The Franklin Institute, the most visited museum in the
Commonwealth of Pennsylvania, strives to be the world leader in promoting
science and technology education and literacy through inspiring and engaging
experiences that cultivate curiosity, critical thinking, and an understanding
of the crucial role science plays in our lives.
At The
Franklin Institute, we provide an environment that is as nurturing as it is
dynamic. Our team-oriented approach allows for ample learning and career growth
opportunities. We think you will find the Institute offers the ideal atmosphere
in which to best use your skills and talents. We are eager for your input,
ideas, and inspiration.
Position
Description
The Contact Center Manager is responsible for
executing the daily operations of the Contact Center. This position will work
closely with staff to ensure that every potential guest to The Franklin
Institute (TFI) is prepared for an amazing visit!
This is achieved by guaranteeing both inbound
and outgoing calls and emails to TFI are handled in a professional and
efficient manner through training, coaching, and supervising the activities of
all Contact Center staff members.
The Contact Center Manager is responsible for
customer service for various audiences including members, school groups, and
the public. This job will play a key role in the curation and sales of school
and summer field trips. Additionally,
they will resolve customer complaints and payment issues, review and send
mailings and confirmations, and complete ticket orders.
The Contact Center Manager will also be
responsible for:
·
Oversee
donation requests including correspondence and fulfillment.
·
Assist in
answering customer phone calls and email inquiries.
·
Support floor
operations by assisting in managing staff, selling tickets at point of sale,
and providing general customer service support.
·
Coordinate
handling of visitor suggestions and complaints; administer refunds or other
visitor transactions as needed.
·
Other duties
as assigned.
Position
Requirements
·
College degree or a minimum of three
years of relevant management experience, preferably in a contact center or
related customer service role for attractions.
·
Excellent interpersonal, managerial,
communication, and organizational skills.
·
Excellent coaching and training ability
and a proven commitment to managing and providing excellent customer service.
·
Proven leadership roles with a strong
background of managing a team in a guest-facing organization.
·
Experience with fulfillment or ticket
delivery for programs larger than 150,000 attendees annually.
Status
·
Full-time, 37.5 hours per week, with a willingness to work irregular hours including some nights, weekends, and holidays.
Benefits Information
The Franklin Institute offers a comprehensive benefits package
including health, dental, and vision, 401K, life insurance and disability
coverage. We also offer generous Paid Time Off, paid holidays, and numerous
wellness program benefits.
To apply, please visit
our Career
Center. We look forward to hearing from
you!
Research
shows that women and people from underrepresented groups often apply to jobs
only if they meet 100% of the qualifications.
We recognize that it is highly unlikely that someone meets 100% of the
qualifications for a role. If much of
this job description describes you, then please apply for this role.
The Franklin
Institute is an equal opportunity employer. We do not discriminate on the basis
of race, color, gender, gender identity, sexual orientation, age, religion,
national or ethnic origin, disability or protected veteran status.
