Visitor Services Associate

Position Title:             Visitor Services Associate
Department:               Visitor Services
Reports to:                 Visitor Services Manager and Visitor Services Supervisor
Status:                        Part Time, Hourly Non-Exempt, At Will (onsite)

Overview: The Visitor Services Associate willprovide exceptional customer service to all visitors to the ICA. This role requires welcoming all visitors and communicating information about the museum, selling general admission, events, and theater performance tickets, as well as promoting and selling memberships on-site, perform cashiering, cash-handling, and other daily tasks.  Evenings, weekends, and holiday availability required.

The Visitor Services Associate contributes to a culture of collaboration, community, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

WORKING AT THE ICA:

1. All ICA employees are required to reside in Massachusetts and within commuting distance from our Seaport location as of their first day of work.
2. This position is included in a bargaining unit represented by UAW Local 2110.

Responsibilities:

• Provide a friendly and enthusiastic attitude and represent the ICA in a professional and positive manner while selling and process general admission, event, and performance tickets
• Actively promote and sell ICA Memberships; assist with on-site membership processing
• Provide general information and respond to visitors’ requests for museum information about the facilities, fees, membership information, and other inquiries in order to assist visitors in their use and enjoyment of the ICA
• Perform all opening and closing responsibilities and tasks related to admissions and box office
• Prepare and process group visits and tours, keep informed of exhibitions and events
• Maintain a neat, organized, and stocked work space
• Respond to phone calls and email inquiries, and forwarding to applicable departments when necessary
• Engage in visitor feedback and resolve visitor complaints including processing refunds as needed
• Control and direct crowds in lobby
• Handle opening cash management and till preparation per department processes.
• Handle monetary transactions and maintain cash accuracy throughout a shift per department processes, including replenishing currency as needed with bank visits.
• Follow and enforce guidelines, policies, and procedures set forth by the ICA and the Director of Membership and Visitor Services.
• Attend quarterly staff meetings
• Rotate as shift leader as assigned to lead daily tasks and handle opening and closing duties as scheduled
• Communicate with gallery and security supervisors when required
• Assist with troubleshooting technical issues and Tessitura operations
• Complete daily tasks as assigned by shift leader
• Process donation requests, run event sales reports, and log museum attendance
• Other duties as assigned

Qualifications:

• Exceptional customer service and communication skills
• Possess the ability to remain calm under pressure, use good judgement to confidently respond effectively to visitor concerns or unexpected or complex situations.
• A self-starting attitude with the initiative to keep oneself informed and on task
• Ability to work well both with a team and independently
• Possess the ability to troubleshoot issues and respond effectively during high-volume times
• Must be reliable, punctual and honest, with a team player attitude
• Ability to work collegially, professionally and collaboratively with a diverse group of constituents including staff, visitors and vendors
• Provide a high level of customer service to visitors
• Must be able to exchange accurate information with visitors, staff, departments, and with diverse and multigenerational guests.
• Availability to work 15 flexible hours including evening, weekend shifts, and holidays

Physical Requirements:

• Prolonged periods of remaining stationary such as when sitting at admissions desk
• Ability to lift up to 15 pounds, pushing and pulling, keyboarding and gripping
• Ability to move about in the office to access file cabinets, printer, and other office equipment

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.

Pay Range: $19.00 (this is a fixed rate position)

Interested candidates should send letter of interest and resume to bthurston@icaboston.org and jobs@icaboston.org. When applying include “Visitor Services Associate” in the subject line of email.