The Chicago Architecture Foundation is a nonprofit organization dedicated to advancing public interest and education in architecture and design. The Chicago Architecture Foundation presents a comprehensive program of tours, exhibitions, lectures, special events, and adult and youth education activities, all designed to enhance the public’s awareness and appreciation of Chicago’s outstanding architectural legacy.

Position Summary:  Responsible for providing knowledgeable answers to customer inquiries on CAF Tours and Programs, selling tickets for various events, providing support to Call Center, Box Office and Guest Service, responding to customer comments/complaints, and other duties as assigned

• Responsible for selling CAF tour and program tickets to customers and members via phone orders and in person
• Responsible for learning the various tour and program offerings of CAF and be able to answer questions
• Master all database and ticketing systems necessary to support call center operations and conduct trouble-shooting as needed
• Proactively informs and sells customers on CAF tour and program offerings
• Provides support answering phones through a high volume call center hotline and assists with the monitoring of call volume
• Provides CAF customers and members an excellent level of customer service at all times
• Provide trouble-shooting for customer issues regarding tours, programs, and ticketing related questions
• Works with the Guest Relations Supervisor to help resolve customer service-related issues in a timely manner
• Follow-up with and resolve customer questions, comments, and complaints
• Assists with box office sales and check-in
• Assists with membership enrollment and renewals
• Help in the identification of improving Call Center processes and procedures
• Provide support for Tours and Public Programs to monitor ticket inventory, accuracy of print and web information, and other customer information as needed
• Responsible for upkeep of the Call Center, Box Office and Guest Relations Desk area (including restocking of brochures, light cleaning, and other duties as assigned)
• Follows all standards, policies and procedures set forth by CAF and Guest Relations Supervisor

Education and Experience –

• Associates Degree with an emphasis in Management or Hospitality is desirable
• Minimum of one year of working in a call center, box office, concierge desk, admissions or tourism office while providing a high level of customer service
• High level of comfort with technology is required
• Experience utilizing ticketing systems (Ticketmaster and Patron’s Edge) is preferred
• Prompt, courteous, enthusiastic, knowledgeable, and consistent customer attitude
• Excellent communication skills are required
• Excellent interpersonal skills and ability to maintain good working relationships with the public, CAF members, employees, docents, and volunteers
• Ability to work both independently and as part of team
• Detail oriented, ability to prioritize and multi-task, good decision-making and communication skills, maintains calmness under high pressure
• Must be able to stand or sit for long periods of time

Chicago Architecture Foundation is an Equal Opportunity Employer.