Guest Services Representative

Job Summary

Provides world-class customer service that aligns with the museum’s Customer Service initiatives.  Responsible for the sale of general admission and event tickets, memberships, merchandise, program registrations, weddings, and rentals. Provides information and assistance to the general public regarding Naper Settlement’s mission, events, and programs. Performs general office duties and clerical tasks in support of the entire organization.

Job Scope

No supervisory or budgetary responsibility. Shared accountability for generating earned revenue from admission and event sales, memberships, volunteers public and school programs, weddings, and rentals. Position will be tasked with targeted responsibilities in select museum functions, which may include fundraising, building maintenance, volunteers, data entry, school/group tour reservations, or facility rentals.

Principal Duties and Responsibilities

1.    PROVIDES world-class customer services to museum visitors, members, staff, and constituents and asks exploratory questions to identify concerns, needs, and expectations as well as fully investigating visitor issues.

2.    MAINTAINS and SHARES museum knowledge (collection, buildings, exhibits, programs, events, etc.) with visitors and COMMUNICATES with visitors of diverse interests to ensure a positive museum experience.

3.    UTILIZES Altru software and SELLS general admission and event tickets, memberships, public programs, merchandise, and rentals.

4.    PROMOTES and SELLS facility rentals through tours of the chapel, tavern and other rentable spaces, booking and documenting reservations, and completing confirmations and contracts.

5.    PERFORMS targeted project responsibilities in select museum areas, such as fund raising, volunteers, building and grounds, or weddings/rentals.

6.    SUPPORTS the Senior Team Leader of Organizational Resources and Organizational Resources 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 member 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

•    Exceptional, friendly, professional customer service skills.

•    Clear, polite, effective phone etiquette skills.

•    Efficient organizational and multi-tasking skills.

•    Proficiency with Microsoft Office plus a demonstrated aptitude for other computer applications. 

•    Data entry skills essential.

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

•    Altru software experience preferred but not required.

Essential Functions

1.    Ability to use a phone to receive and send information, including managing multiple lines.

2.    Ability to proofread and check documents for errors. 

3.    Ability to use a keyboard to enter, retrieve or transform words or data.

4.    Ability to learn and work in a database system on a daily basis.

5.    Ability to communicate effectively both in verbal and written formats.

6.    Ability to establish and maintain effective working relationship with staff, members, volunteers and the general public.  

7.    Ability to be flexible, meet deadlines, be well organized, and pay attention to details.

8.    Ability to multi-task and to work independently as well as to accept direction on given projects/assignments.

9.    Ability to lift or carry 25 lbs or more.

10.     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

Associate degree required with one year or more years experience in a retail operation, customer service or sales position. 

Please see the detailed job description here.

Apply

To apply, please ensure you complete both of the following steps. Partial submissions will not be considered. No phone calls please. 

Step 1: Complete the online application

Step 2: Send a resume and cover letter to [email protected]

About Naper Settlement  

Naper Settlement is a nationally accredited museum chronicling the history and heritage of an ever changing people and city. We preserve the identity of a city that is always changing by telling its story. A story that is unique to us and uniquely American. Through these stories we see not only how a small settlement grew to become one of the most acclaimed cities in the country, but also how America grew up. We chronicle many of the defining moments in our country’s history, such as the Westward Expansion, the Urbanization of America, the trials and tribulations of the World Wars, the Civil Rights Movement, Human Rights, the Great Depression, the Technology Revolution, and much more. Why? Because it all happened here.  Our mission is to deliver "aha" moments by opening the minds of future generations, feeding their curiosity and nurturing their minds and souls. Naper Settlement provides this learning experience to more than 350,000 annual visitors and more than 34,000 school children from 90 school districts each year.