Altru Database Jobs (NOW HIRING)

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 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.  REQUIRED to work at all Naperville Heritage Society events that fall on Friday and Saturday evenings; Naper Nights (6 days), Oktoberfest (2 days), All Hallows Eve (2 days) and Howlin at the Moon (2 days).

3. 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 one of requests for merging duplicate constituent records.

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

4. COORDINATE and complete all requests for Scout program reservations including finalizing reservations, entry of reservations into Blackbaud Altru system, email communications with requestor, preparation and sending of confirmations, coordination for final payments and receipts and communication of all reservations and updates to the Learning Experiences department.

a.  Provide support/backup for school and group field trips reservations and payment processing.

b.  Prepare and maintain sales process SOP document for Scout program reservations.

5.  SUSTAIN and SUPPORT overall museum Volunteer Program through building interdepartmental relationships regarding volunteer needs and support including:

a.  Build and maintain proficiency in VolunteerHub volunteer hours tracking system to provide system use support to volunteers, as well as other Naper Settlement departments and the Director of Guest Services. Build proficiency to fully understand system maintenance and data clean up needs.

b.  Prepare and coordinate set up of volunteer opportunities with Marketing Department for publishing on website and within VolunteerHub volunteer system.

c.   Prepare and maintain all Guest Services department SOP documents associated with the VolunteerHub database management, integration with Blackbaud Altru, reporting, etc.

6.  SUPPORT Naper Settlement Membership program through including but not limited to:

a. Support and coordination of Neighbor Membership program including customer communications, preparation and maintenance of program SOP.

b. Issue annual renewal of staff of Boards complimentary memberships including email communications of said memberships.

c. Support the creation and maintenance of member constituent relationships through phone, email and in-person contact for membership renewals and rejoins after accounts have lapsed.

d. Prepare monthly membership sales reports.

7.  COORDINATE/SUPPORT organization of special events front-end ticketing equipment and program totes.

a.   Build complete familiarity with needs and requirements of event front-end ticketing equipment needs to be able to prepare and stock equipment totes at least one week prior to special event date including charging iPads, scanners, credit card readers, and replenish all supplies. At the completion of events, refresh totes and return to designated storage location.

b.  Prepare program event remote ticket sales totes as requested by Learning Experiences department staff. Provide access to program event totes with receipt printers and other program event equipment for remote ticket sales. Ensure that all items are returned immediately after program event, checked and returned to designated storage location.

8.  COORDINATE the disbursement of annual special event tickets to all Board and City Council members.

a.  Provide assistance and support to these ticket holders as needed throughout the annual event season.

b.  Prepare and maintain process SOP document for disbursement of these tickets.

9.   PREPARE Stripe invoices for group sales reservation payments including school, scout and group field trips, and weddings and rentals.

a. Provide payment updates to team members coordinating these group sales reservations.

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

11.   PERFORM targeted project responsibilities in select museum areas such as customer support, volunteer support, building and grounds operations, or weddings/rentals coverage.

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

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

14.   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, Abilities and Essential Functions

• Ability to work flexible hours, including nights, weekends and holidays as required.
• Attentiveness to detail, excellent organizational skills and performance initiative.
• 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.
• Effective verbal and written communication skills to support customer interactions by phone, email and in-person.
• Ability to establish and maintain cooperative working relationships with museum customers and all institutional staff.
• 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.
• 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 and data manipulation/reporting using MS EXCEL.
• Experience with cash handling, including processing accepting payment, making changes and daily reconciliation, in addition to proficiency with operating systems and ticketing software.
• Ability to check, analyze and organize data into concise, clear and readable reports for various audiences.
• Use of standard office equipment and knowledge of general office procedures required.
• 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.