Lead Representative, Call Center- FT

The Natural History Museum of Los Angeles County (“NHMLAC”) was the first museum in L.A. to open its doors 111 years ago and is poised for an exciting new era as it plans for the future. Having recently completed a new strategic framework, the Natural History Museums of Los Angeles County—including NHM at Exposition Park, La Brea Tar Pits and museum in mid-Wilshire, and the William S. Hart Museum in Newhall—is looking forward to new building projects and campaigns, exhibitions, community outreach, and innovative audience engagement. 

The Natural History Museum of Los Angeles County values and endeavors to support diversity, equity, inclusion, and access within its organization and communities. Candidates who identify as Black, Indigenous, or a Person of Color (BIPOC), neurodiverse, a woman, a person with disability, a veteran, and/or a part of the LGBTQAI+ community are welcome and encouraged to apply. 

The NHMLAC is seeking a Lead Representative, Call Center for our Guest Relations department. The Lead Representative, Call Center acts as a Call Center leader fulfilling the responsibilities of a Lead Representative, Call Center and providing support to Call Center Representatives. This position is responsible for providing outstanding customer service by responding to inquiries over the phone as well as online, and serves as a friendly, welcoming, and informative first point of contact for Museum guests and members. Additionally, this position supports internal, interdepartmental initiatives and operational needs through ticketing, outreach, and escalation. Primary responsibilities include modeling best practices for customer service, taking an active role in Representative development through coaching, recognition, and documentation, auditing ticketing system entries and guest correspondence, and stepping in to fulfill Representative duties as needed at the Natural History Museum and the LA Brea Tar Pits & Museum. It is an exciting time as we embark on new journeys of becoming a museum of, for, and with L.A.

Responsibilities for this position include, but are not limited to: 

1. Monitors customer service standards, ensuring that they meet department standards in order to provide exceptional guest experiences and engagement through phone and email interactions. Supports the onboarding and training of Call Center staff, and other day-to-day operations and departmental functions such as ticketing, group sales, and school visit bookings. 
2. Critically reflects upon and Identifies aspects of the organization’s phone, ticketing, and CRM systems, along with other internal departmental processes, that could be optimized to better suit the needs and wants of guests and museum staff, as well as those of the Call Center team and its working environment.
3. Maintains the Call Center ensuring that it is clean, well-stocked, and organized. Monitors Call Center supplies, and communicates when we need to restock or reorder. 
4. Point of contact to escalate issues as needed to the Guest Relations Supervisor or other department such as Advancement, School Programs, Public Programs, and Special Events.
5. Provides coaching and mentorship to all Call Center Coordinators as needed, documenting staff development interactions promptly and accurately. 
6. Drafts and replies to email correspondence and letters as needed or directed, at times with guidance or support from supervisor. Proofs text, statistical information, and edits documents created by supervisor or others in the division as directed. Prepares and assembles documents, including copying, scanning, and mail processing as necessary.

This position has the following requirements: 

• One or more years of customer service experience.
• Proficiency in data entry in a PC environment and knowledge of database and ticketing systems preferred.
• Has the skills necessary to train, provide regular feedback, and establish and support attainment of goals for the team.
• Must be available to work weekends and holidays on a regular basis and evenings as needed.
• Demonstrated enthusiasm for delivering excellent customer service to the public with a positive attitude, a strong desire to improve skills, and to learn about natural and cultural history.
• Proficient in attending to details, problem-solving, and resolution follow through.
• Demonstrated aptitude to learn, use, and teach appropriate sales and customer service techniques as a member of a team-centered, customer-focused environment.

The NHMLAC is especially interested in candidates whose background and experience have prepared them to contribute to our commitment to engagement and inclusion at culturally diverse audiences in museum and in sciences.

The NHMLAC is seeking applicants who have demonstrated experience and commitment working with a diverse community. The hourly range for this position is $22.00-$22.48. This is a regular full-time, non-exempt position.

A cover letter, current resume, and list of 3-4 references are required for all applicants. Review of applications begins immediately and continues until position is filled. Interested candidates please visit www.nhmlac.org/careers-our-museums and click the link of the position for which you are interested or go directly to the online application.

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