Call Center, Guest Services Representative

The Guest Services Representative, Call-Center supports excellent customer service and a welcoming, positive experience for all visitors with a particular focus on supporting the Descanso Gardens seasonal programs "Carved" and "Enchanted: Forest of Light." Under the direction of the Call Center Coordinator, the Representative works directly with the public, members, staff, and volunteers across all guest service areas, but with a focus on phone call and email communications.

JOB CLASSIFICATION:

This is a part-time seasonal, non-exempt position. Descanso Gardens are open 364 days per year with extended evening hours in spring and summer and evening programming in fall and winter. Shift times and schedules may change based on operational needs and include weekends, mornings, and evenings.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Ensures excellent customer service and positive visitor experiences.
• Ensures day-to-day call-center operations under the direction of the Call Center Coordinator

• Responds to calls and emails per the guidelines given by the Call Center Coordinator
• Communicates across departments to support events, programs, membership, and development activities.
• Performs admissions, ticketing, membership sales, renewals, upgrades, opening/closing duties, and public program support.
• Supports Boddy House, Sturt Haaga Gallery, Descanso Railroad, and Courtesy Shuttle operations.
• Trained in First Aid, AED operation, and incident documentation.
• Performs other duties as assigned.

QUALIFICATIONS AND REQUIREMENTS:

• 1 year sales and cash handling experience preferred.
• 2 years customer service experience required.
• 1 year experience in a call center position preferred.
• Experience with Altru by Blackbaud preferred.
• Intermediate knowledge of Gmail, Google Docs, and Google Sheets preferred. Excellent communication skills and telephone etiquette required.
• Valid California driver's license required.

EQUIPMENT USED AND PHYSICAL DEMANDS:

Computer, cash register, phone, credit card processing equipment, office equipment, two-way radio, and courtesy shuttle. Must be able to work indoors and outdoors, walk long distances, stand for extended periods, and occasionally lift up to 15 pounds.

Compensation: Up to $18.50 per hour

Work Location: In person