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.