Lead Visitor Services Assistant

We are seeking a customer service pro to join our team of front-line ambassadors who welcome 1 million visitors each year to the Arboretum. As a Visitor Services Assistant Lead, you will create a friendly, welcoming environment and consistently provide exceptional service to all guests while supporting your co-workers.  Additionally, it is important to maintain a clear understanding of current and upcoming programs, activities, and events. The Visitor Services team shares information, sells tickets, and problem-solves professionally and courteously. Successful candidates will be able to multitask in a fast-paced environment, be able to effectively adapt to change, and be comfortable with technology to utilize, troubleshoot, and program our electronic ticketing system. Work occurs independently and as part of a team. You’ll be part of a great team working together to make the Arboretum exceptional. 

Position Summary: 

Provide a knowledgeable and welcoming environment to Arboretum visitors and callers.  Answer visitor inquiries and perform retail transactions. Serve in a lead capacity, providing assistance and direction to staff and volunteers as needed. Provide administrative and special event support for the Visitor Services department as needed. Support an evolving and robust special events calendar throughout the year.

Essential Functions: 

• Serve as primary contact for Visitor Services staff when departmental supervisors are not present. Act as supervisor on duty as assigned, overseeing and providing direction on the daily work of Visitor Services Assistants, including modifying Visitor Center and Phone Line staffing levels in response to changing weather and visitation needs, and review and update team timecards, as needed. Assist in training Information Desk staff and volunteers. Lead service recovery and guest problem resolution.

• Provide friendly and welcoming customer service at the Visitor Center Information Desk. Accurately communicate Arboretum activities and policies. Ensure that visitor and member needs are met in a timely and friendly manner, including following-up and resolving customer service issues.

• May develop and maintain staffing schedules for visitor center and phone line operations.  May support large team projects like donation requests and lost & found operations. 

• Ensure that the Visitor Center is opened and closed punctually, that the information desk is kept well-stocked, and the public area of the Visitor Center maintains a neat and tidy appearance.

• Process retail transactions using point-of-sale, e-commerce, and registration software, including ticket sales, stroller rentals, tuition, and reimbursements. Assist in preparing computer systems for special event ticket sales. Assist in tracking daily Gatehouse and Visitor Center sales and log bookkeeping records using the Arboretum’s point-of-sale software. Assist in POS system management and ticket programming. 

• Maintain excellent communication with both internal and external parties (supervisors, coworkers, volunteers, members, vendors, etc). May update team information sharing systems and shared calendars. Provide timely information to other Arboretum staff regarding customer interactions, comments, and suggestions.  

• Work Gatehouse shifts as needed in peak seasons. Support Membership department by assisting with customer service and special member activities. 

• Provide additional assistance with visitor surveys, receptionist duties, mail distribution, data entry, and various other administrative needs in the Visitor Services department. 

• Demonstrate alignment with the Arboretum’s employee core values to be inclusive, take ownership, work together, keep learning and make the Arboretum exceptional.

• Other duties as assigned.

Qualifications:

Associate’s degree required, Bachelor’s degree preferred. 2+ years in customer service required. Must be reliable and service-oriented. Knowledge of trees, horticulture, or natural history a plus. Must be energized by public contact and possess an outgoing, friendly, courteous, and enthusiastic personality. Must present a professional image to the public by following the Arboretum/Visitor Services dress code. Must have the ability to use a computer, point-of-sale system, VoIP (Voice over Internet Protocol) telephone, charge card terminal, and calculator.  Proficiency with Microsoft Office and experience with a Constituent Relationship Management system, WordPress, and Google applications beneficial. Spoken Spanish language ability a plus.

Success Factors:

Customer service-oriented individual who is able to relate effectively with people of various backgrounds and ages. Responsive and adaptive to a changing, busy environment, and calm under pressure. Assertive with the ability to maintain composure and a friendly manner with guests, especially in periods of high visitation, conflict, and emergencies. Ability to be self-motivated, take charge/empowered personality.   A forward-thinking problem solver.   A willingness to continually learn about the Arboretum programs and mission. Ability to knowledgeably communicate information on programs, collections, and facilities of The Morton Arboretum. 

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Physical Demands: Requires some physical activity: limited lifting and carrying (up to 40 lbs.), with prolonged periods of standing and walking. 

• Work Environment: Visitor Center, office environment, Arboretum grounds. Work is primarily performed indoors, but with outdoor activity depending on season, programs, and attendance needs.  

• Equipment: General office equipment, charge card terminal, VoIP (Voice over Internet Protocol) telephone, two-way radio, postage meter, and Point-of-sale, registration, e-commerce system.

• Schedule: The regular work week will be Sunday-Thursday. The position requires regular weekend, holiday, and evening work. Must be willing and able to commit to a flexible schedule depending upon the needs of the Arboretum.  

The expected hiring range for this nonexempt position is annualized at $50,000-$51,000 based on experience that will be evaluated during the candidate selection process. We believe in the importance of pay equity and consider the internal equity of our current team members as a part of the final offer. This position is also eligible for a competitive benefits package  

The Morton Arboretum is a champion for diversity, supporting a culture of inclusion that attracts, inspires, and engages people to achieve success. The Arboretum is committed to hire and develop employees based on job-related qualifications irrespective of race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, or veteran status. To increase diversity in professions related to the public garden realm, we encourage applications from underrepresented minorities, persons with disabilities, and veterans.  

The Morton Arboretum is dedicated to complying with our obligations as an equal opportunity/affirmative action employer. All applicants are guaranteed equal consideration for employment.