The Portland Art Museum (referred to as Museum) invites applications for the position of Visitor Services Associate (VSA). The VSA serves as the initial point of contact with all visitors to the Museum. The VSA performs all admissions procedures, sells tickets, promotes membership and provides visitors with information to enhance their visit. The VSA role is also responsible for responding to general information inquiries. 

The VSA role upholds the Museum’s values of creativity, connection, learning, accessibility and accountability. Demonstrating an open, informed and helpful nature the VSA provides each guest with a positive and informative experience.

Essential Duties & Responsibilities

• Provide exceptional service to visitors and uphold an environment that is welcoming, friendly and approachable
• Proactively interact with guests by providing information regarding programs, events, exhibitions, films, membership, ticket availability and campus layout
• Sell tickets, memberships and gift cards
• Scan tickets and facilitate the admission process for museum exhibitions, programs, and special events
• Collect contact information from visitors that is required for marketing and reporting purposes
• Perform cash drawer reconciliation at beginning and end of each shift
• Provide visitors with accessibility equipment and instruction in its usage when needed
• Answer museum phone calls and emails to provide assistance with ticketing inquiries and general information
• Welcome and orient groups 
• Provide coat and bag check
• Collect visitor feedback, comment cards and conversations. 
• Actively approach Museum visitors to ask for participation in onsite surveys
• Stocking brochures and maps
• Uphold all museum rules and the tenets of the Visitor Agreement
• Maintain an orderly shared workspace
• Performs other related duties as assigned

Ongoing Training

• Attend all required Visitor Services meetings and training opportunities to stay informed on current best practices, policies and procedures
• DEAI training
• Deescalation training
• Altru CRM/Database and ticket sales training
• Lightspeed training

Supervisory Responsibilities

• None

Institutional Responsibilities 

• Support and demonstrate commitment to the Museum’s mission, vision and core values of creativity, connection, equity, learning, accessibility and accountability 
• Contribute to and support the Museum's strategic plan, annual priorities, and institutional initiatives such as diversity, equity, inclusion and access
• Contribute to a positive organizational culture based on mutual respect, a spirit of collegiality, cooperation and openness to many perspectives
• Participate in a culture of ongoing learning, collaboration, innovation, creativity and community engagement
• Promote equity and inclusion goals and have a “people first” mindset.

Required Knowledge & Skills

If you have any questions along the way including wanting to talk about a nontraditional career background, please reach out to HR.

• Enthusiasm for helping people and for the Museum’s mission and vision
• Must possess excellent interpersonal and verbal communication skills
• Comfortable with presenting information and making announcements to large and small groups of people in a public setting
• Be respectful of diverse identities
• Comfortable with and desire to engage with all visitors
• Identify and positively resolve visitor issues in the moment; strong decision making and judgment skills necessary 
• Knowledge of unconscious bias and awareness of microaggressions and de escalation techniques
• Actively participate in promoting the Museum’s equity and inclusion and access goals
• Must use discretion with confidential information

Education, Formal & Informal Experience, Training Required, Certification, Etc.

• High school diploma or GED and or 1 year previous experience in a high traffic customer service setting; hospitality, retail, attractions or cultural organizations, or equivalent combination of education and experience
• General familiarity with Microsoft Office Suite and Google platforms 
• Experience with point of sale systems and cash handling

Job Conditions

• Schedule/Hours: Required evenings and weekends based on business need (35 - 40 hours per week)
• Overtime as needed
• This position requires working weekends, occasional holidays, evenings and special events as necessary
• Works with technology to facilitate the admission process and provide customer service, including computers, ipads, scanners, two-way radios and headsets
• Works directly with the public

Physical Activities

Admission Desks

• Remaining stationary for prolonged periods of time; optional use of a stand up desk
• Occasional lift/carry/push/pull up to 20 lbs (items such as bags, coats, boxes of brochures, gallery stools, stanchions, wheelchairs and signage) 
• Frequent typing and repetitive motion on keyboard 
• Frequent communicating with visitors
• Frequent reaching for handouts, brochures and checked items
• Frequent repetitive motion when typing
• Frequent grasping and handling of objects such as pens, computer mouse, papers and money, bags and coats 
• Frequent conversing to receive detailed information from visitors and staff
• Frequent visual checks to determine the accuracy, neatness and thoroughness of paperwork 
• Provide accessibility equipment when needed

Phone/Email Support

• Remaining stationary for prolonged periods of time
• Optional use of stand up desk
• Frequent typing on keyboard 
• Frequent communicating with callers 
• Frequent grasping and handling of objects such as pens, computer mouse, papers
• Frequent repetitive motion of hands/wrists when typing
• Continual listening to callers on a phone receiver or headset

This is not a complete representation of all physical requirementsBenefits

• This role is non-exempt/hourly and full-time
• Budgeted compensation is within pay grade B ($15.45 min - $17.37 mid - $19.29 max), depending on experience 
• Shift differentials, for hourly/non-exempt staff, for hours worked onsite within:
  • Evening hours (6:00 pm-12:00 am) will be paid an additional $1.00 per hour
  • Night hours (12:01 am-6:00 am) will be paid an additional $2.00 per hour
• Healthcare package: medical, dental, vision, disability, life insurance, 401K match, and flexible spending accounts
• Paid time off: 6 paid holidays, 2 floating holidays, vacation, sick, and bereavement leave
• Transportation benefits: TriMet / C-Tran / parking reimbursement account or bike-to-work enrollment
• Museum admission & lectures, programs, and gift shop discounts
• R.E.A.P (Reciprocal Employee Attraction Pass), providing free general admission to local destinations

Apply online at: www.portlandartmuseum.org/careers, to create a profile.

To be considered eligible, submissions require a resume, four references, and all application questions answered. Incomplete applications will not be considered.

Closing date: We will begin reviewing applications immediately, so please apply as soon as possible. The closing date is subject to change at any time.Company Description

Equal Opportunity & Accessibility

The Museum is deeply committed to diversity, equity, and inclusion, both in our hiring practices and in our Museum employee experiences. We strive to foster a mindful and respectful environment in which everyone can be their authentic selves at work and experience a culture free of harassment, racism, and discrimination.

The Museum is an equal opportunity employer, committed to a policy of non-discrimination in employment on any basis including age, sex, color, race, creed, national origin, religion, marital status, sexual orientation, gender identity, political belief, disability or any other legally protected status. We are committed to the full inclusion of all qualified individuals. This commitment ensures that persons with disabilities are provided reasonable accommodations to participate in the application, interview, and hiring process. Alternative formats of this application are available upon request. If reasonable accommodation or an alternative form of this application is needed to participate in the job application or interview process, perform essential job functions, and/or receive other benefits and privileges of employment, please contact Human Resources at hr@pam.org or 503.276.4358.

About the Portland Art Museum

The seventh oldest museum in the United States, the Portland Art Museum is internationally recognized for its permanent collection and ambitious special exhibitions drawn from the Museum’s holdings and the world’s finest public and private collections. The Museum’s collection of more than 50,000 objects, displayed in 112,000 square feet of galleries, reflects the history of art from ancient times to today. The collection is distinguished for its holdings of arts of the native peoples of North America, English silver, and the graphic arts. An active collecting institution dedicated to preserving great art for the enrichment of future generations, the Museum devotes 90 percent of its galleries to its permanent collection.

The Museum’s campus of landmark buildings, a cornerstone of Portland’s cultural district, includes the Jubitz Center for Modern and Contemporary Art, the Gilkey Center for Graphic Arts, the Schnitzer Center for Northwest Art, PAM CUT, and the Confederated Tribes of Grand Ronde Center for Native American Art. With a membership of more than 22,000 households and serving more than 350,000 visitors annually, the Museum is a premier venue for education in the visual arts. For information on exhibitions and programs, call 503-226-2811 or visit portlandartmuseum.org