Visitor Services Associate

About the Museum

The Children's Museum of Pittsburgh provides innovative and inclusive museum experiences that inspire kindness, joy, creativity, and curiosity for all learners. We forge connections with artists, community partners, and neighbors to work on behalf of children, youth, and families. We have a vision to transform education. We believe people of all ages can benefit from different types of learning experiences.

Position Summary:

This is a Union position.

Visitor Services Associates are responsible for welcoming visitors to the museum, assisting visitors with the admissions processes to create a positive experience, and performing admissions transactions accurately and efficiently. The role involves both collaborative team work as well as independently conducting monetary transactions and maintaining a clean and safe work environment. The Visitor Services Associate will demonstrate kindness, creativity, and joy while interacting with a wide demographic of visitors.

Essential Job Duties:

• Responsible for the daily operation (including weekends and occasional early morning or evening events) of the admissions desks, and self-scanning stations in both the Children's Museum and MuseumLab when necessary. This includes but is not limited to selling admission tickets, gift cards, and memberships both new and renewals, as well as answering visitor questions and providing occasional parking customer service.
• Responsible for ensuring cash and credit card receipts balance with sales on a daily basis.
• Daily use of admissions software involving hands-on monetary transactions and opening / closing cash drawer procedures.
• Treat visitors with respect providing friendly and courteous communication.
• Assist visitors by orienting them to the museum and informing them of exhibit areas and programming.
• Review and assist in the revision of all manuals to maintain the most up-to-date training resources.
• Work with VS management team to ensure overall quality performance and efficiency at the admissions desk. Includes monitoring supplies, ensuring all automated announcements are set properly, communicating to management any guest issues and report any concerns on staff performance.
• Understand and be able to perform emergency procedures (i.e. fire evacuation, accident reporting).
• Maintains an open line of communication with security and assists them in their day to day responsibilities as necessary.
• Keep VS management team informed of all schedule changes and adhere to staff policies.
• Create a positive work environment working closely and respectfully with other Visitor Services Associates, the management team and other museum staff as necessary.
• Cross training in the Museum Store to cover breaks or full day shifts.
• Answer all inbound phone calls and route as necessary. Return calls and ensure highest level of customer service when dealing with customers.
• Maintains sales database by data entry of pertinent information into reservation software program.

Additional Responsibilities:

• Responsible for lost and found.
• Assist in processing of donation requests.
• Provide routine administrative support such as photocopying and faxing.
• Follows appropriate safety and security procedures and uses equipment and materials properly.
• Maintains the proper working knowledge of all museum policies and procedures, incorporating latest updates from management in a timely manner.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time based on business needs and in support of the mission of Children's Museum of Pittsburgh.

Job Qualifications:

Education:

• High School diploma or equivalent required.

Experience:

• Prior experience in customer service and cash handling required.
• Experience working with children preferred.

Skills:

• Outstanding organizational skills required for management of cash register including fiscal documentation and hands-on monetary transactions.
• Rational judgment is required for interacting with children, adults, and people with special needs.
• Excellent communication and interpersonal skills with children, adults, and people with special needs. Tactful and professional communication with supervisors, museum staff, and guests is critical.
• Critical thinking skills are required for on the spot decision making and problem solving at the admissions desk.
• Ability to learn sales software.

Physical Requirements & Equipment Usage:

• Position requires a combination of stationary work as well as frequent movement about the admissions desk and lobby attending to guest and staff needs.
• Position requires moderate physical effort including physical and mental stamina necessary in interacting with people for long periods of time.
• Constantly operates a computer and other productivity equipment.
• Constantly communicates with guests and employees who have inquiries. Must be able to exchange accurate information in these situations.
• Occasional lifting or moving of up to 10 lbs in small parcels, packages, and other items.

The physical demands and work environment characteristics are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment, Hours of Work, and Travel Requirements:

• Essential duties of this position will be performed in a museum environment, which includes interaction with the public and exposure to children and families.
• Hours of work: Schedule may vary based on operational needs. Weekend availability is required. Evening hours may be required based on programs and/or events.

Clearances:

• FBI fingerprint, PA Child Abuse (Act 33), and PA Criminal (Act 34) clearances are required.

Children's Museum of Pittsburgh provides equal employment opportunities without regard to race, color, ancestry, national origin, gender, sex (including pregnancy), sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, veteran or military status, or any other characteristic or trait protected by local, state, or federal law.

If you are interested in applying for this position, please complete our online application found at:

https://pittsburghkids.org/about/careers-opportunities/careers/

Thank you for your interest.