Visitor Services Coordinator

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.

Benefits:

We are proud to offer a comprehensive benefits package to eligible employees that includes: Medical, Dental, Vision, Flexible Spending Account. Paid Time Off (Vacation, Sick, Holidays, and Floating Holidays). 403(b) Savings Retirement Plan. Life Insurance, Short Term and Long Term Disability. Free Museum membership. Parking at a discounted rate.

Position Summary:

The Visitor Services Coordinator assists in the management of the Children's Museum of Pittsburgh Membership program, including stewardship of long-term member relationships. Helps to develop strategy and implement plans for membership growth and member retention, understanding the unique needs of member families and how they utilize the Museum. This position is instrumental in the planning of member events and member early opens. The goal of the admissions/visitor component is to ensure outstanding guest services are provided to all members and visitors to ensure a safe, efficient and friendly visit, and to educate the front desk staff on membership programs and benefits.

Supervisory Responsibilities: Admissions staff and other Visitor Services staff as necessary.

Essential Job Functions:

• Assist in the management of the membership program, this includes Cuseum digital membership card platform, and sales.
• E-commerce management - memberships.
• Handle questions from members' in-person, via phone calls and through email.
• Oversees membership customer service processes including processing new and renewing museum memberships and acknowledgment letters.
• Work with Visitor Services management to ensure proper training on memberships program, policies, and procedures and strategies to increase on-site sales.
• Train admission staff in all areas of membership sales and data collection.
• Assists with the creation and execution of member programs, member previews and other member events.
• Partners with the marketing and Communications team to support the implementation, promotion, and communication of robust annual programing, helps to create membership collateral, and supports the museums online social media and website presence
• Communicate with Tessitura technical support as needed, including facilitating upgrades, training issues and resolving open issues as they pertain to admissions and memberships.
• Manage reciprocal and free memberships with the Museum's partners and neighbor organizations.
• Process of monthly membership commission reports, maintains visitor conversion rates accurate database records
• Act as Manager on Duty weekly. Responsible for supervising front desk staff, daily opening and closing of admission desk and retail store, including till accounting, variance documentation and reconciliation.

Additional Responsibilities:

• Daily customer service interaction and management of issues including accident/incident reports.
• Helps to cover the front desk when needed.
• Assists front desk with database and membership questions.
• Work with the Visitor Services Supervisor to create procedure manuals for membership and admissions desk as necessary.
• Ensure admissions desk are prepared for all special events where desk is in use.
• Work with VS management team to ensure overall quality performance and efficiency at the front desk. Includes monitoring supplies, ensuring automated announcements are set properly, communicate any guest issues and report any concerns on staff performance.
• Responsible for all cash and receipts.
• Assist in the parking operations.
• Follow safety protocols to ensure the safety and security of visitors.
• Follow Collective Bargain Agreement and HR Policy Handbook to ensure compliance.
• Communicates to management the need of issuing progressive discipline.
• Responsible for following and implementing Museum policies and procedures.
• Participate in one Museum committee.

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 Requirements:

Education: High school diploma or GED required, Bachelor's degree preferred.

Experience:

• At least two years in a customer service or fundraising role required, with additional preference for at least two years' museum experience.
• Experience with MS Office Suite required.
• Experience with Tessitura, or another CRM preferred.
• Cash management experience.

Skills:

• Proficiency in customer service.
• Highly dependable with strong organizational skills and attention to detail.
• Strong communication skills.
• Strong conflict resolution and problem solving skills.
• Proficiency in cross-departmental collaboration.

Physical Requirements, and Equipment Usage:

• No excessive physical effort required, however some lifting of equipment and supplies may be required.
• The person in this position frequently communicates with staff, guests, and partners. Must be able to exchange accurate information.
• Constantly operates a computer, phone, photocopier and other office equipment.
• Move consistently about the Museum and off-site attending to operational needs.

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 and Hours of Work:

• Duties will be performed in a museum environment, which includes interaction with the public and exposure to children and families.
• Onsite work from Sunday to Thursday. Hours vary based on museum open hours. Occasional early or evening hours required for events.

Clearances:

• FBI fingerprints, PA Child Abuse History Certificate (Act 33) and PA State Criminal Record Check (Act 34) Clearances are required.

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

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

The 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.

Salary : $38,400 - $40,000