Manager Customer Support Center

Requisition Number: 
941
Department: 
Visitor Services
Job Status: 
Year-Round
Hours: 
Full-time
Reports to: 
Senior Director Visitor Experience
Supervises: 
Customer Support Center Associates
Overview: 
To oversee all aspects of the Customer Support Center. Maintain staff schedules, oversee sales of memberships, membership upgrades, admissions, tickets for visitor events and programs, registrations for various Garden and School of the Botanic Garden programs, and disseminate general Garden information. To enhance the visitor experience by providing exceptional customer service. Work closely with the manager of visitor experience, database manager and various departments which rely on the Support Center.
Duties and Responsibilities: 

In this role you will be responsible to:

  • Work with the Garden’s lead for Galaxy and Razor's Edge to ensure front-line sales capabilities of these software systems used by the front-line sales team meet the operational needs and sales objectives of the department.
  • Lead the Support Center team in day-to-day operational procedures, keep them informed of expected peak call volume, and adjust schedules as needed to meet the demand. Organize daily schedules in an effort to respond to all inquiries regarding registrations from telephone, mail, social media, and email inquiries.
  • Help develop or modify existing Garden policies as they relate to the customer and their transactions with the Garden. Work closely with the team to create consistency of business practices and sales processes, and provide ongoing training. Optimize processes within the technology tools. Use phone software tools, messaging, and reporting to maintain exceptional service to our customers.
  • Manage the day-to-day workflows, staff, and processes in the Customer Support Center. Ensure staff are adequately trained and prepared. Coordinate training with the manager, visitor services to ensure that our processes are consistent across departments.
  • Develop a proficiency in all segments of the Customer Support Center’s focus areas and the assigned specialties that are a part of each Support Center coordinator’s responsibilities. This includes: Membership Sales, Admission Sales, Student Field Trips, Pre School contracts, Camp CBG, and Adult Education registration.
  • Update and maintain program information and class participants for emergency mass cancellations. Be versed in utilizing the Honeywell Everbridge notification software.
  • Process registrations and memberships, including the sale of new memberships, renewal of current members, donor level memberships, and tributes. Model exceptional customer service. Develop proficiency in database look-ups.
  • Work with the senior director—visitor experience, associate vice president of public programs, and vice president, visitor experience and business development, to include general public event ticketing on-site and online.
  • Meet regularly with program coordinators from Garden departments regarding specific program information and registration needs for their particular programs to keep Customer Support Center Associates up-to-date on Garden programs.
  • Perform annual performance evaluations for Customer Support Center staff as measured against Support Center goals, quality assurance, and training guidelines.
  • Work with the manager, database services, member and donor services, director of the web, and director of information systems to maintain current technologies for all hardware and software.

Key Garden competencies/behaviors desired:

  • Communicates in a manner that gains the trust and support of others at all levels.
  • Works effectively with others despite differences of opinion and style; builds alliances.
  • Has a tolerance for opposing points of view.
  • Strives for collaboration. Works cooperatively, as a positive contributor to the team.
  • Demonstrates a positive attitude and shows kindness in all workplace interactions.
  • Makes decisions appropriate for level of responsibility.
  • Can effectively adapt to change; can shift gears comfortably; is flexible, and embraces change with a “can-do” attitude.
  • Is self-aware; knows personal strengths and weaknesses; seeks feedback and is open to negative feedback as an opportunity for improvement.
  • Is cool under pressure; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; is a settling influence during a crisis.
  • Recognizes problems, constructively identifies and articulates solutions.
  • Picks up garbage when it is seen regardless of position.
  • Follows safety guidelines to ensure a safe working environment and consistently demonstrates safe work behaviors.
  • Is welcoming of new hires.
Qualifications: 

Our ideal candidate will have:

  • A minimum of one year's experience in sales and customer service in a managerial role.
  • The ability to interact positively with all customers, including members, donors, potential donors, and co-workers in a professional and friendly manner.  A customer is defined as any person you come in contact with—in person, via the telephone, email, and/or social media.
  • The flexibility to work at least one weekend day per week, some holidays, some evenings, and to flex hours when necessary for proper front-line coverage.
  • Experience with nonprofit membership and/or development a plus.
  • Microsoft Office skills.
  • Database software experience—Raiser’s Edge and Galaxy preferred.

*The Chicago Botanic Garden requires all existing employees to be fully COVID-19 vaccinated by October 15, 2021; hires after this date must be fully vaccinated upon hire or may request a medical/religious exemption after an offer is extended.*

Physical Demands: 
Office setting. Frequent sitting, standing, walking, bending, listening, speaking, and keyboarding. Use of office equipment including computers, telephones, copiers, scanners, fax machines. Some requirements for lifting, pushing, pulling items less than 30 pounds.
Why Apply?: 

Come work in a setting that is like no other as you support our mission: We cultivate the power of plants to sustain and enrich life. Take the first step toward being one of the employees who make the Garden one of the treasures of the Forest Preserves of Cook County. Apply today. Please note that applicants who do not meet the required qualifications will not be considered.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and qualifications required of personnel so classified.

The Chicago Botanic Garden is a M/F, Disabled, and Vet EEO/AA Employer.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

In accordance with Title IX of the Education Amendments Act of 1972, the Chicago Botanic Garden does not discriminate on the basis of sex in its programs or activities, including in employment or admissions. Please call (847) 835-8264 to contact our Title IX coordinator should you have questions or concerns.