The Fine Arts Museums of San Francisco is seeking a Member Services Assistant. Member Services Assistants at the Fine Arts Museums of San Francisco are responsible for providing excellent customer service and advancing the Museums’ industry-leading membership program, which contains over 100,000 member households. The staff handles a high volume of diverse requests and is expected to be a resource for all patrons who contact the department. The objective of this position is to provide outstanding and courteous service, ensure a high level of customer satisfaction, and provide support for the membership program at large.

Typical Duties and Responsibilities:
Provides customer service to members and potential members by phone, email, and mail. Takes phone orders for new, renewing, upgrading, and gift memberships.
Uses ACME and CRM databases to assist members with inquiries, record interactions with members, provide full service ticketing, and update member information.
Coordinates with internal receptionists and off-site call center staff to research and resolve problems with membership payments.
Coordinates with Data Services team to ensure correct processing and application of gifts, record information, and membership adjustments as needed.
Disseminates information about membership and the Museums in general to museum members and the public.
Composes letters, welcome emails, event information, RSVP’s and responses to member inquiries.
Coordinates with internal accounting team and external payment processors to verify and reconcile payments with Data Services and Accounting. Follows up on charge backs to rectify any payment issues with members.
Prepares gift membership notification packets, and fulfills requests for complimentary memberships and membership donations. Assists with other Membership department mailings as needed.
Assists with the planning and implementation of Membership’s multi-channel communications.
Makes thank you/stewardship calls, and provides upgrade information.
Compiles, tracks, and reports Member Services activities for the Director of Membership to help department identify both successes and where improvements can be made for efficiencies and best practices.
Maintains customer service files and performs other filing duties. Maintains office supplies for Membership department by taking inventory and ordering restock as needed.
Provides assistance with user acceptance testing and implementation support with Acme, Salesforce, and other new systems as they are added.
Supports the ongoing analysis of membership benefits, events, and communications and offers insights for improvements.
Assists with events as needed.

Minimum Qualifications:
Education: A B.A degree from an accredited college or university.

Work Experience: Must have one year of customer service experience, preferably at a non-profit.

Skills and Abilities:
Requires excellent phone manner and the ability to communicate complex information over the phone in a clear and concise way.
Ability to deal courteously and effectively with Museum members, the public, and staff.
Knowledge of Microsoft Office (Word, Excel, and Outlook) and donor database software (preferably Raiser’s Edge). Ticketing software experience a plus.
Ability to work on a computer on a continuous, daily basis.
Strong follow-through, problem-solving, and administrative skills.
Ability to maintain confidentiality of members’ credit information, a professional demeanor, accuracy, and attention to detail.
Must be able to type at least 45 wpm.

Step 1 of the pay range is $18.40 per hour.

This Union position is full-time, and has a full benefits package including medical, dental, vision and generous vacation, sick, and holiday policy.

Application Deadline: March 20, 2019

The Fine Arts Museums of San Francisco are the city’s largest public arts institutions and comprise the de Young and the Legion of Honor museums. The de Young, designed by Herzog & de Meuron and located in Golden Gate Park, showcases American art from the 17th through the 21st centuries, international contemporary art, textiles and costumes, and art from the Americas, the Pacific, and Africa. The Legion of Honor displays a collection of over 4,000 years of ancient and European art including Auguste Rodin’s The Thinker and houses the Achenbach Foundation for Graphic Arts in a Beaux-Arts style building overlooking Lincoln Park and the Golden Gate Bridge.

COFAM is the Corporation of Fine Arts Museums and is the privately funded non-profit corporation which supports the Fine Arts Museums of San Francisco, a department of the City and County of San Francisco.

COFAM is proud to be an equal opportunity employer and is committed to a policy of nondiscrimination in all phases of employment in accordance with all federal, state, and local laws.