Guest Services Representative

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.

9. REQUIRED to work 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).

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

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

Company DescriptionExperience 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.