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The Specialist ensures an efficient and welcoming entry through our ticketing process and a best-in-class experience to every person who interacts with our institution. The Specialist makes the “customer centered” concept a daily reality in all interactions, decisions, and exchanges with guests. The Specialist works both on the phone and in-person, stationed in a call center, at the box office, member desk, or other locations depending on the needs of the day. Specialists use a digital point-of-sale system to process financial transactions and are responsible for accuracy.</p><h3>Education/Training/Experience:</h3><ul><li>High school diploma and 3-4 years of experience OR Associates degree or higher college completion, with 1-3 years of experience.</li><li>One (1) to four (4) years of any combination of training or experience in customer/visitor services, hospitality, call center, or events.</li><li>Must have a good phone manner, pleasant demeanor, and a genuine interest in communication with members of the public and providing assistance to guests.</li><li>Completion of Barnes Foundation Associate training coursework.</li><li>Ability to maintain a calm exterior presence during periods of high volume, high stress, or unusual events</li><li>Demonstrate strong attention to detail.</li><li>Highly organized.</li><li>Demonstrated customer service/relations experience with a true passion for working with the public.</li><li>Sales experience with demonstrated sales ability in ticketing, retail, food service or other industry.</li><li>Flexible schedule with the ability to work weekends, some evenings and holidays, as needed.</li><li>Ability to operate a digital point of sale system with accuracy and reliability.</li><li>Proficiency in digital tools including Microsoft products and modern communication tools.</li><li>Possess good conflict resolution skills, communication skills (in person and by telephone), and ability to multitask independently and collaboratively in a busy setting.</li><li>Knowledge or interest in history, fine art and/or language skills beyond English are a plus.</li><li>Reliable, high level of personal integrity, outgoing personality and excellent interpersonal skills.</li></ul><h3>Physical Demand Analysis: </h3><p><strong>Physical Requirements</strong>: Must be able to stand and walk during 8-hour shifts with minimal rest breaks. Ability to occasionally lift up to 25 lbs. </p><p><strong>Visual Requirements</strong>: Pay attention to detail. Extensive computer use.</p><p><strong>Hearing Requirements</strong>: Acutely listen and communicate to guests. Extensive phone use.</p><p><strong>Verbal Requirements</strong>: Must be able to engage guests in conversational English; bilingual or multilingual skills a plus.</p><p><strong>Working Conditions</strong>: Position operates in the foundation’s buildings and on the foundation’s grounds at the Philadelphia campus.</p><h3>Job Specific Competencies:</h3><p>Greets visitors, answers questions about the Barnes, its collections, ticketing, tours, exhibitions, programs and public accessibility.</p><ul><li>Treats all callers and visitors with respect and courtesy; works collaboratively with staff and volunteers to ensure the guest experience is positive.</li><li>Handles challenging situations with the public quickly and effectively, with skill and professionalism. </li><li>Identifies and capitalizes on opportunities to promote and sell memberships to visitors and upsell existing members to higher levels of engagement.</li><li>Actively up-sells additional offers such as membership, seminars, lectures, and parking. </li><li>Continuously expands personal and required knowledge of Barnes services, collection, exhibitions, and actively participates in required trainings.</li><li>Disseminates information regarding various education and membership events.</li></ul><p>Answers incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems, process exchanges, refunds and provides information.</p><ul><li>Provides timely response to guest requests for information received by mail, phone, and email.</li><li>Follow-up on customer calls and emails.</li><li>Creates Customer Service Issue records for all compliments, complaints or comments.</li><li>Assist callers with any technical issues experiences with the website and escalate any issues to management appropriately.</li><li>Provides assistance with visitors’ special needs, including mobility accommodations, adaptive devices.</li></ul><p>Operates a digital Point of Sale system, including transacting sales (cash, check, and credit card payments), counts money, provides change and receipts, and balances drawers.</p><ul><li>Works with various technology platforms to sell tickets and communicate effectively. </li><li>Accurately enters data and processes payments.</li><li>Adheres to foundation policies, including those regarding attendance, punctuality and dress code.</li><li>Attends departmental meetings as an active contributor to the analysis of operations, suggesting improvements and solutions.</li><li>Assists in preparation of mailings and other communications with customers.</li><li>Performs other duties as assigned.</li></ul><h3>Organization-Wide Competencies:</h3><ul><li>Effective Resource Use: Develops strategies and makes decisions that use time and resources wisely, manages resources effectively.</li><li>Customer Focus: Demonstrates desire to help or serve others; identifies, anticipates and addresses internal and external needs; does what is necessary to ensure satisfaction.</li><li>Problem-solving: Identifies problems and/or challenges. 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