The Membership Representative is responsible for selling and promoting memberships in support of the Museum’s strategic objectives. This position serves as primary point of contact and representative for on-site sales and services of all existing and prospective members. The Membership Representative proactively anticipates and addresses member needs, inquires and services.
JOB RESPONSIBILITIES AND DUTIES:
1. Serves as a Membership Representative for the Rock Hall.
Greets and actively engages visitors and members to promote, sell, renew and upgrade memberships to meet the Museum’s membership sales goals.
Articulates to public and Rock Hall staff the membership levels and corresponding benefits and dues.
Provides expedited check-in for members and monitors admission experiences for members and prospective members to ensure an excellent experience.
Collaborates with Visitor Services and Box Office staff to provide the highest level of prompt, courteous and accurate customer service.
Responds to member inquiries via phone and email as needed.
Performs visitor exit surveys as needed.
Processes Membership sales and generates and updates member records.
Maintains accurate records and reports regarding onsite sales and inventory.
Maintains cash drawer, credit card transactions and payments.
2. Assists in the development and communication of Membership department activities.
Works with Director of Development, Annual Fund and Development Manager, Annual Fund and Membership, and Membership Services Supervisor to assist with prospecting and lead generation for new members, on-site promotions and special offers.
Assists with training staff on membership sales procedures and communicates all current offers and promotions.
Maintains proficiency with the museum’s ticketing and CRM software.
Duties include but may not be limited to the above.
JOB REQUIREMENTS AND QUALIFICATIONS:
1.Education Level: Ability to read and demonstrate basic oral, written, mathematical and manual skills. Ability to communicate in standard English. High school graduate and equivalent professional experience.
2.Experience in Field: A minimum of two (2) years experience in a highly visible customer service or sales related position. Prior museum experience and understanding of member and donor relations preferred.
Must be highly organizational with the ability to multitask while processing a high volume of membership sales and transactions.
Must be exceptionally outgoing and personable with the ability to interact effectively with museum staff, volunteers, members and visitors.
Must display a positive attitude toward guests and other museum staff in every interaction.
Excellent oral and communication skills.
Prior experience with box office and/or ticketing software helpful.
Must have a high level of integrity and accuracy in handling monetary exchanges.
Working knowledge of fundraising and ticketing software or other CRMs and computer literate in standard office management software, including Microsoft Office applications.
Passion and knowledge of Rock and Roll is a plus.
Ability to work both independently and collaboratively .
A professional and resourceful style; willingness to take initiative, manage multiple tasks and projects at a time; and willingness to learn and work without close oversight.
Demonstrates sound judgement and thinks of the big-picture considering the impact of decisions across the institution as a whole.
Ability to effectively and tactfully manage and resolve conflicts/customer service issues as they arise.
Approaches others in a positive manner and builds solid long-term relationships with key stakeholders inside and outside the organization.
Exhibits flexibility and can adapt to shifting departmental priorities and organizational operations.
Ability to successfully pass a Rock and Roll Hall of Fame and Museum reference check, background investigation, and drug screen.
a.Environmental Parameters: Ability to work in a variety of settings.
Strength: Ability to lift/move up to 20 lbs. (approximately).
Type: Express or exchange ideas by means of spoken word and to perceive nature of sounds. Ability to hear accurately to interact with the public and co-workers. Demonstrate clarity of vision; judge distance and space relationships; identify and distinguish colors. Ability to perform tasks concurrently. Ability to perform administrative duties, typing, filing, bending over to low files, reaching high files. Work involves a mix of standing and sitting depending on the day or activity.
5.Work Schedule: Ability to work up to 40 hours per week; any shift as assigned, including evenings, weekends and holidays. Hours are primarily 8:45 am to 5:45 pm. Ability to work overtime as business needs demand.
6.Equipment Used: Personal computer, telephone, photocopier, fax machine, calculator and other office equipment.
7.Safety Hazards: Minimal hazards. General office working conditions.
Analytical: Ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.
Communication: Ability to be conversant in Museum rules and procedures. Ability to understand and carry out written or verbal instructions. Ability to answer inquiries from visitors, employees, donors, sponsors, and members.
Administrative: Ability to complete forms. Ability to pay attention to detail and accurately distinguish data.
Motor Coordination: Ability to make necessary movements in selecting, picking and depositing items.
Finger Dexterity: Ability to pick, pinch or otherwise work with fingers to operate above equipment. Ability to pick up a variety of items and place them on shelves; to move knobs, buttons or switches.
Manual Dexterity: Ability to seize, hold, grasp, turn or otherwise work with hands. Ability to shake, sort, fold or stack items; to place and retrieve items.
This job description does not list all the duties of the position. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
About Rock & Roll Hall of Fame
We are a nonprofit organization that exists to engage, teach, and inspire through the power of Rock and Roll. We carry out this mission through our educational programs, our library and archives, and through the operation of our world-class museum that collects, preserves, exhibits, and interprets Rock and Roll. The Rock & Roll Hall of Fame values innovation, collaboration and intentional growth. Over the last 23 years, we have hosted nearly 12 million visitors onsite. Passion for music is a must.