Gift Shop Lead Associate at University of Wisconsin–Madison

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Full Time

Start Date

Immediate

Expiry Date

07 Aug, 26

Salary

22.0

Posted On

09 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Active Selling, Conflict Resolution, De-escalation, Cash Handling, Inventory Management, Team Leadership, Microsoft Office, Google Suite, Square for Retail, Time Management, Problem Solving

Industry

Higher Education

Description

Department Overview: ORGANIZATION OVERVIEW: Olbrich Botanical Gardens is home to 16 acres of outdoor display gardens and a 10,000 square foot tropical conservatory. The outdoor gardens include 10 unique specialty gardens and received the 2022 American Horticultural Society Environmental Award. Indoors, the tropical Bolz Conservatory exhibits an extraordinary collection of exotic plants and orchids complemented by colorful birds and koi. Olbrich is committed to a culture of sustainability and education so that everyone - including future generations - can experience and learn about the fascinating world of plants and gardens. Olbrich Botanical Gardens is operated through a public/private partnership between the City of Madison and the Olbrich Botanical Society (OBS), the non-profit organization that raises over $4.7 million each year to support the daily operation of the Gardens. Together both entities manage a combined operating budget of $7 million and an additional yearly capital improvement budget. OBS helps lead capital campaigns, including its most recent campaign (2020) that raised $6 million to build new greenhouses and the Frautschi Family Learning Center. INCLUSION COMMITMENT: In pursuit of our mission to enrich lives and inspire harmony with the natural world, Olbrich Botanical Gardens is committed to creating an inclusive environment where every visitor, volunteer, and staff member is valued and feels they belong. With mindful intent and a dedication to continuous learning, we will work to remove barriers to inclusion through education, organizational improvements, and collaborative partnerships with our diverse community. Together, we celebrate the importance of plants and foster a sustainable, connected world. The Organization has reviewed this position description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Please note other duties and responsibilities may be assigned or removed at any time. This document does not represent a contract of employment, and the Organization reserves the right to change this position description and/or assign tasks for the employee to perform, as the Organization may deem appropriate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Anticipated Hours Per Week 24 Schedule: WORK SCHEDULE: Regular Part-Time, 24 hours per week. Weekends and evening shifts required. The schedule for this position must be flexible and will change throughout the year. CURRENT SCHEDULE NEEDS: Tuesdays 2:30pm – 6:30pm, Wednesdays 9:30am – 1:30pm, Thursdays 10am – 6:30pm, Saturdays 9:30am – 5:30pm Salary/Wage Range: Hourly $22.00 to $22.00 Number Of Positions 1 Position Summary/Job Duties: PURPOSE OF POSITION: The Gift Shop Lead Associate at Olbrich Botanical Gardens will help maintain a clean, well-organized, and welcoming Gift Shop with a customer-first focus. They are responsible for supporting the Gift Shop through demonstrating exceptional customer service including de-escalation techniques, assistance with technical support and being a resource for upholding safety and procedural standards at Olbrich Gardens. This is a front-facing position and requires the ability to communicate clearly with a variety of guests, staff and volunteers. This position will act as decision maker and will uphold the overall standard of customer service in the absence of other managers. * ESSENTIAL DUTIES AND RESPONSIBILITES: Sales Performance & Hospitality (60%) * Support sales initiatives to help achieve or exceed revenue goals * Assist shoppers with selection and use active selling techniques to increase sales * Provide superior customer service leadership; greet and assist guests with a wide and shifting variety of needs including memberships, event information, and admissions * Maintain proper inventory controls through loss prevention strategies * Open and close the registers, make change for gift shop associates, assist with donation collection as needed, and troubleshoot financial discrepancies * Reconcile sales including cash, credit cards and gift cards and handle returns based on Olbrich Gardens Gift Shop’s policy * Assist in resolving customer complaints / questions and escalate issues to Gift Shop Manager when needed Team Support (20%) * Assist in training and mentoring retail associates, as directed by the Gift Shop Manager, ensuring adherence to operational standards when Gift Shop Manager is not available * Provide Gift Shop Associates with constructive feedback when Gift Shop Manager is not available * Support new hire selection, onboarding, training, and ongoing development to build a knowledgeable and motivated team * Ensure staff compliance with policies and procedures. Report concerns to the Gift Shop Manager or Guest Experience Director * Serve as the point of contact for emergencies in the absence of the Gift Shop Manager * Coordinate with Lead Guest Associates regarding upcoming events at the Gardens. Communicate this information to Gift Shop Associates via Events Binder and end of day emails Store Operations & Inventory Management (15%): * Assist in managing daily store operations, ensuring compliance with operational policies and procedures * Support cash handling procedures and ensure store security measures are upheld * Data entry * Troubleshoot technical issues as needed Other Related Duties (5%) * Act as a liaison between Guest Experience, Special Events, and Gift Shop when needed * Attend meetings in absence of Gift Shop Manager when necessary Perform Related Work as Assigned This job description describes the general nature and scope of responsibilities for this position. Please note other duties and responsibilities may be assigned or removed at any time. Qualifications: * KNOWLEDGE, SKILLS, AND ABILITIES: * Good analytical, problem-solving and math skills * Outstanding sales abilities and knowledge of active selling techniques * Strong customer service & communication skills, including patience and active listening * Good time management skills & attention to detail * In-depth knowledge of the shop’s merchandise, its exact location and its prices * Conflict resolution and de-escalation training * Ability to work with multiple teams, volunteers, and the general public * Proficiency in using Microsoft Office, Google suite, and Square for Retail REQUIRED QUALIFICATIONS: * High School Diploma or Equivalent Required * 2+ years of proven retail experience, leadership skills and excellent customer service * Ability to engage with visitors and an enthusiasm for working with the public and OBS members * Dependability and availability to adjust work schedule to include alternative days, nights and weekends as needed * Ability to work on a cross-department team and, while advocating for Olbrich Gardens’ Gift Shop * Commitment to Olbrich Botanical Gardens mission * Appreciation for gardening WORK ENVIRONMENT: The work environment and job specifications listed below are representative of those that must be met by an employee, with or without accommodations, to successfully perform the essential functions of this job. This position is not eligible for remote work. * Ability to bend, stoop, kneel and lift 25 pounds * Requires standing for up to 6 hours at a time on hard surfaces * Ability to move throughout the small Gift Shop including during busy seasons * Ability to work within confined spaces including merchandise storage areas * Ability to work in crowded environments with the public * Availability to adjust work schedule to include nights and weekends if necessary * Work is performed primarily in Olbrich’s Gift Shop/lobby area and is sometimes in demanding situations including a loud working environment, high visitor traffic with many changing priorities, technology malfunctions, etc. Physical Demands Ability to bend, stoop, kneel and lift 25 pounds. Requires standing for up to 6 hours at a time on hard surfaces. Application Instructions: COVER LETTER: Please attach a PDF cover letter explaining your interest in this position at Olbrich and what you would bring to the role. JOB TITLE: Gift Shop Lead Associate DEPARTMENT: Guest Experience / Gift Shop REPORTS TO: Gift Shop Manager FLSA CLASSIFICATION: Part-time Benefits Eligible- Non-exempt COMPENSATION: $22/hr LOCATION: Olbrich Botanical Gardens, 3330 Atwood Avenue, Madison, WI APPLICATION DEADLINE: Tuesday May 12, 2026 Contact: Org: Olbrich Botanical Society Contact: Donna Borowski Web: olbrich.org [http://olbrich.org] Email: dborowski@cityofmadison.com [dborowski@cityofmadison.com]

Responsibilities

The Lead Associate manages daily gift shop operations, ensuring high standards of customer service and sales performance. They provide leadership to retail associates and handle financial reconciliations and inventory controls.