The Visitor Services Supervisor will assist the Visitor Services Manager with direct supervision of the Visitor Services team.  Be the onsite point-person for customer service as it pertains to ticketing and visitor experience, assist with troubleshooting issues with Tessitura in the moment, assist with box operations, assist with data and sales reporting for the Visitor Services department, and provide feedback to the Associate Director of Visitor Services for general improvements in the operation of ICA visitor services. Regular schedule will include evenings, weekends, holidays, and box office/special events. This is a full-time, hourly position.

Please note:

  • All ICA employees are required to reside in Massachusetts or within a reasonable commuting distance from our Seaport location as of their first day of work.
  • All new hires onboarding after October 25th, 2021 will be required to be fully vaccinated for COVID-19 no later than their first day of work to be in compliance with ICA’s vaccination policy.


Responsibilities

Leadership

  • Supervise Visitor Services staff directly when Visitor Services Manager is not present
  • Oversee all customer services aspects of onsite ticket sales and customer experience
  • Rotate as Shift Leader with Visitor Services team
  • Provide training and coaching to Visitor Services Associates in accordance with ICA Handbooks
  • Collaborate with security and gallery staff to ensure visitor safety and ICA museum property at all times
  • Troubleshoot technical issues with Tessitura in the moment
  • Process daily deposits
  • Assist Visitor Services Manager with box office operations
  • Assist Visitor Services Manager with administrative tasks as needed

Customer Service

  • Assist in managing the daily operations for admissions and box office with high emphasis on customer service, organization, and efficiency, ensuring all visitors are attended to professionally and promptly
  • Maintain a well-informed and working knowledge of exhibitions, programs, and schedule of events
  • Assist with facilitating crowd control during busy museum periods and special events
  • Manage inventory and distribution of printed materials at the visitor services desk
  • Provide Associate Director of Visitor Services with visitor feedback

Financial

  • Manage daily cash deposits and keep visitor services desk stocked with required cash for change
  • Track visitor attendance, tour attendance, and cumulative attendance

Qualifications

  • Possess the ability to supervise the operations and staffing of a public space
  • Strong customer service and communication skills
  • Possess the ability to remain calm under pressure, use good judgement and respond effectively to visitor and staff concerns
  • A self-starting attitude with the initiative to keep oneself informed and on-task
  • Ability to work well with a team and on individual tasks
  • Ability to troubleshoot and respond effectively during high-volume periods
  • Ability to work a flexible schedule including evenings, weekends, and occasional holidays
  • Must be reliable, punctual, honest, and a team player attitude

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Interested candidates should send a resume and letter of interest to gleavitt@icaboston.org. When applying, please include “Visitor Services Supervisor” in the subject line.

The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation (Red and Silver Line).

The ICA is dedicated to building a culturally diverse and pluralistic workforce committed to working in a multicultural environment. Qualified candidates from groups historically underrepresented in the museum professions are strongly encouraged to apply.

The ICA is an Equal Opportunity Employer, committed to being a diverse and inclusive workplace. We are an EOE/AA employer dedicated to fair and inclusive employment practices for all individuals.