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National Geographic Society · 1 day ago

Customer Service and Ticketing Supervisor

Washington, DC

Full-time

Onsite

Senior Level

$25.58/hr - $25.58/hr

5+ years exp

The National Geographic Society is undergoing a significant renovation project and is seeking a Customer Service and Ticketing Supervisor to oversee daily ticketing and customer service operations at the National Geographic Museum of Exploration. This role involves managing ticketing agents, facilitating customer support, and ensuring high-quality visitor experiences during museum operations and events.

Non Profit

No H1B

Responsibilities

Oversee the team of ticketing agents who staff the information desk and ticket office

Staff the museum and live events, serving as a point of contact for visitors and customers who need assistance

Help facilitate benefit redemption for National Geographic Society members

Support ticket sales and night-of staffing for all Museum of Exploration programming, including but not limited to National Geographic Live and museum after hours events

Provide support for rental and donor events as needed

Handle daily cash deposits and maintain financial records for reference purposes

Relay visitor feedback to Customer Service and Ticketing Manager

Hire and onboard new Ticketing staff and train existing staff with updates and changes as necessary

Coordinate weekly schedules for the ticketing team for museum operating hours and after-hours programming

Disseminate all updates and changes within ticketing system and customer service operations to Ticketing Agents

Maintain communications with Visitor Experience and Groups Supervisors for operational understanding of current and upcoming needs across the wider Visitor Experience/Services team

Provide relevant staff with daily reports detailing an overview of the day’s highlights and issues

Provide support with running automated reports from ticketing system as necessary

Disseminate NGS resources and provide support to Ticketing Agents as they relate to ticketing and customer service

Provide on campus event support across the Society as needed, including but not limited to National Geographic Live and Signature Events

Qualification

Customer service experienceTicketing system experienceCRM database experienceSupervisory experienceProactive problem solvingOral communication skillsInterpersonal skillsFlexibility

Required

High school diploma or GED required

5+ years of experience working in customer service

At least (2) years of experience at the supervisory level

Excellent oral communication and interpersonal skills

Flexibility and positivity in dealing with people

Experience working in a ticketing system

Experience with a CRM database

Ability to think quickly and be proactive about resolving customer service issues

Experience corresponding with customers and representing a large, internationally recognized brand

Ability to spend 5+ hours a day navigating our public spaces

Preferred

Bachelor's degree or equivalent experience a plus

Plus for being in a museum or arts and culture institution

Benefits

Medical, dental, and vision insurance

Engaging and comprehensive wellness program

401(k) retirement savings plan with matching contributions after 6 months of employment

Flexible paid time off benefits with up to 22 days of paid annual leave per calendar year (15 days for new hires in their first year, prorated based on the number of pay periods remaining in the year) and 10 days of sick leave

12 paid holidays and a paid winter break between December 25 and 31 (May not apply to all roles that are required to work during high volume seasons or essential workers. Please check with the hiring manager for confirmation.)

Paid parental leave

Adoption and surrogacy expense reimbursement

Fertility benefits

Learning and development opportunities

Lifestyle Spending Account

Pet adoption assistance and insurance

Pre-tax transportation benefits with a generous employer subsidy

Employer-paid life insurance and disability benefit

A variety of National Geographic discounts and perks