Visitor Experience Associate II

JOB TITLE:

Visitor Experience Associate II DEPARTMENT:
Visitor Experience

REPORTS TO: Supervisor, Visitor Experience

CLASSIFICATION:
Regular, Contingent, Non-Exempt

REMOTE WORK ELIGIBILITY: Museum-Based

GENERAL SUMMARY

Under the supervision of the Supervisor and Manager, Visitor Experience, the Visitor Experience Associate II demonstrates an understanding of the customer service processes, service standards and interpersonal skills necessary to consistently create an exceptional visitor experience. The Visitor Experience Associate II is responsible for floor management, devices, visitor information and signage, coat check, concierge, third party event support, admissions, and sales.

ESSENTIAL FUNCTIONS

• Executes all aspects of the visitor admission process, including cash handling and selling, renewing and upgrading museum memberships.
• Maintains knowledge of all museum daily and future events and activities to provide support to internal and external inquiries.
• Maintains knowledge of museum and department important information by attending daily stand-up meetings, department meetings, and All Team meetings, both in-person and virtual.
• Proactively addresses members and individual guests' inquiries and concerns.
• Maintains confidential and accurate records of all financial transactions.
• Utilizes specialized databases and software systems.
• Provides complimentary guest services including wheelchairs, storage of backpacks, bags, coat check, etc.
• Contributes actively to a warm and friendly atmosphere by greeting visitors and provides general information and direction throughout the visit.
• Directs visitors and groups to maintain crowd control and monitors exhibition traffic flow to maintain a positive visitor experience.
• Completes equipment set-up and fulfils signage requests for museum programs.
• Stocks museum maps, brochures, and other literature in the museum lobbies and in various galleries and literature kiosks.
• Performs tasks associated with supporting the museum experience during a special exhibition (i.e. audio guide distribution, ticket handling).
• Apply DIA values to interactions to support a culture of belonging among internal and external stakeholders.
• Perform other duties as assigned.

QUALIFICATIONS

EDUCATION AND EXPERIENCE

High school diploma or equivalent required. Two (2) years of experience in sales or customer service, cash handling, and/or call center required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated collaboration skills to work across departments and divisions internally and with diverse stakeholders externally.
• Demonstrated ability to speak publicly, including presenting or sharing information in a clear, effective, and engaging manner suited to the audience.
• Demonstrated skills to prioritize and complete multiple tasks tomeet deadlines and goals.
• Ability to calmly and professionally deescalate challenging situations with visitors.
• Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.
• Demonstrated ability to provide strong customer service.
• Demonstrated ability to work with attention to detail and produce accurate results.
• Demonstrated flexibility and adaptability to changes in priorities based on operational need.
• Ability to work regular weekend, evening, and holiday hours.
• Must be proficient in latest version of Microsoft Office 365.
• Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams.
• Must be able to establish and maintain professional, productive and courteous interactions that promote positive teamwork. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a)…