Visitor Services Associate

This is a union position.

The Visitor Services Associate is responsible for greeting individuals and groups at the Carnegie Museums of Art and Natural History: Perform admission transactions using a computerized ticketing system; sell memberships; provide information concerning the facilities and exhibitions; cover central Oakland switchboard; oversee coat check; monitor lunchroom for school groups; take responsibility for each visitor’s experience by meeting and, where possible, exceeding visitor expectations. Perform transactions at parking booth as visitors enter and exit; provide on-foot traffic direction and parking assistance; maintain real-time inventory of available parking spaces. Fulfill visitor accommodation requests, including sighted guide, limited ASL assistance, and providing wheelchairs.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalent required.
• Previous experience, minimum of one year, in retail or other public contact employment; cash handling experience preferred.

KNOWLEDGE, SKILLS, & ABILITIES:

• Must have excellent customer service and communication skills.
• Must have basic computer skills and ability to be trained on Siriusware ticketing system.
• Must be able to handle cash and credit card transactions and balance cash drawer.
• Weekend and evening hours required.

PHYSICAL REQUIREMENTS:

• Job requires considerable walking and standing for long periods of time. movement throughout the Museums.
• Must have manual dexterity to operate computer and to manually fill out forms.

PRINCIPAL ACCOUNTABILITIES:

• Takes responsibility for acquiring, through meetings, on-going training, and individual initiative, all information, product knowledge and interpersonal and communication skill development necessary for successful performance in a front-line staff position.
• Attends training and demonstrates competency in accessibility-related customer service, including sighted guide, best practices for transactions, and limited, useful ASL communication.
• Attends emergency preparedness training and demonstrates understanding of Oakland emergency procedures.
• Communicates with the public in a courteous and sensitive manner, projecting a positive and professional image of Carnegie Museums of Pittsburgh.
• Welcomes visitors at parking lot entrance, conducts parking transactions and offers verbal assistance.
• Helps to direct traffic when needed.
• Maintains the real-time inventory of available spaces.
• Deploys “lot full” and parking restriction signage, reserves parking spaces as needed.
• Provides all requested information and assistance to visitors and acts to resolve their special requests, problems or concerns to achieve mutual satisfaction.
• Cooperates as a front-line team with all staff to provide seamless customer service.
• Demonstrates respect and dignity to co-workers and visitors.
• Acts in a proactive manner to maintain a safe environment and notifies all appropriate personnel regarding safety hazards and concerns.
• Explains admission policies and operates the Ticketing and Reservation System to receive group and individual admissions. Is responsible for the accuracy of the admissions monies.
• Counts and signs for correct amounts of money needed for cash operating funds.
• Conducts a double count of cash operating funds with Admissions Manager or appointed Visitor Services supervisor at the end of the day and balances the daily batch.
• Presents membership offers to every visitor.
• Completes transaction as needed.
• Provides onsite support for members with concerns or requests.
• Acts as greeter to proactively welcomes visitor to the museums and direct visitors to admission desks.
• Answers questions; provides assistance; and offers suggestions to enhance the visitor experience.
• Greets school groups and assists in the delivery of coats and lunches to the coatroom.
• Monitors Lunchroom to keep groups on schedule.
• Keeps admission desk in a clean and orderly manner.
• Performs operator-level maintenance on TRS, including changing printer tapes.
• Keeps necessary forms and materials stocked
• Performs shift coverage of primary Oakland switchboard.
• Performs other duties as assigned.