Member Engagement Representative

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

Please click on the links below to view our competitive, comprehensive benefits package:

• Hiring Range
• Benefits
• PTO Overview
• Job Classification: Full-Time Hourly Staff
• Grade Level: 3

Uploading a cover letter would be a plus!

ABOUT THE DEPARTMENT

Member Engagement is responsible for creating, implementing, and maintaining a thriving experience for the museum’s members and visitors. The team consists of enthusiastic and warm individuals devoted to providing all members and visitors of the museum a rewarding and wonderful experience onsite, through email, and by phone.

ABOUT THE POSITION

The Member Engagement Representative plays a central role in welcoming members and visitors to the Art Institute of Chicago. A successful candidate will demonstrate the ability to work with poise, generosity, and attention to detail on a collaborative team, providing excellent hospitality to members and visitors alike, in alignment with the Member Engagement team’s hospitality, fundraising, and inclusion and equity efforts.

The representative’s primary responsibilities will include supporting revenue growth by selling memberships to museum visitors and assisting current members with renewals and upgrades. Efficiency and accuracy is key for all membership transactions, conducted through various fundraising and stewardship channels; including, on-site and online membership portals, the ticketing system, and the fundraising database. Most significantly, the Member Engagement Representative will be responsible for locating member records in the constituent database, confirming information and updating records as necessary, and troubleshooting errors across the database and membership sales software.

The Member Engagement Representative will maintain a thorough understanding of all levels of membership and each level’s respective benefits, and retain knowledge of financial protocol associated with transaction procedures. Additionally, the representative will keep abreast information regarding current and future exhibitions, events, programs, lectures, etc., and will be prepared to effectively convey this information to members and visitors in effort to deepen their relationship with and improve their access to the museum.

In addition, the Member Engagement Representative will prioritize centering ease and hospitality, including visit planning, on-site experiences, and campus navigation. Representatives may also assist department initiatives by responding to member, donor, and visitor inquiries across all communication platforms, including phone and email channels. The Member Engagement Representative will embody an adaptive and flexible approach to learning new technologies.

They will interact with members and visitors to ensure complaint resolution by addressing issues in the moment and/or offering to research the issue and provide timely and accurate follow up. Crucially, the representative will be comfortable answering questions by responding to inquiries with primary emphasis on fostering donor stewardship. The Member Engagement Representative will work closely with colleagues in Member Engagement, Visitor Engagement, Advancement Operations, and other relevant museum departments to research and resolve member and visitor service issues while accurately identifying and communicating feedback trends to management. This also includes communication and facilitation of art related inquiries with the museum’s curatorial departments.

RESPONSIBILITIES

Communication: Assist member and visitor inquiries via in-person interactions and correspondence via phone and email channels, specifically in reference to membership and admissions information, interests, questions, and museum operations. Supports administrative tasks, including; refund requests, payment processing, research and resolution, and performs necessary follow up. As needed, prepares member and visitor feedback documentation, and communicates trends to Member Engagement management.

Technology: Maintain high working knowledge of department technology systems, including basic technical troubleshooting; monitors, documents, and communicates systems related errors, specifically those related to on-site and online membership portals, the ticketing system, and the fundraising database. Develops foundational knowledge of the phone communication system, to support inbound/outbound calls.

Departmental support: Supports workflow systems, processes, and organizational practices for the Member Engagement department; collaborates with on-site (5) and communications (4) team members to support department workflows and communicates effectively with membership management (5) on project management and implementation. Ensures membership desks maintain inventory of stewardship tools and membership fulfillment supplies.

Collaboration: Maintains clear communication with colleagues about ongoing priorities, goals, and projects. Initiates and supports other departmental projects as needed; facilitates identification and communication to external colleagues that supports all engagement channels; performs other duties as assigned.

PHYSICAL REQUIREMENTS

• Prolonged periods sitting at a desk and working on a computer.
• Occasionally moves throughout the museum to access and restock inventory; including service tools, fulfillment materials, etc.
• Must be able to stand/walk for periods on-site in the museum.
• Specific vision abilities required by this job include close vision, ability to adjust focus, and the ability to sustain prolonged verbal communication.

QUALIFICATIONS

• Strong commitment to equity and practice of creating an inclusive and welcoming experience in service and/or hospitality settings
• The successful candidate should:
• • have excellent public contact skills; strong communication skills, both oral and written, with the ability to interact with donors of all giving levels
  • take initiative in working with cross-functional teams and when supporting member and visitor questions and needs
  • be a creative thinker and solution finder
• Established professional service, sales, fundraising or hospitality experience with demonstrated experience in providing personalized hospitality and relationship building
• Familiarity with Microsoft Office (Excel, Word, PowerPoint) and Google Workspace; ability to learn museum-specific donor database and membership sales software
  • Experience with Raiser’s Edge and/or Galaxy preferred
• Enthusiasm and desire to promote personal and professional growth mandatory

UNION INFO

This position is part of a bargaining unit represented by AFSCME Council 31.

The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, veteran status or citizenship. The Institute complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources at apply_help@artic.edu.