Call Center Supervisor, Guest Experience Operations

The mission of Crystal Bridges Museum of American Art is to welcome all to celebrate the American spirit in a setting that unites the power of art with the beauty of nature. Founded by philanthropist and arts patron Alice Walton, Crystal Bridges is a public non-profit charitable organization. 

Job Description:

Position Title: Call Center Supervisor, Guest Experience Operations

Position Type: Full time

FLSA Classification: Non-Exempt 

Division: Operations 

Department: Guest Experience Operations

Reports to: Associate Director, Guest Experience and Operations

About Crystal Bridges & The Momentary:

Crystal Bridges is a museum of American art located in Bentonville, Arkansas. We explore the unfolding story of America by actively collecting, exhibiting, interpreting, and preserving outstanding works that illuminate the American heritage and artistic possibilities. Founded by Alice Walton in 2005, the museum opened in 2011 and is a public, non-profit charitable organization with free admission.

The Momentary is a new contemporary art space that opened to the public on February 22, 2020, in downtown Bentonville, Arkansas. A satellite to Crystal Bridges, the Momentary presents visual, performing, and culinary arts. The mission of the Momentary is to champion contemporary art’s role in everyday life and explore the unfolding story of contemporary American arts in an international context by actively commissioning and exhibiting outstanding works that explore innovative ideas and inspire action.

Position Summary:

As the Call Center Supervisor, Guest Experience Operations, you have tremendous influence in how our members and guests perceive the museum. You are literally “the voice” of Crystal Bridges and the Momentary by managing incoming phone and email inquiries and providing an exceptional guest experience to all. Supervising a team of two or more colleagues, the Supervisor will respond to all inquiries promptly, professionally, and accurately. You and your team will answer questions, make reservations, describe museum programs and exhibitions, process payments, and support the needs of many of our thousands of annual visitors. The Guest Experience Operations Call Center team will enhance the museum's reputation by ensuring each of our interactions exceeds our guests' expectations.

In addition, the Call Center Supervisor, Guest Experience Operations collaborates with other departments on museum-wide projects, maintains current reference and resource materials, and takes responsibility for successfully resolving customer experience issues. To best serve the needs of our members and guests, this full-time, regular position will work a Monday through Friday schedule and may assist with evening and weekend events as needed.

Principal Responsibilities:

• In conjunction with the Manager, Guest Experience Operations, execute an operational plan that is focused on creating an engaging guest experience.

• Lead and supervise the team that manages all incoming phone and email inquiries from museum members and guests

• Maintain work schedule for Call Center and Concierge Desk that ensures coverage during all museum hours

• Become a Tessitura “superuser” and train all new employees on use of the software

• Identify member and guest needs, clarify information and issues, make reservations, and resolve problems.

• Supervises up to, but not limited to, three staff, including the Museum Concierge and Call Center Associates, Guest Experience Operations.

• Ensure that all staff members working in the Call Center are following museum policies and procedures and providing an excellent customer experience

• Monitor call and email volume to ensure guests are responded to within one business day

• Ensure all Call Center transactions adhere to Payment Card Industry (PCI) compliance standards

• Become proficient in all aspects of Tessitura software and enter data accurately

• Act as the primary contact for communications and training with other departments regarding Call Center topics, including the Cisco Call Center and Tessitura software

• Assist in planning events, editing materials, and coordinating efforts in which the Call Center is involved

• Develop practices to ensure the best possible Call Center experience for members and guests, ensuring that all calls and emails are responded to within 24-hours of receipt

• Organize and run individual and group staff meetings as necessary

• Make decisions regarding issues that require immediate attention

• Support other Guest Experience responsibilities as needed and directed by Operations Manager, Guest Experience Operations

Additional Responsibilities

• Attending all necessary staff meetings, communicating concerns and solutions to problems. 

• Proactively seek and obtain information regarding institutional policies, promotions, activities, and events to provide the highest level of guest engagement

• Report to work punctually, dressed in a clean, pressed, approved uniform, and fully prepared for each scheduled shift.

• Relay information about current and future exhibitions, performances, festivals, culinary events, and programs to guests via email, social media, and over the phone.  

• Perform all other departmental duties as assigned within the scope of responsibility and skills required for the job.

Qualifications and Skills:

Education, Training, and Traits:

• High School Diploma or GED and similar experience required; Associates degree from an accredited institute of higher learning preferred

• Enthusiasm about being a team member at a new major performing arts venue with a strong visitor-centered community dynamic

• Excellent attendance and punctuality. This role includes evening and weekend hours.

• Ability to lead a team while continuing to perform Box Office Associate tasks, including responding to and returning calls and emails

• Ability to be patient and flexible while also staying energized and focused on providing an excellent guest experience.

• Ability to multi-task

• Ability to be a team player

• Ability to use good judgement

• Ability to recognize guest experience concerns and address professionally.

• Good command of general computer applications and basic math skills 

Work Experience

• Previous call center experience preferred.

• Minimum two years’ experience in customer service or related industry in a supervisory role preferred 

• Prior experience working with computerized cash register system and accurately balance a cash drawer preferred

• Experience in scheduling and overseeing a small team preferred

Licenses and Certifications:

• Valid AR Driver’s License

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: Position requires working in Momentary Galleries for prolonged periods of time. This position requires standing, walking and climbing stairs, bending and stretching, and physical stamina to lift a minimum of 50 pounds unassisted. Position requires utilizing a computer for prolonged periods of time with good eye/hand coordination. This position requires visual acuity to review written materials is required for this job

• Work Environment: Most of the work will be performed in Momentary and Crystal Bridges spaces with some outdoor assignments, as needed. Additionally, Effective communication skills and ability to interact politely and effectively with a wide range of Momentary members, visitors, volunteers, and staff.

•  Position requires ongoing flexibility in work hours due to events, staffing needs and other factors.

All offers of employment are contingent on your successful completion (where permitted by state law) of a confidentiality agreement and background check. In addition, you will need to provide proper identification verifying your eligibility to work in the United States.

Crystal Bridges is an equal opportunity employer committed to building and maintaining a workplace that is free of discrimination and harassment of any kind. We encourage all qualified applicants to apply. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.