Contact Center Manger

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find the Institute offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.

Position Description

The Contact Center Manager is responsible for executing the daily operations of the Contact Center. This position will work closely with staff to ensure that every potential guest to The Franklin Institute (TFI) is prepared for an amazing visit!

This is achieved by guaranteeing both inbound and outgoing calls and emails to TFI are handled in a professional and efficient manner through training, coaching, and supervising the activities of all Contact Center staff members.

The Contact Center Manager is responsible for customer service for various audiences including members, school groups, and the public. This job will play a key role in the curation and sales of school and summer field trips.  Additionally, they will resolve customer complaints and payment issues, review and send mailings and confirmations, and complete ticket orders.

The Contact Center Manager will also be responsible for:

• Oversee donation requests including correspondence and fulfillment.
• Assist in answering customer phone calls and email inquiries.
• Support floor operations by assisting in managing staff, selling tickets at point of sale, and providing general customer service support.
• Coordinate handling of visitor suggestions and complaints; administer refunds or other visitor transactions as needed.
• Other duties as assigned.

Position Requirements

• College degree or a minimum of three years of relevant management experience, preferably in a contact center or related customer service role for attractions.
• Excellent interpersonal, managerial, communication, and organizational skills.
• Excellent coaching and training ability and a proven commitment to managing and providing excellent customer service.
• Proven leadership roles with a strong background of managing a team in a guest-facing organization.
• Experience with fulfillment or ticket delivery for programs larger than 150,000 attendees annually.

Status 

• Full-time, 37.5 hours per week, with a willingness to work irregular hours including some nights, weekends, and holidays.

Benefits Information

The Franklin Institute offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits.
 

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications.  We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role.  If much of this job description describes you, then please apply for this role.

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.