Resource Center Assistant Manager

DENVER BOTANIC GARDENS INC • Denver, CO

5h • Onsite

About The Position

This position supervises and leads the Denver Botanic Gardens Resource Center. The Resource Center Assistant Manager collaborates closely with other department managers to support staff training, development, and leadership initiatives.

This role establishes, innovates, and maintains effective call center strategies to ensure efficient, high-quality, and welcoming communication with members and visitors. The position also develops Resource Center goals and action plans, analyzes call data, and prepares reports for presentation in meetings and other relevant settings.

Additionally, this position is responsible for daily supervisory duties within the Resource Center, ensuring smooth operations and a high standard of service.

Requirements

• Must possess excellent customer service skills and written, spoken communication skills and analytical skills.
• Ability to handle multiple and changing priorities.
• Ability to manage a team.
• 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 customer service, with preferably a minimum of one year at supervisory level.

Responsibilities

• Leads and supervises the daily activities of the Resource Center team in collaboration with the other managers, providing guidance, support, and performance feedback to maintain operational excellence.
• Establishes and maintains successful strategies that lead to effective, efficient and friendly communication within the Resource Center with all Denver Botanic Gardens customers.
• Delegates and ensures that all voicemails and emails received by the Resource Center are responded to within established guidelines.
• Logs into Resource Center phone queue daily to assist as needed.
• Ensures representatives are meeting expectations of providing accurate information to callers, maintain status in queue, and follow-up as needed.
• Completes Resource Center quality control duties including, but not limited to bounce-back emails, pending sales and training follow-up within established guidelines.
• Facilitates break coverage for staff working in responsible area.
• Creates and runs required reports using Ticketure and Amazon Web Service.
• Establishes and maintains accurate data reporting as it relates to the operation of the Resource Center.
• Shares key reporting information with management.
• Reports and analyze call data with focus on improving staff training and performance to better support Denver Botanic Gardens customers.
• Identifies and leads initiatives to improve visitor experiences in the Resource Center.
• Coaches staff through complex customer service challenges, equipping them with the tools, strategies, and confidence to resolve issues effectively, while serving as a point of contact for escalations.
• Works closely with departments to define policies and procedures that support Denver Botanic Gardens programs and events.
• Works closely with the Visitor Services team to improve sales and retention and deliver valuable benefits.
• Reviews yearly calendar with Membership and Visitor Services Training and Scheduling Manager to ensure staffing and training needs are met.
• Creates a daily Teams chat for ease of communication between staff members working in the established area. Updating the team as relevant information is provided.
• Works with Member and Visitor Services team to support member programs and events.
• Works with all departments to ensure the highest quality experience for all Denver Botanic Gardens visitors.
• Always maintain standards of professionalism, including maintaining a positive, solution-oriented team demeanor.
• Participates and supports visioning and planning of Membership, Visitor, and Volunteer Services Department
• 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

• Our major benefits include a choice of Medical Plans, a Dental and Vision Plan and Life Insurance Plan. We have a Flexible Spending Account (FSA) and a Healthcare Spending Account (HSA).
• The Gardens offers a generous Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants.
• The Gardens also offers paid holidays, vacation, sick time, and access to personal lines of insurance. Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP) and an RTD ECO pass.
• For eligible employees, The Gardens employment also includes a complimentary Denver Botanic Gardens Membership, access to Gardens education classes and summer concert tickets.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees