Visitor Experience Representative

Description:

KEY RESPONSIBILITIES:

• 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. 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.
• Opening and Closing 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. Close your till at the end of the day 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.
• 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.
• 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.
• 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.
• Access Control: Scan each visitor’s ticket before they enter the galleries to verify their ticket is valid and to ensure accurate attendance counts.
• Fourth Floor Operations: Monitor current gallery capacity and communicate regularly with security in gallery space 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. Be willing and able to work any VX post as needed.
• 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, discount guidelines, and overall SAM institutional policies. Adhere to directives from Visitor Experience Management and SAM leadership. Conduct yourself with professionalism in the workplace at all times.
• Communication: Conduct yourself with proper workplace communication etiquette, engaging in a professional manner. Communicate operational questions, concerns, and feedback to Visitor Experience management. Engage with all visitors, staff, and volunteers with professionalism. Adhere to proper workplace email and communication etiquette. Responsible for checking work email and Slack channels for updates when on site.
• Flexibility: Perform duties at all SAM locations as needed. 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.

WE'RE LOOKING FOR:

• High school graduate or equivalent related experience.
• 1+ year of experience in a customer-oriented environment with a focus on sales or ticketing required.
• 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, and professional etiquette.
• Experience using MS Office and Google Suite preferred.
• Ability to learn Tessitura, the museum’s database and ticketing platform, is essential.
• General math skills, including the ability to handle cash-related transactions accurately and ethically.
• Ability to take initiative and prioritize multiple competing tasks; possess excellent time-management skill and ability to work under pressure at a fast pace.
• Ability to work with close attention to detail and to maintain confidentiality.
• Ability to work professionally and tactfully to support management decisions in a positive, professional manner.
• Available during peak holiday seasons.