Job Title: Customer Service Representative
Department: Guest Experience
Reports To: Director of Membership
SUMMARY
The Customer Service Representative answers inbound telephone calls, responds to guest & member emails, prepares membership fulfillment kits and performs general office and database duties to support the Membership Department. Also assists with special events (Member evenings, Member previews, Frost Science gala, etc)
SALARY: $12.00 per hour
MUST BE AVAILABLE A MINIMUM OF 4 DAYS FROM 10AM-5PM or 10AM-7PM (28HRS/WEEK). MUST BE AVAILABLE TO WORK ON WEEKDAYS, SATURDAYS AND HOLIDAYS.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Follows all museum policies and procedures
Answers inbound phone calls, transferring calls as needed and answering inquiries from the public and our members in a professional and courteous manner; notes and delivers phone messages; tracks daily calls in a call log.
Processes ticketing and membership transactions in Tessitura; responsible for general account maintenance; opens and closes a daily batch for financial transactions.
Troubleshoots web logins and assist members and guests with website navigation.
Answers Feedback, Info and Ticket Center emails in a timely manner and reports any relevant information/feedback to management.
Prepares membership fulfillment kits (letters, inserts and membership cards) for mailing.
Keeps up to date with museum happenings and exhibitions as informed by the Marketing team.
Assists with database tasks that relate to constituent transactions and data hygiene.
Assists Membership staff at onsite and offsite events as needed.
Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Bilingual in English & Spanish preferred
Good organizational and clerical skills
Knowledge of office machines, including copiers and postage machines
Knowledge of Microsoft Office, including Outlook, Word and Excel
Good typing and data entry skills
Pleasant and courteous telephone manner
Professional and courteous written correspondence via email
Ability to multi-task
Needs to be available to work weekends and some holidays as needed.
JOB QUALIFICATIONS/ EDUCATION
High School Diploma or GED required and least two (2) years’ experience in general office responsibilities and procedures or an equivalent combination of education and experience. Completion of some college classes preferred.
PHYSICAL DEMANDS
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.
While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. During special events, the employee may be required to stand for extended periods of time. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT
Work is usually done indoors in a climate-controlled environment and usually quiet. Special events are often onsite at the museum outdoors and in a loud, busy environment.
CLEARANCE REQUIREMENTS:
Level 2 background clearance as defined by Miami-Dade County Public Schools.
Drug screening as part of the Drug Free Workplace Program.
To apply for this job please visit www.frostscience.org.