Visitor Experience Representative

Description:

OVERVIEW: If you enjoy interacting with people and sharing your excitement and enthusiasm for visual arts, Seattle Art Museum has the perfect position for you! We seek highly competent, enthusiastic individuals with a knack for providing exceptional customer service and exceeding sales goals to join the Visitor Experience team as a Part-Time Regular. Ideal candidates exhibit a high degree of professionalism, are friendly and calm under any circumstance, and think on their feet. In this role you support and uplift the arts in our community and help create that unique Seattle Art Museum visitor experience!

ESSENTIAL FUNCTIONS:
1. Customer Service: Provide exemplary customer service. Be friendly, engaging and welcome all museum
visitors and members. Be knowledgeable about the museum and able to enthusiastically provide information
about current exhibitions, programs, and events. As a Visitor Experience Representative, you are crucial in
highlighting the museum and everything it offers so visitors maximize their experience.
2. Ticket & Membership Sales: Actively promote the museum to sell tickets and memberships to incoming
visitors using membership and ticketing sales language. Maintain working and up to date knowledge of our
ticketing and membership software, Tessitura. Encourage lapsed and renewing members to continue their
membership using advanced understanding of our membership levels. Maintain working knowledge of our
discounts and community programs in order to convert ticket and membership sales effectively.
3. Opening Preparation: Assist in preparing the ticketing desk and lobbies for opening. Count and set out
assigned register tills, Set-up stanchions and signage, and perform other duties as assigned to prepare for the
day’s business.
4. Maintain Cash Drawer: Use proper cash handling skills to make sure your drawer is accurate and tidy. Perform till count in and count out to assist VX Leads in managing cash for each day.
5. Closing Preparation: Close your till by counting all payment methods, make sure your membership paperwork
is accurately filled out, and document and report any discrepancies to the Visitor Experience Lead.
6. Explain and Enforce Membership Policies: Monitor the number of people entering on a single membership
and explain reciprocal membership privileges. Look up membership information within our ticketing and
membership software Tessitura.
7. Understand, Uphold, and Abide by SAM Policies: Deliver high-quality work by adhering to the Visitor
Experience department policies and expectations, VX customer service standards, ticketing policies,
Membership policies, COVID guidelines, discount guidelines, and overall SAM organizational policies. Adhere
to directives from Visitor Experience Management and SAM leadership. Conduct yourself with
professionalism in the workplace.
8. Coat Check: Work in the coat check area, knowing all processes and procedures involved. Provide excellent
customer service to those that need to check their coats, umbrellas, bags, and any other large or prohibited
gallery items.
9. Daily & Ongoing Projects and Tasks: Monitor supplies & ticket stock and relay low levels to the Visitor
Experience Lead. Proactively ask the Lead for projects to be completed during down times and follow up to
ensure completion.
10. Customer Service Center (CSC): As needed, cross-train in the Customer Service Center to temporarily help
out if the daily CSC volume increases. Provide excellent customer service: answer phones, reply to requests
and inquiries, and sell tickets and memberships.
11. Communication: Conduct yourself in a professional manner using proper workplace communication etiquette
at all times. Communicate operational questions, concerns, and feedback to your Visitor Experience
management. Adhere to proper workplace email and communication etiquette. Responsible for checking
work email and Slack channels for updates when on site.
12. Fourth Floor Operations: Monitor and regulate entrance to the Simonyi Special Exhibition Galleries and
communicate regularly with security in galleries to monitor visitor traffic. Implement stanchioning and line
management of gallery entrance as needed.
13. Teamwork: Appropriately seek and value peer input, communicate and collaborate effectively, and interact
with the Frontline Staff and Volunteers in a positive, professional, and constructive manner.
14. Flexibility: Perform duties at all SAM locations as needed. Be prepared to fill in as a breaker for various Visitor
Experience positions. Dress for indoor and outdoor duties. Flexibility to work special events such as SAM
Remix, Party in the Park, etc. required.
15. Other duties as assigned.

QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
1. HS Diploma or the equivalent education/experience.
2. 1+ years of experience in a customer-oriented environment with a focus on sales or ticketing.
3. Excellent customer service skills. Ability to maintain a positive approach when dealing with difficult internal/
external customers in a consistent, professional manner.
4. Ability to learn and adapt quickly in a constantly changing environment.
5. Excellent written and oral communication skills.
6. Demonstrated proficiency with and accuracy in using MS Office products, including Outlook. Ability to learn
the museum’s database and ticketing and membership software systems is essential.
7. Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
8. Ability to take initiative, prioritize multiple competing tasks, work under pressure and demonstrate excellent
time management.
9. Ability to work with close attention to detail and to maintain confidentiality.
10. Ability to work professionally and tactfully and support management decisions in a positive, professional
manner.