Box Office and Call Center Specialist P/T, Weekends Required

Primary Function: The Box Office and Call Center Specialist is responsible for serving as the first point of contact with guests to the Barnes Foundation, the Box Office and Call Center Specialist is responsible for consistently providing superior customer service to guests: selling tickets, tours, memberships, classes, and other Barnes programs. The Specialist ensures an efficient and welcoming entry through our ticketing process and a best-in-class experience to every person who interacts with our institution. The Specialist makes the “customer centered” concept a daily reality in all interactions, decisions, and exchanges with guests. The Specialist works both on the phone and in-person, stationed in a call center, at the box office, member desk, or other locations depending on the needs of the day. Specialists use a digital point-of-sale system to process financial transactions and are responsible for accuracy. 

Job Qualifications 

Education: 

High school diploma and 3-4 years of experience OR Associate’s degree or higher college completion, with 1-3 years of experience.

Experience: 

• One (1) to four (4) years of any combination of training or experience in customer/visitor services, hospitality, call center, or events.
• Must have a good phone manner, pleasant demeanor, and a genuine interest in communication with members of the public and providing assistance to guests.
• Completion of Barnes Foundation Associate training coursework.
• Ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events
• Demonstrate strong attention to detail.
• Highly organized.
• Demonstrated customer service/relations experience with a true passion for working with the public.
• Sales experience with demonstrated sales ability in ticketing, retail, food service or other industry.
• Flexible schedule with the ability to work weekends, some evenings and holidays, as needed.
• Ability to operate a digital point of sale system with accuracy and reliability.
• Proficiency in digital tools including Microsoft products and modern communication tools.
• Possess good conflict resolution skills, communication skills (in person and by telephone), and ability to multitask independently and collaboratively in a busy setting.
• Knowledge or interest in history, fine art and/or language skills beyond English are a plus.
• Reliable, high level of personal integrity, outgoing personality and excellent interpersonal skills.
• Licenses, Certifications: N/A

Clearances:  Criminal Background-National

Physical Activities to Perform Essential Functions:

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily.   Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

Moving:  

• Ability to stand and walk for 8-hour shifts with minimal rest breaks.  
• Ability to occasionally transport up to 25 lbs. of files, equipment or supplies. 
• Ability to move to access files, equipment or supplies.

Vision Requirements: 

• This position requires extended time on the computer.

Communication Requirements:   

• Clearly communicate in person, by phone, and by video conference.   
• Communicate with others in conversational and written English. 

Working Conditions:  

• Position operates in the foundation’s buildings and on the foundation’s grounds at the Philadelphia campus.  

Job Responsibilities:

• Greets visitors, answers questions about the Barnes, its collections, ticketing, tours, exhibitions, programs and public accessibility.
• Treats all callers and visitors with respect and courtesy; works collaboratively with staff and volunteers to ensure the guest experience is positive.
• Handles challenging situations with the public quickly and effectively, with skill and professionalism. 
• Identifies and capitalizes on opportunities to promote and sell memberships to visitors and upsell existing members to higher levels of engagement.
• Actively up-sells additional offers such as membership, seminars, lectures, and parking.   
• Continuously expands personal and required knowledge of Barnes services, collection, exhibitions, and actively participates in required trainings.
• Disseminates information regarding various education and membership events.
• Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, process exchanges, refunds and provides information.
• Provides timely response to guest requests for information received by mail, phone, and email.
• Follow-up on customer calls and emails.
• Creates Customer Service Issue records for all compliments, complaints or comments.
• Assist callers with any technical issues experiences with the website and escalate any issues to management appropriately.
• Provides assistance with visitors’ special needs, including mobility accommodations, adaptive devices.
• Operates a digital Point of Sale system, including transacting sales (cash, check, and credit card payments), counts money, provides change and receipts, and balances drawers.
• Works with various technology platforms to sell tickets and communicate effectively. 
• Accurately enters data and processes payments.
• Adheres to foundation policies, including those regarding attendance, punctuality and dress code.
• Attends departmental meetings as an active contributor to the analysis of operations, suggesting improvements and solutions.
• Assists in preparation of mailings and other communications with customers.
• Performs other duties as assigned.

Organization-Wide Competencies:

1. Accountability: 

a. Prepares for work assignments and meetings, 

b. Conducts thorough fact-finding, decision-making and/or follow through, 

c. Admits mistakes and errors and informs others when one is not able to meet a commitment. 

2. Job Quality: 

a. Dependably demonstrates job knowledge necessary for the position,

b. Produces timely, accurate, high quality work output, 

c. Prioritizes work responsibilities effectively and produces work quantity expected for the role. 

3. Service: 

a. Identifies problems and collaborate with others to devise and create effective solutions. 

b. Interacts and communicates with fellow employees in a manner that promotes a harmonious and

    cooperative working environment in accordance with our Core Values. 

c. Facilitates open communication and keeps an open mind about new ideas. 

4. Leadership: 

a. Sets a good example for others, 

b. Demonstrates ethical decision-making and communication, 

c. Makes decisions. Uses a solution-oriented, collaborative approach. 

5. Collaboration: 

a. Seeks win-win outcomes in decision-making, 

b. Shows a proactive, inclusive, helpful, and respectful attitude to colleagues, guests and others, 

c. Takes initiative to contribute to diversity, equity, inclusion, and accessibility initiatives. 

6. Empowerment (Supervisors): 

a. Directs others’ work effectively with adequate goalsetting, accountability, delegation, supervision, conflict resolution, accessibility to support and resources, 

b. Motivates team to meet short- and long-term goals: individual, department and strategic plan, 

c. Creates environment for staff development. 

7. Administration (Supervisors): 

a. Meets goals related to revenue targets, expense control, program fees, etc., 

b. Develops/manages budget in keeping with organizational priorities, 

c. Follows protocols and reporting requirements set by other departments (HR, IT, Facilities, etc.), 

d. Collects and analyzes data effectively, 

e. Documents work accurately and consistently, shares information appropriately.

The work of the Greater Philadelphia Cultural Alliance is made possible through the generous support of committed individuals and institutions.