Support Assoicate -#107

Museum of Science, Boston

www.mos.org

Innovation and creativity come from the unique perspectives of a diverse staff. We value your perspective.

SUMMARY STATEMENT:

Support Associates are indispensable team members who are fully cross-trained to be part of both the Museum's proactive sales team for tickets, memberships and other priorities. Support Associates are also part of the operations team providing welcoming guest service while conducting admission and/or operational duties in several key, high profile areas of the Museum including the Exhibit Halls entry, Mugar Omni Theater, 4D Theater, school group check in and logistics, Information Desk, and special exhibits.

Support Associates also apply their versatile skills and broad ranging knowledge of Visitor Services duties and procedures to assist the supervisory team in the smooth running of the department conducting cash outs, coordinating break schedules, training, and helping resolve more advanced customer service issues. Support Associates maintain a high degree of proficiency in systems, venue procedures, equipment, and business practices to support the Visitor Services team and provide a great experience to Museum of Science guests.

Participate in Museum initiatives to support the Museum's commitment to providing our guests and colleagues with a welcoming and comfortable environment:

· New Hire onboarding process

· Museum wide Learning and Development opportunities

RESPONSIBILITIES:

• Provide excellent service to our guests and provide accurate information and helpful assistance in a courteous, upbeat, and welcoming manner. Listen to, address the needs of guests, and resolve service issues in a prompt and helpful fashion, seeking assistance from supervisors as needed. Serve as a positive representative of the Visitor Services Department and the Museum, taking responsibility to ensure a welcoming and belonging experience for all guests.
• Perform all of the duties associated with the Sales Representative including selling tickets, memberships, and other products to meet sales goals for priorities such as memberships, automatic membership renewal enrollment, and additional venues and offerings. Make proactive suggestions to guests and members to increase the visitor/member engagement, boost revenue for the Museum, and create the best possible experience for guests.
• Perform all the duties associated with the Operations Representative including: Operating the 4-D Theater and Omni Theater front-of-house to ensure a quality experience for guests, and ensure safety, cleanliness, and equipment longevity. Control access to venues including Exhibit Halls, 4D theater, Omni Theater, and Special Exhibits, scanning and/or checking tickets and memberships at entrances, maintaining accurate counts to control capacity as required. Testing and providing accessibility equipment to guests as requested.
• Support and assist departmental Supervisors and management team by creating the daily coverage schedule, assisting with cash outs, while upholding revenue control policies and procedures, creating training tools and conducting training sessions. Providing positive support for Visitor Services staff identifying, recognizing staff success, and troubleshooting while resolving escalated customer service issues as necessary in all locations to ensure the successful operation of the department. Work in tandem with the Supervisors and Managers to engage, support, motivate and mentor staff to meet sales goals and the overall success of the department's operations.
• Enforce and flex (when applicable) related policies and procedures to protect the Museum, our guests, and their experience. Ensure visiting school groups have a successful visit by confirming the number of guests for payment processing; providing information and impart policies, rules and special instructions to head teachers and chaperones; collecting, organizing, and securing belongings to ensure a smooth, efficient, and welcoming experience. Oversee the school group lunch rotation autonomously, ensuring schools receive their items and enter and exit the lunch area in an organized, timely fashion.
• Maintain a high degree of proficiency with regard to the operation of the Museum's CRM/ticketing system as well as other systems, equipment, and all related business processes and procedures in order to provide training and troubleshooting for other departmental staff.
• Provide coverage as needed at the Information Desk, ensuring a high level of guest service while maintaining knowledge of amenities as well as business and safety/emergency protocols and procedures.
• Engage in the Museum's OKR and training programs as applicable.
• Perform other work-related duties as required by the Manager.

WORK SCHEDULE:

Full-Time- Weekly Schedule: Monday-8:30 am-5:00 pm, Friday-9:30 am-5:00 pm, Saturday-8:45 am-5:15 pm and Sunday-8:45 am-5:15 pm

REPORTS TO:

Manager, Visitor Services

MINIMUM QUALIFICATIONS:

• Education: High school diploma or equivalent.
• Experience: 1 or more years of sales and/or customer service experience.
• Demonstrated customer service and communication skills.
• Demonstrated ability to match guest interest to Museum offerings and effectively up-sell additional offerings to meet sales goals.
• Demonstrated attention to detail.
• Proven experience multitasking in a calm and efficient manner.
• Proven success working independently.
• Basic math skills sufficient to collect payment and make accurate changes on transactions, compare costs of guest purchase options, or keep accurate capacity counts.
• Proven ability to maintain accuracy in cash handling.
• Proven leadership skills.

STARTING SALARY:

Non-Exempt (Hourly)$18.65 an hour

BENEFITS:

Benefits for full-time, non-exempt (hourly) staff include: free parking, T accessibility, commuter spending account, 15 vacation days, 12 holidays, 10 sick days, medical, dental, and vision insurance, short- and long-term disability, life insurance, retirement and savings plan, health care/dependent care flex spending plan, a Museum membership, employee discounts, employee referral program, tuition assistance, professional development, direct deposit, free admission, free Duck Tours, discounted movie passes, and much more!

VACCINATION POLICY:

Staff, interns, and volunteers will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.

The Museum of Science is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.

No phone inquiries, please. Qualified applicants will be contacted within two to four weeks of initial application.