able to handle fluctuating volume and intensity of business; capable of handling occasionally difficult callers/visitors; calm and patient
  • Demonstrated commitment to providing exceptional customer service; service oriented with a visitor comes first mentality
    • Excellent telephone, written, and interpersonal communication skills
    • Ability to be professional and courteous in all interactions with general public, educational community, museum staff, and professional guests; comfortable interacting with senior management, high-level donors, and all other members of our diverse community
    • Possesses a friendly, outgoing, positive and enthusiastic attitude
    • Exceptional organizational and time management skills; precise and detail-oriented; able to multi-task and handle multiple priorities
      • Able to learn integrated point-of-sale system, reservations system, and automatic call distribution
      • Good computer skills; proficient in MS Word and Windows; able to learn fundamentals of Excel and Word
      • Adaptable and composed in fast-paced, sometimes loud, dynamic environments; diplomatic yet decisive
        • Able to learn basic accounting tasks such as billing, A/P and A/R

PREFERRED QUALIFICATIONS

  • Bilingual skills
  • Investment in diversity, equity, access, and inclusion
  • Previous experience with Siriusware or other ticketing system
  • Previous experience with Avaya or similar ACD system

PHYSICAL REQUIREMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Able to use general office equipment and perform standard office functions, such as filing, faxing, and copying
  • Able to move from place to place which may include standing and/or walking for extended periods of time; lift and carry up to 50 pounds short distances
  • Able to work in a noisy and sometimes chaotic environment and be flexible under a variety of circumstances

APPLICATION DEADLINE

This position is open until filled

HOW TO APPLY

This is a regular, full-time (37.5 hours per week), non-exempt, union position that includes benefits. The starting range for this role is $27.14 to $28.74. This range represents steps 1-3 on a 6 step union pay scale. Please, no phone calls in regards to this job. To apply, please visit the Exploratorium job page.

The Exploratorium is proud to be an Equal Opportunity Employer and values diversity, inclusion and respect.  We welcome and strongly encourage applicants from all backgrounds. All qualified applicants will receive consideration for employment.

Exploratorium

Piers 15/17, San Francisco, CA 94111

Website: https://www.exploratorium.edu/about/jobs. No phone calls, please

The Exploratorium is committed to a diverse workforce.

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