Membership and Contact Center Assistant

About the Role

As part of the Missouri Botanical Garden’s Contact Center team, the Membership and Contact Center Assistant plays a crucial role in welcoming guests and helping them plan their visit. This position is responsible for sharing visitor and membership information, promoting upcoming events and Garden membership, processing ticket sales and memberships, and responding to questions by phone, email, and in person at the Visitor Center.

Responsibilities

• Provides members, visitors, and potential visitors with up-to-date information regarding Garden grounds, amenities, classes, and events via phone, email, and in person.
• Maintains a friendly and professional demeanor while resolving guest issues in a dynamic environment.
• Directs inquiries that require escalation and reports ongoing concerns appropriately.
• Processes ticketing and membership transactions using the Tessitura CRM.
• Locates and updates constituent records with correct contact information.
• Maintains a thorough understanding of all membership levels and employs sales techniques to convert visitors to members, upgrade existing members, and upsell additional items to meet revenue goals.
• Accurately processes credit card and check transactions and completes financial protocols for opening and closing procedures.
• Assists with administrative tasks, including membership fulfillment, restocking supplies, and data cleanup projects.
• Works at the membership sales station during three annual festivals and certain special events.
• Adheres to all safety standards and reports accidents, injuries, or near-miss incidents immediately.
• Meets expected attendance guidelines and follows established policies and procedures.
• Communicates in a manner that promotes teamwork, cooperation, and respect within the division and throughout the Garden.
• Performs other duties as assigned.

Qualifications

• Minimum of one (1) year experience in a museum, box office, customer service, retail, or fundraising setting required.
• Proficient experience with a point-of-sale/ticketing system or CRM preferred; experience with Tessitura, Freshdesk, or advanced phone systems a plus.
• Scheduling flexibility to routinely work weekends, holidays, and some evenings required.
• Excellent communication and interpersonal skills with a positive, energetic, and friendly demeanor.
• Ability to manage multiple tasks while maintaining focus and professionalism in high-volume environments.
• Strong written communication skills for composing clear and professional email responses.
• Basic computer literacy and adaptability to learn new technologies and troubleshoot technical issues.
• Willingness to work collaboratively as part of a team to achieve goals and objectives.
• Adherence to all health and safety policies and procedures.

The Garden is committed to the safety and wellbeing of employees, volunteers, and guests. All staff are strongly encouraged to receive vaccinations as recommended by their healthcare provider. The Garden reserves the right to require proof of vaccination based on local health department guidelines. For international travel, staff must obtain required clearances, permits, and vaccinations.

Education

High School Diploma or GED required. Bachelor’s degree in communications, non-profit management, or a relevant field preferred.

Skills

• Communication: Listens actively, writes clearly, speaks professionally, and supports positive visitor relations.
• Collaboration: Demonstrates teamwork, promotes respect, engages in problem-solving, and strives for positive visitor experiences.
• Accountability: Commits to responsibilities, prioritizes tasks, troubleshoots issues, and meets deadlines and safety standards.
• Problem Solving: Identifies and resolves problems, recommends solutions, and exhibits sound judgment in decision-making.
• Stewardship: Adheres to sustainability, safety, and security protocols; fosters diversity and inclusion; and maximizes contributions during work hours.

Computer Skills

• Basic computer literacy and proficiency in Microsoft Office suite (Excel, Word, and Outlook) required.
• Experience with Tessitura, CRM, or point-of-sale systems preferred.
• Experience with multi-line phone systems or Freshdesk shared email system a plus.

Physical Demands

• Ability to handle a high volume of telephone calls and manage communications with members, donors, and volunteers.
• Proficiency in typing and ability to sit for extended periods.
• Must be able to lift and carry up to 20 pounds for transporting supplies and assisting constituents.
• Occasional participation in event set-ups, including tasks at varying heights (e.g., step stools, ladders).
• Frequent movement throughout the facility, including stairwells, standing, reaching, and stooping for 25% or more of the workday.
• Ability to drive in all conditions for events at various Garden sites.
• Must be able to work both indoors and outdoors.

Work Environment

• Divides time between an indoor office setting (shared workspace with standard office equipment) and the indoor front-facing Visitor Services desk.
• Ability to work outdoors in all weather conditions (e.g., extreme heat, cold, rain, snow) during special events.
• Comfortable working in close proximity to the public while adhering to Garden safety protocols.

Schedule

This is a part-time position, working an average of 24 hours per week, including some weekends and evenings.