Visitor Services Assistant, Part-Time - Indianapolis, United States - The Children's Museum

Description

OVERVIEW:

The part-time Visitor Services (VS) Assistant provides exceptional customer service to all guest and visitors of The Children's Museum of Indianapolis. The assistant is responsible for greeting, engaging, and providing way-finding assistance as well as facilitating a positive service experience at designated customer touchpoints throughout the museum building and campus. The incumbent works during public hours, Infozone (library) hours, and afterhours events. The assistant, as part of the front-line services team, upholds the museum's exceptional customer service standards of safety, courtesy, show, cleanliness, and efficiency.

The Children's Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences.

Reports to: Visitor Services Security Supervisor

ESSENTIAL RESPONSIBILIES:

1. Provides exceptional service in face-to-face contact with museum visitors. Is trained and adheres to the museum customer service standards, policies, and procedures in the carrying out of daily post and work assignments.
2. Interacts positively with visitors and responds to questions and concerns. Resolves visitor concerns quickly and tactfully. Responds to visitor needs for first aid and lost children. Remains visible and approachable.
3. Represents the VS team through the execution of job duties and post assignments, such as garage greeter, school arrival, Welcome Center check-in and greeting assistance, coat check, entry gates, and lower-level ticket booth.
4. Facilitates and controls the operations of the Museum Carousel by emceeing rides and ensuring that all safety standards are maintained with regards to visitors.
5. Assists with ensuring visitor and campus security through observation, the timely reporting of concerns or incidents, providing crowd control, performing emergency assistance, cross walk and reuniting lost children and adults.
6. Proactively seeks up-to-date information to remain knowledgeable of museum daily operations and activities, wayfinding, and emergency protocols.
7. Welcomes and orients guests and proactively promotes daily museum events, programming, and the sale of memberships.
8. Uses ticketing software to record admission tickets and member attendance, provide theater tickets and conduct sales at coat check/stroller rental. Balances cash drawer at assigned locations and strictly follows cash handling procedures. Follows museum defined data entry standards.
9. Demonstrates good judgment in dealing with customer recovery situations. Recognizes and reports visitor trends.
10. Maintains a solid attendance record and adhere to the VS department Standards and Expectations manual.

REQUIREMENTS:

1. One (1) year of proven experience in customer service delivery preferably in a similar large public venue. Demonstrated proficiency in handling customer service situations and demonstrates good judgement with customer recovery.
2. CPR / AED certified or have the ability to be certified in 6 months.
3. Must enjoy high energy interactions with diverse audiences and have the ability to communicate effectively and in a positive manner, even under high-stress situations.
4. Demonstrated proficiency in basic data entry and admissions software; must possess data entry skills and the ability to handle and reconcile cash.
5. Professionalism and commitment to maintaining a positive working relationship with a large team of diverse staff and volunteers.
6. Must be able to work a flexible weekday, weekend, evening and some holiday hours.

*Special consideration given to multi-lingual applicants.

ADA REQUIREMENTS:

1. Must be able to review daily handouts and email communication. Must be able to interface with computer monitor screen.
2. Must be able to communicate via radio, one-on-one conversations, public presentations, and telephone.
3. Must be able to handle moderate keyboard and calculator use for administering ticket sales and moderate paperwork processing.
4. Must be able to stand, walk, and sit for extended periods of time. Must be able to navigate 450,000 the museum's personally adeptly+ square ft. building and campus. Must be comfortable working in a loud environment and operate a spinning attraction (carousel) without developing motion sickness.
5. Must be able lift up to 25 lbs., work outside in all weather conditions and tolerate dust in the indoor environment.

The Children's Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences.

ESSENTIAL RESPONSIBILIES:

1. Provides exceptional service in face-to-face contact with museum visitors. Is trained and adheres to the museum customer service standards, policies, and procedures in the carrying out of daily post and work assignments.
2. Interacts positively with visitors and responds to questions and concerns. Resolves visitor concerns quickly and tactfully. Responds to visitor needs for first aid and lost children. Remains visible and approachable.
3. Represents the VS team through the execution of job duties and post assignments, such as garage greeter, school arrival, Welcome Center check-in and greeting assistance, coat check, entry gates, and lower level ticket booth.
4. Facilitates and controls the operations of the Museum Carousel by emceeing rides and ensuring that all safety standards are maintained with regards to visitors.
5. Ensures visitor and campus security through observation, the timely reporting of concerns or incidents, providing crowd control, performing emergency assistance (CPR/AED, fire extinguishers andevacuation/relocation), cross walk and reuniting lost children and adults.
6. Proactively seeks up-to-date information to remain knowledgeable of museum daily operations and activities, way-finding and emergency protocols.
7. Welcomes and orients guests and proactively promotes daily museum events, programming, and the sale of memberships.
8. Uses ticketing software to record admission tickets and member attendance, provide theater tickets and conduct sales at coat check/stroller rental. Balances cash drawer at coat check and strictly follows cash handling procedures. Follows museum defined data entry standards.
9. Recognizes and reports visitor trends.
10. Promotes exhibits through supporting marketing and promotion strategies that includes sharing exhibit or program information with visitors and wearing costume pieces as part of the uniform.

REQUIREMENTS:

1. One (1) year of proven experience in customer service, working with the public, and knowledge of basic public safety protocols. Demonstrates proficiency in handling customer service situations and demonstrates good judgement with customer recovery.
2. CPR / AED certified or have the ability to be certified in 6 months.
3. Valid driver's license preferred.
4. Must enjoy high energy interactions with diverse audiences and have the ability to communicate effectively and in a positive manner, even under high-stress situations.
5. Technology literacy; must possess data entry skills and the ability to handle and reconcile cash.
6. Professionalism and commitment to maintaining a positive working relationship with a large team of diverse staff and volunteers.
7. GED or high school diploma preferred.
8. Must be able to work a flexible weekday, weekend, evening and some holiday hours.

*Special consideration given to multi-lingual applicants.

ADA REQUIREMENTS:

1. Must be able to review daily handouts and email communication. Must be able to interface with computer monitor screen.
2. Must be able to communicate via radio, one-on-one conversations, public presentations and telephone.
3. Must be able to handle moderate keyboard and calculator use for administering ticket sales and moderate paperwork processing.
4. Must be able to stand, walk, and sit for extended periods, bending, kneeling, climbing and reaching. Must be able to personally adeptly navigate the museum's 450,000+ square ft. building and campus. Must be comfortable working in a loud environment and operate a spinning attraction (carousel) without developing motion sickness.

Must be able lift up to 30 lbs., work outside in all weather conditions and tolerate dust in the indoor environment.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)