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Job Summary

The Guest Services Representative II position is responsible for providing exceptional visitor experience support and internal customer service to Institutional departments regarding Naper Settlement’s operations, mission, programs and events. This position is responsible for the sale of general admission and event tickets, memberships, merchandise, program registrations, school, scout and group field trips, weddings, and rentals. The Guest Services Representative II position also provides staff coverage for general admission, group sales reservations, special events and program ticket sales as well as small and large-scale rental coverage as scheduled.

Job Scope

This part-time position will be tasked with responsibilities to support museum operations through general customer service support duties including but not limited to phone and in-person incidences, program registration and reconciliation, ticket sales and redemption, membership sales, payment management and processing, office duties, clerical tasks, data entry and management and report generation. This position has a shared accountability for generating earned revenue from admission, event and membership sales, public and school programs, weddings and rentals. This role does not consist of supervisory or budgetary responsibilities.

Principal Duties and Responsibilities

1.       PROVIDE high level customer service to museum visitors, members, staff and other constituents with diverse interests and ensure a positive museum experience for these individuals. Ensure that customer needs are listened to and met with exploratory questions to further identify concerns, needs, and expectations as well as fully investigating visitor issues.

a.       Answer general customer inquiries via phone, email and in person. Redirect inquiries as needed while ensuring that customers have obtained required solutions.

b.       Cover front-end ticket sales for general admission sales, event ticket sales, etc. as scheduled weekly and monthly.

c.       Maintain a strong familiarity with the institution’s daily calendar of programs, exhibits, events, tours, etc. to consistently and correctly answer customer questions, invite customers to register for programs, and convert tickets to annual membership.

d.       Communicate with visitors of diverse interests to ensure a positive museum experience.

2.      utilizE Blackbaud Altru database and ticketing software to sell general admission and event tickets, memberships, public program and group sales registrations, merchandise, and rentals.

a.    Build and maintain a proficiency in Blackbaud Altru database/ticketing system to be proficient in all aspects of ticket sales, group sales, membership management to process ticket admission, membership transactions, approved refunds and other sales actions as required.

b.       Perform weekly execution of duplicate record management and constituent record clean up.

c.       Coordinate weekly new users record clean up with part time Guest Services Representative scheduled for lobby coverage. Ensure this item is completed weekly.

d.       Provide support for group sales orders by processing Square invoices for credit card payments, scanning and uploading documents to group reservations within database.

3.    COORDINATE and complete weekly or as needed administrative and general office tasks including but not limited to:

a.    COORDINATE the ordering, sustainment and distribution of general office supplies including copy/printer paper supplies, and letterhead and envelopes.

·         Assess copy paper supplies through inventory of all copy locations. Determine supply needs and process order delivery request with City of Naperville Reprographics Department;

b.    Review office supply levels in main office closet, replenish them from supplies and place additional orders as needed or requested;

c.     Assist with additional general office tasks including securing and recycling toner cartridges, mail distribution, etc.

4.    Assist with coordination and execution of annual Wedding Showcase to include, but not limited to, administrative tasks related to vendor booth sale entry, receipt generation and distribution, customer assistance, preparation and distribution of event materials. In addition, along with full Guest Services Team, work at the annual Wedding Showcase event.

5.    REQUIRED to work at Naperville Heritage Society events that fall on Friday and Saturday evenings including, but not limited to Naper Nights (6 days), Oktoberfest (2 days), Family Spooktacular (2 days) and Howlin’ at the Moon (2 days).

6.    SUPPORTS the Director of Guest Services and Guest Services staff by ensuring teamwork, sharing of best practices and procedures, and complete job knowledge.

7.    WORKS in a COLLABORATIVE manner with all institutional staff. 

8.    PERFORMS all other duties as assigned.

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the staff members a general sense of the responsibilities and expectations of their position. As the nature of business demands change so, too, may the essential functions of this position

Skills, Knowledge and Abilities

·         Ability to work a rotating schedule with flexible hours, including nights, weekends and holidays as required.

·         Attentiveness to detail, excellent organizational skills and performance initiative.

o   Ability to proofread and check documents for errors, be well organized and pay attention to details.

·         Interpersonal Skills and Communication: Exceptional, friendly, professional customer service and interpersonal skills including awareness of accessibility needs and accommodations including aiding and offering accessible resources.

o   Effective verbal and written communication skills to support customer interactions by phone, email and in-person.

o   Ability to establish and maintain cooperative working relationships with museum customers and all institutional staff.

o   Ability to work collaboratively and contribute to the team’s and customer success.

·         Time Management and Adaptability: Proficient in multitasking and time management. Ability to adapt to changing needs and operations requirements and to remain calm, flexible and resourceful in high-traffic or high-pressure situations.

·         Problem Solving: Ability to identify complaints, conflicts and difficult situations and identify solutions or calmly seek support from supervisor.

o   Ability to collect important information from guests within the situation to determine best solution or provide information to supervisor if additional support is required.

·         Technical Proficiency: Exhibited experience in use of Microsoft Office products with emphasis on exhibited experience with general data entry.

o   Experience with cash handling, including processing accepting payment, making changes and daily reconciliation, in addition to proficiency with operating systems and ticketing software.

o   Ability to check, analyze and organize data into concise, clear and readable reports for various audiences.

o   Use of standard office equipment and knowledge of general office procedures required.

o   Ability to learn and work in a database system daily. Blackbaud Altru and Volunteer Hub software experience preferred but not required.

• Ability to lift or carry 25 lbs. or more.
•  Ability to walk up and down stairs regularly, as well as walk and/or stand for an hour or more at a time.

Minimum Education, Experience and Certification Requirements

An associates degree or higher is required with TWO (2) or more years’ experience in retail operation, customer service or sales position. Valid Illinois Class A driver’s license required.

Experience History at Naper Settlement
Naper Settlement is an outdoor history museum featuring 13 acres of learning and interactive opportunities for all ages. Located in downtown Naperville, Naper Settlement is just steps away from dining, shopping, and the Riverwalk. Visitors are immersed in history as they learn about the past and how it relates to the present, from pioneer times to today. Highlights include special events and programs and activities year-round, both on- and off-site.
Our Mission: Naper Settlement creates community by connecting visitors to Naperville’s history through engaging, unique experiences.
Our Vision: As a reflection of Naperville’s history, the vision of Naper Settlement is to be a vibrant site that fosters visitor, community, and business conversations and enriching, engaging educational opportunities.
Our Values: Naper Settlement values education, preservation, quality visitor experiences, and community and public trust.

More information about Naper Settlement can be found at www.napersettlement.org.
REQUIREMENT: PLEASE INCLUDE A COVER LETTER AND RESUME AND FILL OUT EMPLOYMENT APPLICATION at https://napersettlement.org/empapp