Part-Time Box Office & Call Center Specialist

The Barnes Foundation

Part-Time Box Office & Call Center Specialist ($17.50/hr – 3days/wk)

Department:  Sales                                                          

Position Reports To: Box Office and Call Center Manager 

Exempt/Non: Non-Exempt

Primary Function: 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. 

Education/Training/Experience: 

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

Physical Demand Analysis:  

• Physical Requirements:  Must be able to stand and walk during 8-hour shifts with minimal rest breaks. Ability to occasionally lift up to 25 lbs.  
• Visual Requirements:  Pay attention to detail. Extensive computer use.
• Hearing Requirements:  Acutely listen and communicate to guests. Extensive phone use. 
• Verbal Requirements:  Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.
• Working Conditions:  Position operates in the foundation’s buildings and on the foundation’s grounds at the Philadelphia campus.

Job Specific Competencies:

• 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:

• Effective Resource Use: Develops strategies and makes decisions that use time and resources wisely, manages resources effectively.
• Customer Focus: Demonstrates desire to help or serve others; identifies, anticipates and addresses internal and external needs; does what is necessary to ensure satisfaction.
• Problem-solving: Identifies problems and/or challenges.  Weighs pros and cons of all possible solutions.  Involves others in developing creative solutions to problems. Makes innovative use of computers and other information technology to contribute to problem solving. Produces practical solutions after carefully considering risks and alternatives. Willingly incorporates new and different information as it becomes available. 
• Relationship building: Effectively builds and maintains harmonious, professional, respectful, and productive relationships within The Barnes Foundation, professional field, and community. Effectively works in a team setting. Communicates honestly and directly; shows diplomacy and tact. Uses appropriate channels of communication.
• Professional Presentation: Complies with organization policy and procedure.  Demonstrates self-awareness and understanding of others; listens well; perceives emotions, concerns, and interests accurately, and uses these skills to advance The Barnes Foundation mission; creates a healthy work environment; shows composure; and respects people of diverse cultures, ages, and genders.
• Active Learning:  Demonstrates curiosity and initiative to seek information; seeks to understand The Barnes Foundation business and outside factors that impact it; learns from best practices and generates fresh approaches; learns from experience and others; acquires skills; seeks feedback and advice resulting in improvement.
• Initiative: Takes calculated risks and does things that are new, different, or out of the box when necessary to reach goals, speaks up, asserts oneself, makes tough decisions in a timely manner; takes responsibility for outcomes.
• Ethics:  Demonstrates ethical business practices; demonstrates and conducts oneself in a manner consistent with the organization’s mission statement and core values.
• Promotes the continuous growth of the Barnes Foundation.
• Interacts and communicates with fellow employees in a manner that promotes a harmonious and cooperative working environment in accordance with our Core Values.