Visitor Experience Specialist

Chicago Botanic Garden•Glencoe, IL

2d•Onsite

About The Position

Support all aspects of Visitor Experience on-site purchases related to admission, memberships, membership upgrades, tickets for visitor events and programs, and registrations for various Regenstein School of the Chicago Botanic Garden classes and programs. Interact with visitors using exceptional customer service standards and address their needs promptly. Develop a proficiency in Garden information, literature, and resources available, and proactively and professionally answer questions and provide directions concerning classes, exhibitions, shows, and gardens. Develop a detailed command of the Garden membership structure and be able to professionally answer membership questions and assist members in resolving membership concerns. Enhance the Visitor Experience by providing exceptional customer service.

Requirements

A minimum of one year experience in sales and customer service.
The ability to interact positively with all customers including members, donors, potential donors, and coworkers in a professional and friendly manner. A customer is defined as any person you come in contact with—in person or via phone or email.
The flexibility to work weekends, evenings, some holidays, and to flex hours when necessary for proper frontline coverage.
Database software and Microsoft Office skills; Raiser’s Edge and Galaxy preferred.
The ability to handle cash and credit card receipts with integrity.
The ability to work independently to problem-solve on the spot during events.
Has a positive attitude and can effectively adapt to changes needed to achieve desired goal.
Follows safety guidelines to ensure a safe working environment and safe work behaviors.

Nice To Haves

Experience with non-profit membership and/or development a plus.

Responsibilities

Serve as a Visitor Experience Specialist at multiple sales and redemption areas which support admission, membership, event ticketing, and class sales. Efficient handling of all tasks, including sales for admissions and new memberships, renewal of current memberships, database look-up, event ticket sales, and general information.
Work closely with Visitor Experience Supervisor, Managers, and Senior Specialist to develop a proficiency in the ticketing software to support daily purchases of admissions, memberships, event tickets, and Garden classes. Redeem tickets and memberships at designated redemption areas to ensure accurate visit statistics.
Assist in day-to-day operational procedures, including daily revenue reports, cash handling, and the opening and closing of all systems including the cash register and the computerized network.
Assist in answering membership emails and phone messages.
Monitor visitor materials and displays in and around the Membership Desk and Guest Services area. Maintain the cleanliness and appearance of each space.
Monitor all Garden alarms and emergencies in conjunction with Garden Security including: 911 calls Fire, elevator, and bonsai alarms Weather alerts and notifications to staff
Serve as on-site donor sales contact/customer service representative at the Visitor Center and in the Welcome Plaza. Efficient handling of development-related desk tasks, including annual fund donations in the form of contributions, new and renewing donor-level memberships, tributes, customer service, knowledge of databases, and general Garden-related information for both questions and follow-up when required. When required, answer telephone and email inquiries about the Garden, the membership options, and Garden events and programs.
Assist the Visitor Experience Senior Specialist in stocking and inventory control and other duties/projects as assigned.
Develop a proficiency in the ticketing system (Galaxy) and Membership database (Raiser’s Edge). Assist in the development and administration of sales programs.
Participate in member and sales events.
Maintain strong team relationship with Member and Donor Services and establish good working relationships with Visitor Operations, the Call Center, Custodial, and outsourced food and retail operations.