Senior Visitor Experience Associate

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Part-time Regular New York, NY, US

Job Title:
Senior Visitor Experience Associate

Department:
Visitor Experience

Hourly Pay Rate: $24.57

FLSA Status:
Non-Exempt

Employment Status:
Part-Time

Union Position:
Yes

Reports to:
Visitor Experience Manager and Retail Manager

Senior Visitor Experience Associates (SVEA) are ambassadors for the Museum and assists the Visitor Experience Manager (VEM) and Retail Manager (RM) in the day-to-day operation of the visitor services desk and New Museum Store including opening and closing of the museum lobby and oversees the implementation of museum policies. Work hours include weekends, evenings, holidays, and may encompass staffing at offsite events and projects.

Senior Visitor Experience Associates reports to the Visitor Experience Manager and Retail Manager.

This is a part-time position with 22-24 hours/week and a pay rate of $24.57 per hour.

• Leads by example by proactively greeting and engaging visitors, providing outstanding professional, enthusiastic, knowledgeable, and friendly service to museum visitors. Monitors and when necessary, assists with coordinating visitor flow.
• Oversees the implementation of museum policies with Visitor Experience Associates (VEAs), ensuring professional, warm and friendly customer service, assists with onboarding new VEAs and in enforcing museum protocols with visitors and internal policies with the Visitor Experience team, provides constructive feedback to VEAs in partnership with VEM and RM.
• Leads daily opening and closing procedures including cash counting and completing daily and weekly reports. Ensures lobby areas, store, and galleries are stocked, clean, and prepared to receive visitors prior to opening each day.
• Addresses and resolves visitor inquiries and feedback with professionalism and congeniality; including diffusing situations that may arise and escalating to VEM and RM as needed.
• Maintains up-to-date knowledge of museum exhibitions, programming, membership benefits, events, store products, and museum policies. Assist VEM and RM with update of product knowledge guide and visitor experience procedures guide.
• Assists with admission, public program, and special event ticket inquires, reservations and re-bookings in person, on the phone and via email.
• Assists with check-in and admissions for public programming and special events (exhibition openings, donor receptions and events, store pop-ups and events…etc.). Provides support in store special events, promotions and other related activities both on and off site.
• Provides some reception services for administrative staff.

• Works to meet individual and team store sales goals on a daily, weekly, monthly, and annual basis.
• Sells tickets for exhibitions, public programming, and special events. Actively promotes and sells memberships and provides member support.
• Accurately performs cashier duties, process cash and credit card transactions with precision in accordance with museum policies and procedures. Reconciles cash drawers daily, perform necessary cash deposits and reports in accordance with museum procedures; ensures safe is always locked and secured.
• Approves and processes customer discounts exemptions, returns, voids and credits in accordance with museum policies and procedures.
• Monitors store and lobby supply and inventory levels, notify RM and VEM of low stock and supply levels.
• Receives merchandise and daily replenishment of store stock on shelves, in back stock areas, and replace merchandise that has sold from displays in store. Assists with processing online orders as needed.
• Operates the store and visitor services desk POS station including troubleshooting basic functions; assist with maintenance of POS supplies, printers, and credit card terminals.
• Maintains store product pricing and in store signage based on current promotions.
• Assists with physical inventory counts.
• Assists with visual merchandising and leads daily maintenance of the store and visitor services desk areas. Works with VEM and RM in visitor experience and store projects.
• Actively participates and contributes to team meetings.
• Other duties as assigned relating to visitor experience and retail operations.

Applicants must be eager to provide professional, welcoming,…