Customer Service Lead
Date: 03/07/2024
Division / Department: Museum OPS - Revenue OKC
Location: OKC
FLSA: FULL TIME HOURLY POSITION
Reporting Manager: Director Customer Service
MISSION: The Museum of the Bible is a global, innovative, educational institution whose purpose is to invite all people to engage with the transformative power of the Bible.
POSITION SUMMARY
The customer service lead position serves as the “go to” associate and is responsible for leading by example by providing quality and efficient customer service to customers and by helping associates maximize every customer interaction. They will support the team through motivation, coaching, counseling, training, and problem solving. The lead also assists in other duties as assigned by their supervisor.

DUTIES & RESPONSIBILITIES
Acting Manager when the Manager is out of the office.
Manage incoming calls and maintain an elevated level of professionalism with customers.
Serves as a role model and coach for call center associates.
Ensure e-mails and iChat are answered within the specified time frame.
First person to receive customer escalations.
Build sustainable and lasting relationships with MOTB customers.
Supports customer acquisition and retention plans.
Proactively seeks out new ways to be more efficient and effective.
Executes and teaches the strategy for MoTB and the Customer Service Team as laid out by the Director.
QUALIFICATIONS & REQUIREMENTS
Education:
Bachelor’s degree preferred.
High School Diploma / GED
Skills / Core Competencies
Organizational Skills / Multi-tasking / Prioritize / Time Management
Clear & Concise Communicator
Patient and empathetic.
Proficient at Microsoft Office Suite of products

Champion our mission to invite all people to engage with the transformative power of the Bible.

Abilities / Attributes
Organizational Skills / Multi-tasking / Prioritize / Time Management
Clear & Concise Communicator
Patient and empathetic.
Proficient at Microsoft Office Suite of products

As needed, inclusion in official or incidental photographs and videos for MOTB and/or guests