The Nelson Gallery Foundation is committed to fostering, cultivating, and preserving a culture of inclusion, diversity, equity, access and success. Our employees and volunteers are among our most valuable assets. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our employees and volunteers invest in their work represents a significant part of not only our culture, but our reputation and achievement as well.
LEAD SPECIALIST, INFORMATION & TICKETING
The Lead Specialist serves as a key frontline communicator with the public and ensures the smooth operation of the information and ticketing processes. This position provides excellent customer service to callers, visitors, and members via the 1ART phone line, answering membership inquiries, resolving issues, fulfilling requests, and maintaining accurate data. In addition, the Lead Specialist manages the 1ART schedule, updates Standard Operating Procedures (SOPs), maintains the information reference library, and acts as the Tessitura power user.
KEY ACCOUNTABILITIES/ESSENTIAL FUNCTIONS
- Visitor Communication: Respond promptly to calls and emails, providing information on museum activities, triaging inquiries, and ensuring timely resolutions.
- Data Entry: Ensure accurate entry of visitor, donor, and member data in the CRM, supporting data integrity efforts.
- Ticketing Setup: Review and set up ticketed events in the CRM, adapting to changing requirements with precision and attention to detail.
- Schedule Management: Manage and communicate the 1ART weekly schedule and coordinate team shifts to ensure adequate coverage.
- SOPs & Information Library Maintenance: Update SOPs and maintain the information reference library to ensure the efficient use of the CRM system for membership and ticketing operations.
- Tessitura Power User: Serve as the department’s Tessitura expert, providing training, troubleshooting, and advanced user support to ensure the efficient use of the CRM system for membership and ticketing operations.
- Reservations, Sales, and Fulfillment: Manage reservations and process ticket sales for events, workshops, classes, and programs. Actively promote memberships to potential members, drive renewals, and encourage upgrades from current members. Ensure timely and accurate fulfillment of tickets or membership materials through mail, email, or 'will call.'
- Guest Outreach: Contact guests and members to assist with museum events, reservations, and questions, fostering positive engagement with the museum community.
- Financial Management: Process payments and gifts through credit card transactions via the CRM system, ensuring financial accuracy and compliance.
- Other: Complete additional tasks as assigned and in support of the department, division and/or museum.
CORE CAPABILITY REQUIREMENTS
Education/Experience
High school diploma or GED and previous experience in communications, call center and/or customer service operations or a related field required, or any equivalent combination of education, experience, and/or training that provides the requisite knowledge, skills, and abilities for this job.
One or more years of experience with data entry or database work in a CRM, preferably Tessitura.
One or more years of previous experience in sales, especially phone sales and/or membership sales.
Core Capabilities
Attention to Detail: Demonstrates thoroughness and accuracy in managing information, tasks, and processes. Consistently follows procedures, identifies discrepancies, and ensures the quality and precision of work. Exhibits strong organizational skills, maintaining focus on the finer points of a project or task to ensure error-free outcomes and adherence to deadlines. Adjusts quickly to evolving requirements while maintaining accuracy in all aspects of work.
Analytical Thinking: Simplifies complex situations in a systematic, logical manner by identifying issues, making comparisons, setting priorities, and assessing implications.
Customer Focus: Highly responsive and resourceful; strong propensity to provide excellent customer service and support internally and externally with a professional and approachable manner.
Communication Skills: Ability to interact professionally with all levels of internal staff and with external stakeholders. Strong interpersonal communication skills; diplomatic and collaborative work style.
Time Management & Teamwork: The ability to multi-task in a fast-paced environment with accelerating priorities. Strong attention to detail, excellent time management, planning and teamwork skills.
Proficiency in MS Office: Intermediate/Advanced knowledge of Microsoft desktop tools MS Word and Excel.
Preferred Experience with Tessitura CRM: Proven experience working with Tessitura or similar CRM systems within the not-for-profit sector, with a focus on managing database information effectively to support organizational objectives.
POSITION SPECIFICATIONS
Starting Salary/Hourly Range: $22.48 to $25.32 per hour
FLSA Classification: Non Exempt
Working Conditions: While performing the duties of this job, the incumbent must occasionally lift and/or move items weighing up to 10 pounds; is regularly required to remain stationary (sitting or standing) for extended periods of time; use hands and fingers; communicate, move, and frequently be required to reach with and use arms and hands as required in using standard office equipment and a PC. Specific vision abilities by this job include close vision, distance vision and ability to focus. The work environment for this position includes an office environment with a low noise level.Work Schedule
Monday to Friday 35-hour workweek. May occasionally work after hours or weekends as needed for special events, etc.
0% of Travel Required
Non-Discrimination
The Nelson-Atkins is an equal opportunity employer and strongly encourages applications from people of color, persons with disabilities, women, and LGBTQ+ applicants.
The Nelson-Atkins Museum of Art does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.
For individuals with disabilities who would like to request an accommodation, please contact the People & Culture department.
The Nelson-Atkins Museum of Art conducts pre-employment background checks as part of our selection process.
Salary information is a general guideline only. The Museum considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as market and business considerations when extending an offer.
