Guest Relations Coordinator, Chicago Architecture Foundation

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Description:
The Chicago Architecture Foundation is a nonprofit organization dedicated to advancing public interest and education in architecture and design. The Chicago Architecture Foundation presents a comprehensive program of tours, exhibitions, lectures, special events, and adult and youth education activities, all designed to enhance the public’s awareness and appreciation of Chicago’s outstanding architectural legacy.

Responsibilities:

• Responsible for selling CAF tour and program tickets to customers and members via phone orders and in person
• Responsible for learning the various tour and program offerings of CAF and be able to answer questions
• Be a point person for Guest Relations Associates on all database and ticketing systems necessary to support call center operations and conduct trouble-shooting as needed
• Proactively informs and sells customers on CAF tour and program offerings
• Provides support answering phones through a high volume call center hotline and assists with the monitoring of call volume
• Provides CAF customers and members an excellent level of customer service at all times and assists with escalated customer services issues.
• Assist Guest Relations Supervisor with training and scheduling of new Guest Relations Associates
• Provide trouble-shooting for customer issues regarding tours, programs, and ticketing related questions
• Works with the Guest Relations Supervisor to help resolve customer service-related issues in a timely manner
• Follow-up with and resolve customer questions, comments, and complaints
• Assists with box office sales and check-in
• Assists with membership enrollment and renewals
• Help in the identification of improving Call Center processes and procedures
• Provide support for Tours and Public Programs to monitor ticket inventory, accuracy of print and web information, and other customer information as needed
• Responsible for upkeep of the Call Center, Box Office and Guest Relations Desk area (including restocking of brochures, light cleaning, and other duties as assigned)
• Follows all standards, policies and procedures set forth by CAF and Guest Relations Supervisor
• Other duties as assigned

Qualifications:

• Associates Degree with an emphasis in Management or Hospitality is desirable
• Minimum of two years of working in a call center, box office, concierge desk, admissions or tourism office while providing a high level of customer service
• High level of comfort with technology is required
• Experience utilizing ticketing systems (Ticketmaster and Patron’s Edge) is required
• Prompt, courteous, enthusiastic, knowledgeable, and consistent customer attitude
• Excellent communication skills are required
• Excellent interpersonal skills and ability to maintain good working relationships with the public, CAF members, employees, docents, and volunteers
• Ability to work both independently and as part of team
• Detail oriented, ability to prioritize and multi-task, good decision-making and communication skills, maintains calmness under high pressure
• Must be able to stand or sit for long periods of time

How to Apply:
Apply online here.