Sales and Services Lead Associate

Sales and Services Lead 

POSITION PURPOSE: 

The Sales and Services Lead is responsible for fostering a welcoming environment for visitors, monitoring daily operations at the welcome desks, call center, and ensuring that departmental work is completed according to schedule. The Lead acts as a resource for the rest of the team by modeling best practices for all procedures, troubleshooting issues as they arise, and delivering on-the-spot coaching. This role works collaboratively with other departments to streamline operations and support consistent visitor messaging. This is a full-time position which works a variable schedule with 8 hours per shift between the hours of 9am and 6pm, excluding Wednesdays when the museum is closed and Tuesday when the museum is open until 8pm.  Evening, weekend, and holiday availability is required. The DAM is open all holidays except Thanksgiving and Christmas. 

This position reports to the Manager of Sales and Group Services in the Sales & Group Services department.

  PRIMARY RESPONSIBILITIES:  

• Oversee call center and/or ticket office during operating hours as needed and act as a resource for questions relating to ticketing, membership, and general Museum policies
• Assist with reconciling cashier shifts and ensure accurate cash handling, proper opening and closing of ticket office desks and back-office operations
• Initiate positive redirection for Sales & Services Associates regarding any performance related issues
• Complete daily department accounting by running reports and entering the required data
• Monitor, document, categorize and assign visitor feedback submitted online, onsite or over the phone
• Serve as role model for Associates regarding customer service, compliance with procedures and best practices
• Provide on-the-spot coaching and feedback to Associates on the frontline and in the back office
• Develop and facilitate training programs for new hires in collaboration with Sales and Services Supervisors
• Ensure proper membership campaigns and gift coding are followed by all staff members
• Assist with initial and ongoing training of Associates
• Yearly goal setting to support Belonging initiatives
• Consistent usage of the Racial Equity Lens in day-to-day operations
• This position will lead role(s) that are covered by a Collective Bargaining Agreement with AFSCME-CWU

QUALIFICATIONS (Education, Experience, Skills, etc.):  

• Proficiency with Blackbauds Raisers Edge and ATMS+ ticketing system preferred
• Excellent customer service skills, organizational skills, and attention to detail
• Excellent interpersonal skills and the ability to interact effectively and diplomatically with diverse groups of people, including visitors, staff, volunteers, and donors
• Ability to work in a multi-tasking fast paced environment
• Dynamic; able and willing to be flexible if changes arise
• Ability to work independently and as a team
• Familiarity with Microsoft Office Suite
• Spanish language fluency preferred

EXPERIENCE:

• Previous customer service experience required
• Previous supervisory experience preferred

WORKING ENVIRONMENT/PHYSICAL ACTIVITIES:

• Sitting at computer stations
• Answering phone calls
• Moving around museum campus throughout the day
• Subject to interruptions
• Occasionally lifting up to 50 lbs

MATERIALS AND EQUIPMENT USED DIRECTLY:

• Microsoft Office suite
• EMS (event management software)
• ATMS+ ticketing software
• Raiser’s Edge software
• Credit card processors
• Two-way radios
• Other typical office equipment

Position type: This position will be covered by a Collective Bargaining Agreement with AFSCME-CWU. 

Pay: The hiring range for the position is $21-23/hour based on experience. If language differential position: A $0.50 language differential is available for hours worked for candidates who have Spanish speaking proficiency. 

Benefits: A comprehensive medical/dental/vision plan, that can be extended to domestic partner, spouse, and children. DAM 100% paid Life Insurance, and Short/Long Term Disability. Generous sick and vacation paid time off and one personal day. Ten paid holidays. 403(b) Retirement Plan with immediate eligibility to contribute and those who meet the requirements after one year will qualify for the 3% non-elective contribution and 2% match program. A free RTD Eco Pass. Free Telehealth and Employee Assistance Program. Access to Headspace. Two weeks Paid Parental Leave. A free DAM Family Membership and perks. This position is based at the Denver Art Museum, which only has a pay to park option.   

We know that searching for a job can be stressful so we would like to give you an overview of the process to manage expectations. This role may require an interview with the hiring manager that will be held in-person at the DAM. This position will close, and we plan to contact qualified applicants shortly thereafter. Our desire is to hire a candidate as soon as possible. 

DENVER ART MUSEUM: 

As an institution, we believe the Denver Art Museum is both a platform for and an amplifier of the voices of all people. We are committed to elevating all voices, artworks and perspectives and strive to support racial equity inside and out.  

We prohibit discrimination against any person or organization based on age, race, sex, color, creed, religion, national origin, sexual orientation, transgender status, gender identity, gender expression, ancestry, marital status, veteran status, political service or affiliation, genetic information, or disability, as well as any other status protected by federal, state or local law. 

We strive to provide a professional and positive work environment for our employees. The Museum expressly prohibits any form of employee harassment on the basis of age, race, sex, color, creed, religion, national origin, sexual orientation, transgender status, gender identity, gender expression, ancestry, marital status, veteran status, political service or affiliation, genetic information, disability or any other applicable status protected by federal, state or local law.  Actions based on these or any legally protected characteristic will not be tolerated. 

We encourage the freedom of gender expression and/or gender presentation.  As an institution, we do not create barriers that may prevent any employee from expressing behaviors, mannerisms, interests, and appearances that represent their authentic personality or culture. Qualified candidates are expected to exemplify the DAM’s internal values, which include being dynamic, respectful, inclusive, creative, and curious.  The ability to maintain effective and positive working relationships with visitors, employees, volunteers, representatives of public and private entities, policy making bodies, and contractors is critical to the success of this position.