Sales and Services Lead Associate
About The Position
The Sales and Services Lead is responsible for fostering a welcoming environment for visitors, monitoring daily operations at the welcome desks, call center, and ensuring that departmental work is completed according to schedule. The Lead acts as a resource for the rest of the team by modeling best practices for all procedures, troubleshooting issues as they arise, and delivering on-the-spot coaching. This role works collaboratively with other departments to streamline operations and support consistent visitor messaging. This is a full-time position which works a variable schedule with 8 hours per shift between the hours of 9am and 6pm, excluding Wednesdays when the museum is closed and Tuesday when the museum is open until 8pm. Evening, weekend, and holiday availability is required. The DAM is open all holidays except Thanksgiving and Christmas. This position reports to the Manager of Sales and Group Services in the Sales & Group Services department.
Requirements
- Proficiency with Blackbauds Raisers Edge and ATMS+ ticketing system preferred
- Excellent customer service skills, organizational skills, and attention to detail
- Excellent interpersonal skills and the ability to interact effectively and diplomatically with diverse groups of people, including visitors, staff, volunteers, and donors
- Ability to work in a multi-tasking fast paced environment
- Dynamic; able and willing to be flexible if changes arise
- Ability to work independently and as a team
- Familiarity with Microsoft Office Suite
- Previous customer service experience required
- Previous supervisory experience preferred
Nice To Haves
- Spanish language fluency preferred
Responsibilities
- Oversee call center and/or ticket office during operating hours as needed and act as a resource for questions relating to ticketing, membership, and general Museum policies
- Assist with reconciling cashier shifts and ensure accurate cash handling, proper opening and closing of ticket office desks and back-office operations
- Initiate positive redirection for Sales & Services Associates regarding any performance related issues
- Complete daily department accounting by running reports and entering the required data
- Monitor, document, categorize and assign visitor feedback submitted online, onsite or over the phone
- Serve as role model for Associates regarding customer service, compliance with procedures and best practices
- Provide on-the-spot coaching and feedback to Associates on the frontline and in the back office
- Develop and facilitate training programs for new hires in collaboration with Sales and Services Supervisors
- Ensure proper membership campaigns and gift coding are followed by all staff members
- Assist with initial and ongoing training of Associates
- Yearly goal setting to support Belonging initiatives
- Consistent usage of the Racial Equity Lens in day-to-day operations
Benefits
- A comprehensive medical/dental/vision plan, that can be extended to domestic partner, spouse, and children.
- DAM 100% paid Life Insurance, and Short/Long Term Disability.
- Generous sick and vacation paid time off and one personal day.
- Ten paid holidays.
- 403(b) Retirement Plan with immediate eligibility to contribute and those who meet the requirements after one year will qualify for the 3% non-elective contribution and 2% match program.
- A free RTD Eco Pass.
- Free Telehealth and Employee Assistance Program.
- Access to Headspace.
- Two weeks Paid Parental Leave.
- A free DAM Family Membership and perks.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
