Member Services Representative

The Woodruff Arts Center

11d•$15

About The Position

Woodruff Arts Center employees play an integral role in creating and supporting great art and education initiatives at the nation’s third largest arts center. Comprised of three Art Partners—Alliance Theatre, Atlanta Symphony Orchestra and High Museum of Art—there’s a role for everyone at The Woodruff. Reports to: Manager, Membership Operations FLSA: United States of America (Non-Exempt) Employment Status: Regular/Full time POSITION SUMMARY Member Services Representatives assist in the High Museum of Art’s Call Center in customer service and membership efforts. 60% Outbound Calls: Telemarketing sales, Welcome Calls, Auto Renew reminders 40% Inbound Calls: Member and Not-Yet-Member customer service Work Schedule 40 hours per week with flexible schedule between 9 am to 7 pm

Requirements

2+ years of customer service and/or sales experience
Excellent verbal communication skills
Ability to recognize customer attitudes and handle customer concerns quickly
Ability to interpret written and verbal instructions
Ability to adapt quickly to changes in daily routines
Ability to work well under pressure
Ability to motivate and create enthusiasm
Ability to be a team player

Nice To Haves

Telemarketing and CRM database experience a plus
College degree preferred

Responsibilities

Make telemarketing sales calls to members in their renewal cycle
Make telemarketing sales calls to lapsed members who received acquisition campaigns
Make welcome calls to new members
Make monthly reminder calls for Auto Renewal, updating records/ payment information and adjusting memberships as needed
Answer member and not-yet-member calls and assist with issues/questions
Answer general questions about prospective membership promotions
Assist with member online login set-up and work to solve member issues
Assist members in reserving free tickets/registering for member events
Promote membership sales, renewals, and upgrades
Provide information about HMA exhibitions and programs (classes, lectures, films, etc.)
Provide excellent customer service to all patrons
Maintain neat appearance of workstation and ensure that materials are well stocked
Responsible for understanding all written information (training documents, HMA member magazine, etc.) and daily verbal and written instructions given by supervisor
Demonstrate professional courtesy to co-workers, as well as proper phone etiquette
Provide feedback to supervisors about effectiveness of promotions, member problems, member feedback on programs, etc.
Train and become proficient with sales and ticketing in Tessitura
Responsible for arranging coverage and coordinating the supervisor when needing time off
Other duties as assigned by the Associate Director of Membership