Center Coordinator (Sales Floor Lead - Full-time, Hybrid)

Job Title: Center Coordinator 

Location: Chicago Architecture Center 

Department: Tourism  

Salary Range: $21.00 - $26.00/hourly 

Reports To: Ticketing & Guest Experience Manager 

Schedule: Tue-Sat (during Peak Season Fri and Sat will be the closing shift until 7:30pm) 

FLSA Status: Full-time, Hourly, Non-Exempt 

The Center Coordinator is responsible for overseeing the day-to-day public-facing operations of the Chicago Architecture Center (CAC), primarily at the 111 E Wacker Location, and can support the CAC Marquette Hub if needed. This includes managing and supporting the Box Office, Call Center staff, Retail Store, Exhibits, and Events. In addition, the Center Coordinator will handle donation requests, ensure smooth operations across all public-facing areas, and act as the Manager on Duty for both Ticketing and Retail when required. This role requires a strong ability to manage staff, troubleshoot guest issues, oversee cash handling, and ensure exceptional customer service in a dynamic, fast-paced environment.

Essential Functions/Responsibilities:

• Manage the daily operations of all public-facing areas, including Box Office, Call Center, Retail Store (when needed), and exhibits. 
• Ensure smooth coordination between departments, contributing to the seamless guest experience. 
• Act as Manager on Duty for both Ticketing and Retail, providing leadership and support in resolving issues or making final decisions. 
• Monitor and manage the physical environment of the Center and Hub, including adjusting lighting, music, and temperature to create a welcoming atmosphere. 
• Ensure the Chicago City Model and Movie are functioning properly alongside other exhibit technologies. 
• Responsible for the daily needs of the Center and Hub by regularly spending time on the floor, making rounds to check on the exhibits, lobby, restrooms, work areas, and Ticketing associates. 
• Ensure all areas are clean, operational, and provide an excellent guest experience. 
• Proactively identify and resolve any issues that may arise throughout the Center and Hub during the day. 
• Handle cash transactions up to $1,000, ensuring accurate reconciliation and secure management of cash at the Box Office and Retail Store. 
• Maintain Box Office drawers at $100 and Retail Store drawers at $150. 
• Count daily cash drawers and ensure all financial transactions are accurately recorded. 
• Prepare and send the daily summary and finance reports, including data from all selling systems (Ticketing, Retail, and Donation systems). 
• Provide excellent customer service, resolve guest issues efficiently, and make final decisions on escalated matters. 
• Ensure all interactions with guests, members, docents, and volunteers are handled with professionalism and courtesy. 
• Monitor external email accounts (Info, Tickets, Box Office) and respond to inquiries in a timely manner. 
• Assist in training new hire associates, ensuring they are proficient in ticketing and retail systems, with coordination alongside the Retail Coordinator and Management Team. 
• Support team members in providing superior service and achieving sales goals. 
• Ensure that all exhibits and events are running smoothly, including the management of Box Office video displays and coordination with relevant departments. 
• Oversee and manage donation requests, ensuring proper documentation and follow-up in accordance with CAC policies. 
• Assist in various operational tasks as needed, ensuring the smooth running of the Center's activities. 

Benefits & Perks 

• Health Insurance: Full-time positions are eligible for Medical, dental, and vision coverage with employer contributions
• Retirement: 401(k) retirement plan with employer match up to 4% eligibility for all employees.
• Paid Time Off: Full time positions are eligible for Vacation, Personal, Floating Holidays and paid holidays
• Wellness & Support: Employee Assistance Program (EAP) 
• Additional Benefits: Life insurance, short- and long-term disability coverage

Education

High School Diploma

Experience

• At least two years of experience in ticketing systems (preferably Ticketmaster, Tessitura) or similar databases. 
• Previous experience in a customer service-focused environment. 
• Proven problem-solving skills with experience in guest service and complaint resolution. 
• Experience in cash handling and financial reporting. 
• Ability to work flexible hours, including evenings, weekends, and holidays as needed. 

Skills

• Strong analytical and problem-solving abilities.  
• Ability to work independently and in a team environment.  
• Attention to detail and high degree of accuracy.  
• Ability to work under pressure and manage competing priorities.  
• Deep knowledge of Chicago’s philanthropic landscape is strongly preferred. 
• Exceptional interpersonal, communication, and relationship-building skills. 
• Strategic thinker with a hands-on approach and commitment to CAC’s mission. 

Physical Requirements:

• This position typically may require frequent: climbing, balancing, stopping, kneeling, crouching, crawling, reaching, standing, walking, grasping, feeling, talking, hearing, seeing, and repetitive motion.
• Must be able to stand or sit for long period of time.
• Must be able to lift up and move up to 40 lbs as needed.

The Chicago Architecture Center values the diversity of our community and the neighborhoods around it. We strive for a sense of belonging, and empowerment at work. We welcome everyone to join us on our tours, educational programs, and exhibitions, as well as to apply for our job openings.