Membership Support Assistant

RESPONSIBILITIES

Work with Membership Coordinator to manage membership inquiries and provide excellent customer service to current, lapsed and prospective members by responding to phone calls, voicemails, and emails
Update membership records in CRM (Tessitura) and assist in ensuring data is clean and accurate
Keep membership FAQs up to date (both internal and external)
Schedule meetings for the team, aggregate and distributing agendas, and taking notes
Invoice and PO payment
Expense reports for Director of Membership’s corporate credit card
Assist with all membership events, in coordination with Membership and Special Events teams
Serve as an additional point person for Visitor Services team, ensuring onsite membership customer service and experience meets and exceeds set standards of excellence
Engage in team brainstorms and implementation of new initiatives
Assist with special projects or other departmental responsibilities and tasks as assigned

CORE COMPETENCIES

Analytical Rigor: Simplifies complex problems by using critical thinking to evaluate problems, gathering information, incorporating multiple perspectives, understanding causes, and identifying best-possible solutions. Invests time in planning, discovery, and reflection to drive better decisions and more efficient implementations. Adopts an audience-centric approach, understanding the needs of the audience and incorporating them, as appropriate, into the decision.

Courageous Communication: Intentionally works well with others both on the team and cross-functionally to achieve individual, team, department, or organizational goals. Values diverse input and working with others as a way to achieve the best output possible.

Collaborative Excellence: Displays courage when handling difficult conversations and genuinely and intentionally communicates. Relays key messages effectively, targeted to specific audiences. Identifies others' communication styles and perspectives, adjusting language and approach accordingly. Employs active listening to understand, rather than reply. Asks for, integrates, and values feedback from team, peers, and leaders.

Adaptive Resilience: Thrives and grows in a rapidly changing and complex environment. Displays flexibility, activates networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.

Inclusive Interaction: Actively contributes to an environment in which all employees feel a sense of belonging, valued for their differences and empowered to participate and contribute freely.

Delivering Results & Meeting Customer Expectations: Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves goals

PHYSICAL REQUIREMENTS

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

• Ability to stand and walk for extended periods, up to 8 hours per shift.
• Ability to move throughout multiple Museum locations, including galleries, theaters, outdoor spaces, and other public areas.
• Ability to maintain an active and visible presence while providing exceptional guest service.
• Ability to work in a high-volume, public-facing environment with large groups of guests, including school groups, tours, special events, and peak attendance periods, while maintaining professionalism, situational awareness, and composure.
• Ability to frequently bend, reach, stoop, kneel, crouch, and climb stairs as needed.
• Ability to occasionally lift, carry, push, and pull items weighing up to 25 pounds, including wheelchairs, stanchions, signage, guest service equipment, and other operational materials.
• Ability to communicate clearly and effectively with guests and colleagues in person, by telephone, and over two-way radio.
• Ability to work both indoors and outdoors in varying environmental conditions.
• Ability to maintain awareness of guest activity and surrounding conditions while monitoring galleries, queues, and public spaces.

QUALIFICATIONS

Bachelors degree in relevant field and/or a minimum of 2-3 years of experience in membership, customer service, marketing, or a related field; preferably at a museum or cultural institution
Public-facing customer service experience required
Excellent interpersonal and communication skills; both written and verbal
Ability to work evenings and weekends for membership events as needed
Ability to work collaboratively in a team environment and manage multiple tasks simultaneously
Ability to create systems and processes
Proficiency in Microsoft tools (Excel, Word, Teams, OneDrive, Planner)
Expertise with donor databases; strong preference for experience with Tessitura