Job Description:

Position Title: Call Center Associate, Guest Experience Operations

FLSA Classification: Non-Exempt 

Division: Operations 

Department: Guest Experience Operations

Reports to: Call Center Supervisor, Guest Experience Operations

Compensation Range: $15.00 - $20.76 

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore new ideas and inspire action.

Position Summary:

The Associate in the museum’s Call Center provides outstanding customer service by answering all incoming phone and email inquiries from museum members and guests, while also performing admission and membership sales-related activities. The Associate will respond to all inquiries promptly, professionally, and accurately. By answering questions, making reservations, describing museum programs and exhibitions, processing payments, and supporting the needs of our museum guests and 10,000+ member households, the Call Center Associate will enhance the reputation of the museum while ensuring each interaction exceeds the expectations of our guests and members. This Full-Time position includes weekends and evening hours and will be expected to support the Guest Experience Team on the floor when necessary. 

Principal Responsibilities:

• Provide excellent customer service to all guests
• Interact directly with museum guests and members via telephone and email and in-person
• Relay information about current and future exhibitions, events and programs to members and museum guests
• Become proficient with Tessitura software program used for ticketing and tracking of guest and member transactions
• Process reservations and sales for exhibition admission, programs and/or memberships to inquiring guests
• Assist guests with ticket options and suggest suitable solutions
• Ensure all guest inquiries are responded to within one day
• Keep informed on new and current information regarding museum products, policies, as well as software and ticketing systems
• Assist Guest Experience Operations Manager and Supervisors to research and respond to guest service issues.
• Maintain an organized work environment and ensure that all relevant materials and resources are available during work hours
• Assist with Guest Experience Operations oriented tasks as requested
• Ability to track, compile and research Call Center data for necessary reporting purposes.

Additional Responsibilities:

• Attend all necessary staff meetings and communicate concerns as well as solutions to problems.
• Report to work punctually, dressed in a clean, pressed, approved uniform and fully prepared for each scheduled shift.
• Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills:

• High School Diploma or GED and similar experience preferred.
• Associate degree from an accredited institute of higher learning preferred.
• Enthusiasm about being a team member at a new major performing arts venue with a strong visitor-centered community dynamic.
• Excellent attendance and punctuality. This role includes evening and weekend hours.
• Ability to be patient and flexible while also staying energized and focused on providing excellent customer service.
• Ability to multi-task.
• Ability to be a team player.
• Ability to use good judgement.
• Ability to recognize customer service concerns and address professionally.
• Good command of general computer applications and basic math skills
• Minimum 6+ months of experience in customer service or related industry preferred
• Prior experience working with computerized cash register system and accurately balance a cash drawer preferred

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Position requires working throughout Crystal Bridges and the Momentary spaces for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Ability to stand and walk for a minimum of three hours without a break. Position requires utilizing a computer for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials, observe large crowds, and provide detailed descriptions is required for this job.
• Work Environment: The majority of work will be performed in the Momentary and Crystal Bridges spaces with some outdoor assignments. This includes working in adverse weather conditions such as extreme temperatures, rain, sleet, and snow. Position requires individuals to work in galleries that may have flashing lights and loud noises. Additionally, strong communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff. Museum communications devices (radios and earpiece speakers) will be utilized.
•  Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.