Membership and Contact Center Assistant - Part Time/Temporary

Must have the ability to work evenings, weekends and holidays. 

Summary:  

As part of the Missouri Botanical Garden’sContact Center team, theseasonalMembership and Contact Center Assistantplays a crucial role in welcoming guests and helping themplan their visit.This positionisresponsible for sharing visitor and membership information, promoting upcoming events like Garden Glow, processingticket andmemberships sales, and responding to questionsby phone and email inourContact Center andin person at the Visitor Center.This is a part-time position, working an average of20-24 hours per week, includingat least one weekend day per week and some evenings. The term of this temporary, seasonalposition is October 12,2026–January 22, 2027.

Essential Duties and Responsibilities: 

• Provides members, visitors, and potential visitors withthe most up-to-date information regarding Garden grounds,amenities, classes, and events on the phone in the Garden’s Contact Center phone room,by email, and in person at the Visitor Center during regular daytime hours and Garden Glow evenings. 

• Processes ticketing and membership transactions.Creates,locates, and updates constituent records with correct contact information in the Tessitura CRM.  

• Maintains a friendly and professional demeanor and resolves guest issues calmlywhile working in a dynamic environment.Directsinquiries that require escalationand reports on areas of ongoing concernappropriately. 

• Maintains a thorough understanding of all membership levels and employs sales techniques tosell memberships. 

• Accurately processes creditcard and check transactions and completes financial protocols associated with opening and closing procedures. 

• Assistswith administrativetasks when intheContact Center, includingmembership fulfillment. 

• Adheres to all applicable safety standards andreports all accidents, injuries, and near-miss accidentsimmediately to supervisor and/or safety and security staff.

• Meets expected attendance guidelines. 

• Follows and adheres toestablished policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.

• Behavesandcommunicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors, volunteers,and the public.  

• Performs other duties as assigned.

Qualifications/Experience: 

• Minimumof one (1) year experience ina museum, box office,customer service, retail,or fundraising settingrequired. 

• Experience with a point-of-sale/ticketing system or CRM preferred. 

• Scheduling flexibility that allows routinely working weekends, holidays, and some eveningsrequired.

• Excellent communication and interpersonal skills; positive, energetic, and friendly demeanor. Capable ofjuggling many tasks andmaintaining focus and a professional attitude while serving large numbers of callers and visitors. 

• Ability to quickly compose clear and professional written responses to member and visitor emails.  

• Mustpossess basic computer literacy and an adaptive and flexible attitude towards learningnew technologies and troubleshootingin the event of technical errors.

• Willingness to work as part of a teamrequired; proven ability to work collaboratively with internal team members for the purposes of achieving goals/objectives.

• Adheres to all health and safety policies/procedures.

• The Garden is committed to the safety and wellbeing of our employees,volunteers and guests. All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior tohire date. The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.   

• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilitiesrequired. 
  

Competencies

• Communication– Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.

• Collaboration–Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences. 

• Accountability– Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes,troubleshoots and takesappropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues’ concerns.

• Problem Solving– Identifies and resolves problems; Includes supervisor beforetaking action as necessary; Recommends solutions,demonstrates creativity and resourcefulness;Exhibits sound andaccurate judgment in decision making process; Includesappropriate people in making decisions.

• Stewardship– Promotes and adheres to sustainability,safety and security protocols; Fosters a culture of respect,diversity and inclusion;Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.

Education:

• High School Diploma or GEDrequired. 

• Bachelor’s degree incommunications, non-profit management, or relevant fieldpreferred. 

Computer Skills:  

• Basic computer literacy and proficient experience using Microsoft Office suite (Excel, Word, and Outlook)required.

• Experience withTessitura or a CRM orpoint-of-sale systempreferred. 

• Experience with multi-line phone systemsor Freshdesk shared emailsystem a plus.  

Physical Demands:

• Requiresability toanswer and make a high volume of telephone calls and manage communication with members, donors, and volunteers.

• Ability toutilizecomputer keyboard (typing) and sit for extended periods of thework day. 

• Must be able to lift and carry 20 pounds when transporting supplies andassisting constituents; occasional hands-on participation with event set-upsrequired.

• May berequired to perform tasks at varying heights (i.e., step stool ladders, etc.).

• Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facilityfrequently throughoutwork day; frequent standing,reaching and stooping - 25% or more of the workday may be spent standing on feet.

• Ability to drive in all conditions; members’ events take place at all sites within the Garden’s family of attractions.

• Must be able to work both indoors and outdoors

Work Environment:  

• Divides timebetween an indoor office setting (shared work space requiring the ability tooperate standard office equipment to include computer, copier, fax machines, and other equipment) and indoor front-facing Visitor Services desk. 

• Ability to work outdoors in all weather conditions (i.e.,humid conditions,temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed) during certainspecial events.

• Comfortable working in immediate proximity togeneral public and abiding by Garden safety protocols. 

Contacts with Individuals/Organizations inside/outside the Garden: 

• Institutional Advancement Division staff and volunteers. 

• Visitor Operations Division staff and volunteers. 

• Garden members, donors,visitors,volunteers and vendors.

Supervisor:  

Supervisor,Contact Center