About Denver Botanic Gardens: Green inside and out, Denver Botanic Gardens was founded in 1951 and is considered one of the top botanical gardens in the United States and a pioneer in water conservation. Accredited by the American Alliance of Museums, The Gardens has a robust living plant collection, natural history collection and art collection along with temporary art exhibitions. The Gardens is a dynamic, 24-acre urban oasis in the heart of the city, offering unforgettable opportunities to flourish with unique garden experiences for the whole family – as well as world-class exhibitions, education, and plant conservation research programs.

For more information, visit us online at www.botanicgardens.org.

Denver Botanic Gardens is currently seeking a Full Time Resource Center Lead Representative in our Membership Department! Read below to see if the requirements might be a good fit for you:

Position Summary

This position assists with the day-to-day operations of the Resource Center including but not limited to answering incoming calls, responding to voicemails and emails and covering staff breaks. The Resource Center Lead Representative will provide support for the Resource Center in the absence of the Resource Center Coordinator. This includes setting up and monitoring team chat, ensuring staff take scheduled breaks, assisting with advanced customer service concerns and answering questions for the team. They will work closely with the Resource Center Coordinator and Membership and Resource Center Manager and Assistant Manager to evaluate and establish best practices.

Requirements

General Duties and Responsibilities

• Provides outstanding customer service to all staff, visitors, and Denver Botanic Gardens customers, including but not limited to phone, in-person, written, verbal, and electronic communication.
• Works with Resource Center Coordinator to ensure that all voicemails and emails received by the Resource Center are responded to within established guidelines. Assign responsibilities to trained Resource Center staff as necessary.
• Ensures the operation of the Resource Center, including opening and closing of the phone queue and office space.
• Logs in to Resource Center phone queue daily.
• Assists representatives as needed to ensure staff provide accurate information to callers and follow-up as needed.
• Handles all aspects of phone sales including but not limited to membership, ticket, and course registration sales, refunds, and exchanges through ATMS and Converge.
• Assists in maintaining accurate membership records by updating information in ATMS and Raiser’s Edge, merging membership records, and assist with member account troubleshooting.
• Facilitates break coverage for staff working in responsible area.
• Provides additional support for customer service concerns. De-escalates and resolves elevated customer service concerns.
• Maintains in-depth understanding of technology needs and programs used in the Resource Center.
• Assists in the photography permit program including booking one-time and annual permits.
• Works with manager, and other departments as necessary, to establish departmental policy standards.
• Creates a daily Teams chat for ease of communication between staff members working in the established area. Updates the team as relevant information is provided.
• Maintains the standards of professionalism, including maintaining a positive, solution-oriented team demeanor.
• Reviews yearly calendar with Member and Resource Center Manager to insure staffing and training needs.
• Works with all departments to assure the highest quality experience for all Denver Botanic Gardens visitors throughout the Gardens.
• Seeks to be knowledgeable about all Denver Botanic Gardens horticulture, exhibits, programs, and events to reflect the experience and brand at the Gardens.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Position Qualifications: Knowledge, Skills, and Abilities

• Must be flexible and able to handle multiple and changing priorities.
• Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team.
• Must be able to maintain confidentiality of information.
• Ability to write reports, business correspondence, and procedure manuals.
• Must be a self-motivated team player with the ability to meet deadlines, remain flexible, approach projects proactively, and provide intentional feedback to the team.
• Accurate data entry skills required.

• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans, when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends, events and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.

Experience/Education:

• High school diploma / GED and/or combination of education and equivalent experience is required.
• Minimum 2 years of experience in a customer service-related field.
• Experience mentoring staff a plus.
• Experience working in a call center is a plus.

Denver Botanic Gardens has an incredible benefits package for eligible employees!

Our major benefits include a choice of Medical Plans, a Dental and Vision Plan and Life Insurance Plan. We have a Flexible Spending Account (FSA) and a Healthcare Spending Account (HSA).

The Gardens offers a generous Retirement Savings Plan with Company contribution of 6% after one year of service for eligible participants.

The Gardens also offers paid holidays, vacation, sick time and access to personal lines of insurance. Additional benefits include short-term and long-term disability coverage, an Employee Assistance Program (EAP) and an RTD ECO pass.

For eligible employees, The Gardens employment also includes a complimentary Denver Botanic Gardens Membership, access to Gardens education classes and summer concert tickets.

Come work for a place that offers you SO much more than just a paycheck!