Job Posting - Call Center Specialist

Please Touch Museum®   Position Description

Call Center Specialist

Reports To:	Director, Sales		Department:	Sales
Direct Reports:			Division:	Business Development
FLSA Status:	Non-Exempt		Grade:	7
			Effective Date:	FY16
Status:	Part-Time		Hours / Week:	24 Flexible Schedule
				(At least one weekend day)

Background

Please Touch Museum, the Children’s Museum of Philadelphia (PTM) was founded in 1976 and was the first children’s museum to focus exclusively on young children ages birth to seven. PTM is multidisciplinary, providing exhibits and programs in the visual and performing arts, including theater, music and dance, literacy, humanities, math and science.  PTM’s exhibits are themed environments that are hands-on and interactive helping children to learn, develop and practice the skills and social skills they need to be ready for and successful in school and in future careers. The mission of Please Touch Museum is to enrich the lives of children by providing learning experiences through play.  In 2008 PTM moved to Memorial Hall in Fairmount Park, a National Historic Landmark Building built for the 1876 Centennial Exhibition.

Position Summary:

This position is primarily responsible for answering all incoming calls to the museum’s main line by answering routine & general questions about the museum, birthday parties, school group visits, and provide programming and daily activity information. Will be responsible to book school & other general groups and birthday parties through the Altru system. Logs calls and ensure to transfer the call to the proper department when the call is specific to the role of that department. The Call Center Specialist provides effective customer service by establishing a working relationship with internal and external customers through communication via mail or telephone or in person with visitors or museum’s employees.

Essential Functions:

·         Answer all incoming calls, provide callers with product and service information, maintain call log

·         Direct the caller to the appropriate staff member and transfer to appropriate staff member’s voice mailbox when unavailable

·         Provide timely feedback to the Director, Sales regarding customer concerns

·         Provide callers with information such as museum’s address, directions to the museum, museum’s fax numbers, museum’s website address and other related information.

·         Respond to online request forms and telephone bookings for school and camp groups and birthday parties in Altru.

·         Perform clerical duties related to group sales and birthday parties; mail invitations, mail follow up information for birthday parties, assist in maintaining database information

·         Partner with the sales team to meet and exceed customer’s service expectations

·         Assist Business Development division with clerical duties; e.g. membership mailing, database maintenance (update returned mail, review membership applications for accuracy) marketing brochures, sales and communication literature.

·         Provides general office support with a variety of clerical activities and related tasks

Competencies Needed for Position:

·         Excellent customer service and verbal skills.

·         Thoroughness- attention to detail

Minimum Qualifications:

·         Minimum one year experience in customer services function.

·         Experience working in an inbound call center strongly preferred.

·         Be able to take direction and give the accurate and proper information to callers.

·         Knowledge of local area and the ability to give driving or public transit directions.

·         Understanding of the museum’s focus and departmental structure.

·         Ability to determine the needs of the caller and resolve as needed

·         Ability to effectively communicate via email

·         Basic computer skills are required.

·         Experience with POS systems and reservations software

·         Knowledge on operating mailing/folding machine, and or copy machine

·         Must have high school diploma/GED

Please Touch Museum offers an excellent working environment; a comprehensive benefit package and competitive salary.  To apply for this opportunity, please fill out an online application at www.pleasetouchmuseum.org or Email your cover letter, resume and salary requirements to: employment@pleasetouchmuseum.org or information to fax: 215-581-3182      EOE