Supervisor, Contact Center

At the Missouri Botanical Garden, we're committed to creating meaningful experiences for people that inspire a love of plants and passion to protect them and their vital role on Earth --and in this role, you'll contribute to the commitment.

Summary

The Contact Center Supervisor leads the integrated customer service team responsible for providing exemplary service to patrons on the phone and through email with ticket transactions, memberships, donations, event registrations, and visitor information at the Missouri Botanical Garden, Sophia M. Sachs Butterfly House, and Shaw Nature Reserve. The supervisor implements strategies to increase membership conversion, cross selling, and revenue generated by the Contact Center team. The supervisor develops user-friendly, up-to-date procedures and information guides to prepare staff for new promotions, events, and programs across all sites. The Contact Center Supervisor builds relationships with a variety of staff across the Garden's three locations and reports to the Director of Membership and Development Operations within the Institutional Advancement Division.

Essential Duties and Responsibilities

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  Supervises Contact Center staff in the day-to-day handling of phone and online/email communication with patrons for tickets, memberships, donations, event registration, and general information. Responsible for hiring, training, scheduling, evaluation, goal setting, and coaching.
• Develops and adjusts staff schedule for Contact Center and frontline membership station, managing time and skills strategically, to successfully handle call and email volume while meeting quality standards.
• Creates and executes training plan, procedures, and up-to-date documentation to ensure team has a comprehensive understanding of the Tessitura CRM and phone systems, membership and development programs, events, and visitor information across the three sites.
• Creates and implements strategies towards a fundraising and sales-focused environment that drive membership conversion/upgrades, cross selling of events and locations, philanthropic support, and other revenue opportunities.
• Sets and monitors goals and expectations established by IA leadership regarding call volume and quality, response rate of emails, and other productivity markers.
• Collaborates with other frontline supervisors and program managers to ensure information sharing and consistent level of service across three sites. Establishes Contact Center as hub of most up-to-date information for procedures, programs, updates, etc.
• Works with leadership to craft communication plans around the rollout of new events, programs, and procedures that will affect members and visitors.
• Acts as first point of contact for elevated customer service issues and works toresolve to mutual satisfaction. Escalates to other departments as needed, while tracking issues through resolution.
• Provides phone and email coverage on an as needed basis.
• Oversees and delegates additional tasks for Contact Center team, including but not limited to, outbound calling to members and registrants, data cleanup projects, and mail preparation
• Supports major member and public events by ensuring appropriate phone support, training, and troubleshooting.
• Creates and distributes patron feedback reports and provides suggestions to appropriate departments to improve communications and CRM configuration for best possible patron experience.
• Ensures that all applicable safety standards are followed; informs staff and volunteers of safety guidelines and safe working practices and routinely monitors to enforce them.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect within with all employees, supervisors/managers, volunteers, visitors and others.
• Performs other duties as assigned.

Supervisory Responsibilities: 3 Membership Assistants and 1 Garden receptionist, plus seasonal part-time staff and volunteers.

Competencies

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  Communication: Combines listening skills, verbal and written communication skills and visitor relation skills.
• Collaboration: Incorporates teamwork, mutual respect, active engagement, cooperation and visitor focus.
• Accountability: Initiative to take ownership of responsibilities, the ability to prioritize and the working knowledge and skills to take action.
• Problem Solving: Blends problem solving skills, judgement and decision making skills along with creativity and resourcefulness.
• Stewardship: Merges the practical application of the Garden values and support for a positive organizational climate.
• Leadership: Leadership competency incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations

Qualifications/Experience

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  Minimum of two (2) years of experience in non-profit, arts/culture, customer service,
• Contact center, or sales environment required.
• Prior supervisory experience required.
• Fundraising or membership experience strongly preferred.
• Experience working with Tessitura or a similar CRM, fundraising database, or ticketing system strongly preferred, with technology fluency and curiosity a must.
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting with the general public.
• Demonstrated ability to work effectively in a fast-paced, high-volume environment, to adapt on short notice, and to manage tense customer service issues with resolve and sensitivity.
• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.
• Must be willing to work nights, weekends, and some holidays in addition to regular business hours.
• Enthusiastically supports the Garden, its mission, fundraising programs, vision, and leadership.
• Adheres to all health and safety policies/procedures.
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  The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education

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  Bachelor's degree in Business, Communications, Nonprofit Management, or relevant field required.
• An equivalent combination of skills, education and experience may be considered.

Computer Skills:

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  Proficiency with Microsoft Office Word, Excel, PowerPoint, Outlook, and Teams required
• Experience with Tessitura or similar constituent database strongly preferred.
• Experience in a call center or with phone systems a plus.
• Experience using social media platforms in a professional setting preferred.

Language Skills

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  Ability to communicate effectively in English (verbal and written).

Mathematical Skills

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  Proficient basic math skills; requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.

Reasoning Ability

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  Requires ability to exercise independent judgment and to accurately assess other divisions' needs and considerations in making decisions related to membership event program support, and effective problem solving skills.

Certificates, Licenses, Registrations

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  Ability to possess and maintain a valid driver's license prior to employment and a good driving record is required.

Physical Demands

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  Requires ability to make frequent telephone calls and manage communication with vendors.
• Ability to utilize computer keyboard (typing) and sit for extended periods of the work day.
• Must be able to lift and carry 20 pounds when transporting supplies and assisting constituents; occasional hands-on participation with event set-ups required.
• May be required to perform tasks at varying heights (i.e., step stool ladders, etc.).
• Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facility frequently throughout work day; frequent standing, reaching and stooping - 25% or more of the workday may be spent standing on feet.
• Must be able to work both indoors and outdoors.

Work Environment

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  Indoor office setting; shared work space, office environment with multiple staff within the department, operate standard office equipment to include computer, copier, fax machines, and other equipment.
• Ability to work outdoors in all weather conditions (i.e., humid conditions, temperatures over 100F as well as temperatures below 0F, in rain, snow and other inclement weather conditions as needed).

Contacts with Individuals/Organizations inside/outside the Garden

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  Institutional Advancement Division staff.
• Multiple Garden divisions.
• Garden members, donors, visitors, volunteers and vendors.
• Colleagues in other non-profit organizations.

• Missouri Botanical Garden, 2345 Tower Grove Ave., St. Louis, Missouri, United States of America