Visitor Experience Representative

Description:

ESSENTIAL FUNCTIONS:

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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.\
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.
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.
Other duties as assigned.
QUALIFICATIONS, KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

HS Diploma or the equivalent education/experience.
1+ years of experience in a customer-oriented environment with a focus on sales or ticketing.
Excellent customer service skills. Ability to maintain a positive approach when dealing with difficult internal/external customers in a consistent, professional manner.
Ability to learn and adapt quickly in a constantly changing environment.
Excellent written and oral communication skills.
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.
Strong general math skills, including the ability to handle cash-related transactions accurately and ethically.
Ability to take initiative, prioritize multiple competing tasks, work under pressure and demonstrate excellent time management.
Ability to work with close attention to detail and to maintain confidentiality.
Ability to work professionally and tactfully and support management decisions in a positive, professional manner.