Job Information
Seattle Art Museum Visitor Experience Lead | Part-Time in Seattle, Washington
VISITOR EXPERIENCE LEAD
If you love art, museums, and interacting with people to share that enthusiasm, join the Seattle Art Museum team as a Visitor Experience (VX) Lead! We seek highly competent individuals with a knack for providing exceptional customer service to serve as a primary sales and customer service role model to the VX team. You will display and model effective sales techniques for museum tickets and memberships, ensure professionalism and customer service is consistently exhibited among frontline VX team, and act as the liaison between management, staff, visitors, and Frontline volunteers.
SAM is dedicated to racial equity and strives for employees, volunteers, and interns who are passionate, qualified, and offer diverse perspectives. SAM prioritizes racial equity in the workplace because we know that people of color are the most impacted when it comes to inequities. We are particularly interested in engaging with historically under-represented groups in the museum field as we strive to be inclusive and equitable. SAM is responsive to cultural communities and experiences, and our strategic plan goals address the role art plays in empowering social justice and structural change to promote equity in our society.
FLSA STATUS: Non-exempt
COMPENSATION: $22.07 per hour
HOURS: Part Time must be able to work 3-4 days a week (27 – 29 hours). We may provide additional hours for high-volume days, extended hours, and vacation coverage. Successful candidates must be available Wednesdays – Sundays at all locations and for some seasonal holidays.
REPORTS TO: Visitor Experience Assistant Manager
Part time regular employees are able to enroll in our company’s 403b plan. Employees will also accrue sick leave and vacation leave at a rate of .0385 per hour worked. There are twelve paid holidays and one floating holiday throughout the calendar year, that are paid on a pro-rated basis, reflective of employee’s average hours worked in the prior six weeks. Additional benefits include subsidized transportation (ORCA business passport), access to fitness facility, and museum membership.
ESSENTIAL FUNCTIONS
Customer Service: Provide exemplary customer service and be a model for this across the VX team. Coach VX Representatives on customer service best practices and SAM policies and procedures. 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 Lead, you set the tone for staff, and are crucial in helping to curate a consistent and exceptional experience for visitors.
Ticket & Membership Sales: Perform the following duties, and coach others when they are not performing these procedures properly. 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. Maintain working knowledge of our discounts and community programs in order to convert ticket and membership sales effectively.
Opening Preparation: Upon arriving at work, count and assign the tills for the day and make sure the opening checklist is available for staff to follow; assign tasks as needed. Check the sick line and reach out to on-call staff if needed. Ensure VX is ready to open on time.
Closing Preparation: At the end of the day, close each person’s till, make sure their paperwork is accurately filled out, document any discrepancies, and complete the closing checklist. Prepare anything needed for the next day.
Cash Handling & Deposit: Complete the daily deposit. Run daily reports, count back safe and tills, and prepare funds for the next day. Double check your work to make sure it is accurate.
Volunteer Relationships: Greet each volunteer and thank them for their service! Make sure that the volunteers know you are the Lead that day, introduce yourself. Communicate the day’s events and any pertinent information to the volunteers. Check in with them periodically to see if they need additional help or support. Ensure that the volunteers receive their 20-minute break.
Gallery Operations: During peak periods, facilitate visitor flow in the galleries – including line management and entry to special exhibitions.
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.
Training: Work with the Visitor Experience Assistant Manager and Supervisor to train all VX representatives, and keep them current on procedures, so they are informed and are able to give up-to-date accurate information to visitors.
Leadership: Conduct on-the-spot coaching to VX Representatives. Provide training, guidance, and feedback, and take initial corrective action for time-sensitive issues as they occur, letting management know immediately, and documenting appropriately. Be able to make time-sensitive decisions when management is not present.
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. Perform VX Representative duties 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, COVID guidelines, 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. 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:
High school graduate or equivalent related experience.
1+ years of experience in a customer-oriented environment with a focus on sales or ticketing required.
Outgoing personality and excellent communication skills.
Excellent customer service skills. Ability to maintain a positive approach when dealing with difficult internal/external customers.
Ability to learn and adapt quickly in a constantly changing environment.
Strong computer skills including proficiency with MS Office and the ability to learn Tessitura, the museum’s database and ticketing platform.
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.
WORKING CONDITIONS:
Work areas are mostly inside, in a climate-controlled office environment with light to moderate background noise.
PHYSICAL ACTIVITIES REQUIRED TO PERFORM ESSENTIAL FUNCTIONS:
Sitting/Standing/Walking: Approximately 75% of time is spent seated while working at a desk. Balance of time (approximately 25%) is spent standing or moving around the work area. Ability to stand for extended periods of time when assisting at Museum events.
Communication: Clear and effective communication with volunteers, donors, members, the public, and co-workers is necessary.
Vision: Corrected vision close to 20/20 is necessary to effectively use the computer screens.
Moving: The ability to move up to twenty pounds on occasion is necessary for moving files, equipment, and supplies. Must be able to regularly position self to access files.
Office Work: Ability to effectively and regularly operate a cash register, computer, keyboard, and other office productivity machinery, such as copy machines and printers, and ability to inspect, prepare and use paperwork, files, equipment, and supplies is necessary.
Don’t check off every box listed above? Please apply anyway! Studies have shown that marginalized communities - such as women, LGBTQ+ and people of color - are less likely to apply to jobs unless they meet every single qualification. SAM is dedicated to building an inclusive, diverse, equitable, and accessible workplace that fosters a sense of belonging – so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to still consider submitting an application. You may be just the right candidate for this role or another one of our openings!
Centering equity, diversity, and inclusion as an organization, and as individuals, Seattle Art Museum (SAM) is committed to ensuring that all employees and volunteers enjoy a respectful, inclusive, and welcoming workplace. SAM is proud to be an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, age, disability, honorably discharged veteran or military status, or any other protected class.
Please contact the Human Resources Department at (206) 654-3188 or HR@seattleartmuseum.org for additional information or to request reasonable accommodations for the application or interview process.
Offers of employment are contingent upon successful completion of a criminal background check.
TO APPLY: Please visit https://seattleartmuseum.applytojob.com/apply to submit SAM employment application, cover letter and resume.
Deadline : July 11th, 2024
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