The Henry Ford is a nonprofit organization, an internationally recognized cultural destination, and a one-of-a-kind workplace. Our team is inspired daily by one another as well as the authentic stories of innovation that we share across our four venues. We want you to be part of this legacy and take it forward.

We are currently accepting applications for a year-round part-time Group Services Contact Center Specialist. In this role, you will serve as a member of the Contact Center Leadership team providing operational support to the team of cross-trained staff. This position supports the Manager of Admissions and Membership Sales and is responsible for analyzing and processing all group sales and group inquiries derived from phone, mail, and electronic requests. More specifically, responsible for analyzing and processing group reservation sales inquiries derived from the general phone queue, email inboxes and various internal program leaders. Provides expertise in group reservation processes to the contact center and other internal teams.

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Essential Responsibilities:

• Ensures accuracy of group reservation sales and serves as primary customer service representative to all tour operators and high level internal/external clients.
• Supports daily Contact Center operations by attending daily briefing, keeping up to date with current ticket and membership offers, and providing leadership support as needed to the team.
• Assists with managing the Contact Center incoming queue and various mailboxes. Knows and can manage Contact Center operations via Avaya. Provides back-up phone support as necessary.
• Processes and fulfills each group reservation ticket order. Prepares consignment orders, confirmation letters, and fulfillment packages for Educational, Community Outreach Partners, Certified Tour and Adult / non-school Youth groups.
• Provides expertise to the Guest Services Unit, Contact Center representatives and internal managers on specialty group products and programs.
• Serves as a group representative at the front of house when needed. Assists Guest Service and Part-time Contact Center team in processing group reservations and any service recovery issues.
• Monitors collections reports. Provides monthly status reports on reservation collections and service recovery.
• Processes cash, check and charge cards electronically.
• Coordinates with the Contact Center Supervisors in maximizing daily coverage of incoming calls with the understanding that overall phone coverage is the team's first priority.
• Assists the Guest Services Supervisors in Internal client service. Attend meetings with internal managers and support team when directed.
• Contributes to the effective team management of all problems, issues and opportunities.
• Performs other activities, as necessary.

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Your Qualifications:

• Associate Degree or equivalent work experience in systems, sales and procedural operations.
• 3 or more years of experience working with computers and databases.
• Knowledge of Microsoft Outlook, Word, Excel and Access
• Two years of customer service experience, within a call center environment preferred.

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Special Skills:

• High degree of multi-tasking skill required, with strong component of accuracy required.

• Very well-organized with excellent written and verbal skills.

• Pleasant, outgoing, well-organized, detail-oriented team worker.

• Effective management skills in high volume in work environment.

• Ability to lead and motivate others.

• Self-directed, able to take responsibility and make decisions.

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This job description is subject to change at any time.

It is the policy of The Henry Ford to prohibit discrimination in any employment, donor or volunteering opportunity (including but not limited to recruitment, hire, employment, program participation, promotion, salary, benefits, termination and all other terms and conditions of employment or service as a volunteer) based on race, color, sex, sexual orientation, gender, gender identity/expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability. Marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. This Policy applies to all of our employees, donors and volunteers to ensure that they are treated without discrimination.