Membership Assistant

Summary:This position plays a central role in welcoming and serving members and visitors to the Missouri Botanical Garden and supports a variety of fundraising activities, including membership sales and member ticketing. This position will spend time working in both the Visitor Center and the Institutional Advancement Office on weekdays, weekends, and some evenings and holidays. Essential Duties and Responsibilities:·Supports the department’s sales goals by successfully completing sales of memberships to Garden visitors and assisting current members by processing renewal and upgrade payments through various channels including onsite and by phone. ·Maintains a thorough understanding of all membership levels and benefits and employs sales techniques to successfully convert visitors to members and upgrade existing members. ·Accurately processes credit card and check transactions and completes financial protocols associated with opening and closing procedures. ·Proactively learns and conveys to members and visitors the most up-to-date information regarding Garden grounds, amenities, exhibitions, and events. ·Locates member records in constituent database, confirms information, and performs routine updates and processes. ·Provides high-quality customer service and complaint resolution in person, on the phone, and via mail and email. Investigates and resolves issues in timely and accurate manner. ·Takes initiative in helping Visitor Services colleagues with routine tasks, including ticket sales, event registration, and visitor orientation. ·Assists with onsite and offsite special events as needed. ·Assists in membership fulfillment as needed.·Adheres to all applicable safety standards and reports all accidents, injuries, and near-miss accidents immediately to supervisor and/or safety and security staff.·Meets expected attendance guidelines. ·Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.·Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within our division and throughout the Garden with all employees, supervisors, volunteers, and the public. ·Performs other duties as assigned.Competencies: Communication: Combines listening skills, verbal and written communication skills and visitor relation skills.Collaboration: Incorporates teamwork, mutual respect, active engagement, cooperation and visitor focus. Accountability: Initiative to take ownership of responsibilities, the ability to prioritize and the working knowledge and skills to take action.Problem Solving: Blends problem solving skills, judgement and decision making skills along with creativity and resourcefulness.Stewardship: Merges the practical application of the Garden values and support for a positive organizational climate. Qualifications/Experience: ·Minimum one (1) year experience in customer service, retail sales, or fundraising setting required. ·Scheduling flexibility that allows routinely working weekends, holidays, and some evenings required.·Working knowledge and understanding of fundraising principles and practices a plus.·Must possess an adaptive and flexible attitude towards learning new technologies and troubleshooting in the event of technical errors.·Must be able to interact with the public in a friendly, helpful, and welcoming manner with a warm tone and attentive body language. ·Excellent organizational, written communication, and sales skills necessary. ·Willingness to work as part of a team required; proven ability to work collaboratively with internal team members for the purposes of achieving goals/objectives.·Proven track record of taking ownership of projects through successful completion required; coordinating multiple projects and tasks simultaneously; strong initiative.·Adheres to all health and safety policies/procedures.·The Garden is committed to the safety and wellbeing of our employees, volunteers and guests. All staff are strongly encouraged to receive COVID-19 vaccinations by hire date, and the Garden reserves the right to require future proof of current vaccination status, based on community health department guidelines. When international travel is necessary for Garden business, staff must be able to obtain visas, vaccinations and immunizations for all countries where travel is required. ·The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.Education: ·High School Diploma or GED required. ·Bachelor’s degree in Business, Communications or relevant field preferred. ·An equivalent combination of skills, education, and experience may be considered.Computer Skills:·Proficient experience using Microsoft Office suite (Excel, Word, and Outlook) required.·Experience with Tessitura, a similar constituent relationship management system, or point-of-sale system preferred. ·Experience with complex or multi-line phone systems preferred. Certificates, Licenses, Registrations:·Ability to possess and maintain a valid driver’s license prior to employment and a good driving record is required.Physical Demands: ·Requires ability to make frequent telephone calls and manage communication with members, donors, and volunteers.·Ability to utilize computer keyboard (typing) and sit for extended periods of the work day. ·Must be able to lift and carry 20 pounds when transporting supplies and assisting constituents; occasional hands-on participation with event set-ups required.·May be required to perform tasks at varying heights (i.e., step stool ladders, etc.).·Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facility frequently throughout work day; frequent standing, reaching and stooping - 25% or more of the workday may be spent standing on feet.·Ability to drive in all conditions; members’ events take place at all sites within the Garden’s family of attractions.·Must be able to work both indoors and outdoors.Work Environment: ·Indoor office setting; shared work space, office environment with multiple staff within the department, operate standard office equipment to include computer, copier, fax machines, and other equipment. ·Ability to work outdoors in all weather conditions (i.e., humid conditions, temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed).·Comfortable working in immediate proximity to general public, in a safe and friendly manner, answering general questions regarding the questions regarding horticulture collection, Garden’s operations, events, facilities, etc.Contacts with Individuals/Organizations inside/outside the Garden:·Institutional Advancement Division staff and volunteers. ·Visitor Operations Division staff and volunteers. ·Garden members, donors, volunteers and vendors.Supervisor:Supervisor, Membership