Membership Coordinator

DENVER BOTANIC GARDENS INC • Denver, CO

4d • $24 - $30 • Onsite

About The Position

Denver Botanic Gardens is seeking a Full Time Membership Coordinator in their Membership Department. This role is a customer service position that assists with the day-to-day operations of the Membership program. The position involves coordinating all stages of the membership cycle, producing membership communications, reports, and projects. It works in partnership with the Membership, Visitor, and Volunteer Services teams to implement member-focused initiatives and will collaborate with leadership to establish Membership guidelines and processes. The Membership Coordinator will provide positive customer service and interact regularly with Gardens team members and guests.

Requirements

• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Utilize de-escalation techniques over the phone and in person to resolve member concerns to maintain a positive customer experience.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Must be a reliable self-starter with problem resolution skills.
• Must be detail oriented and flexible.
• Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team.
• Must be flexible and able to handle multiple and changing priorities.
• Must be able to maintain confidentiality of information.
• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans, when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.
• High school diploma / GED and/or combination of education and equivalent experience is required.
• Minimum of 2 years of experience in field/industry is required.
• The position requires strong cash management and data entry experience.

Nice To Haves

• Previous experience in customer service, administration, or membership services is a plus.

Responsibilities

• Provides outstanding customer service to all staff, visitors, and Denver Botanic Gardens customers, including but not limited to phone, in-person, written, verbal, and electronic communication.
• Generates, verifies, and cleans daily reports in Ticketure and Salesforce, ensuring all synced data coming from both systems are accurate, current, and properly maintained.
• Creates, maintains, and references member records in Ticketure and Salesforce, including updating/correcting as needed.
• Creates and runs required reports using Ticketure and Salesforce and other programs as requested.
• Fulfills Membership strategies including solicitation, renewal processes, and membership appreciation programs through mailed and emailed communications.
• Prints, mails and emails membership materials within established guidelines.
• Processes fees, refunds, and/or redemption of complimentary items including programs, events, classes, memberships, fobs, gift memberships, and tickets through approved means including Ticketure and Salesforce.
• Completes assigned tasks, including processing gift sales for all Membership transactions, transfer of memberships, fob purchases, refund and reselling of memberships and clearing pending transactions within established guidelines.
• Generates gift acknowledgement letters for the required individuals including the CEO, Director of Membership, Visitor and Volunteer Services within established guidelines.
• Reviews and maintains accurate member data in multiple databases.
• Maintains regular admissions hours, as well as operating during special events or tabling events including evenings and weekends as necessary.
• Assists with implementation of member engagement events in partnership with Visitor Services, Volunteer Services, and other departments as necessary.
• Works with Membership and Visitor Services Training team in identifying training opportunities and trends for Membership and Visitor Service Representatives and Coordinators.
• Works closely with Member and Visitor Services team to improve sales and retention and delivers valuable benefits.
• Stays informed and updates appropriately all current membership information to the public and to members, including but not limited to the web page, newsletters, general letters, digital membership cards, membership brochures, special events, member presale, department resources and signage.
• Works with team to utilize marketing tools to make sure Denver Botanic Gardens Membership information is accessible to members and the general public.
• Maintains the highest standards of professionalism, including maintaining a positive, solution-oriented team demeanor.
• Participates in monthly meetings for membership updates, special events, communication strategies with the Membership Manager.
• Works with the Member and Visitor Services team to assist with Member Appreciation Mornings, previews, member events and special events.
• Works with all departments to ensure highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens.
• Proactively seeks to be knowledgeable about all Denver Botanic Gardens horticulture, exhibits, programs and events to reflect the experience and brand at the Gardens.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Benefits

• Choice of Medical Plans
• Dental and Vision Plan
• Life Insurance Plan
• Flexible Spending Account (FSA)
• Healthcare Spending Account (HSA)
• Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants
• Paid holidays
• Vacation
• Sick time
• Access to personal lines of insurance
• Short-term and long-term disability coverage
• Employee Assistance Program (EAP)
• RTD ECO pass
• Complimentary Denver Botanic Gardens Membership
• Access to Gardens education classes
• Summer concert tickets

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED