Visitor Services Lead Ticketer

The Visitor Services Lead plays a key front-line leadership role in delivering an exceptional guest experience at Old Sturbridge Village. Reporting to the Visitor Services Manager, this position is responsible for opening and closing daily ticketing operations, leading point-of-sale activity, and setting the standard for outstanding customer service.

This role combines sales, operations, and guest engagement, ensuring every visitor interaction is welcoming, efficient, and memorable.

This position is part-time with limited benefits. Hours will vary with a potential of up to 3 days per week, on average 15 hours. Shifts vary from 9am-1pm or 9am-5pm. Availability to work a flexible schedule between Wednesday – Sunday is preferred. MUST be able to work weekends and holidays.

Responsibilities include, but are not limited to:

• Lead daily sales activity at the ticketing desk, modeling efficiency, professionalism, and positivity
• Serve as the on-shift point person for ticketing questions, guest needs, and issue resolution
• Deliver exceptional customer service in every interaction
• Sell admission tickets, memberships, check-in group tours, and program offerings using the Altru ticketing system
• Contribute to a positive team environment grounded in collaboration and accountability
• Support overall Village operations, including occasional evening programs and special events
• Greet and orient audiences to the Village preparing them for their experience. Develop working knowledge of all Village offerings in order to promote awareness of museum wide programming, and visitor resources
• Comfortable greeting and orienting adult group tours to the Village
• Provide program and visit-related information to all visitors and prospective visitors both in-person and while staffing the switchboard phone line
• Sell tickets over the phone to visitors. Direct callers to appropriate staff offices and individuals as needed.
• Ensure the safety and cleanliness of the work area. Share responsibility with all staff for the clean and neat appearance of the entire Village
• Work with the Accounting department to process change orders and coordinate pick up
• Maintain proper accounts of currency in the cash drawer
• Follow established procedures in the handling of cash, negotiables, and related records to safeguard OSV’s finances and ensure against loss
• Alert the Visitor Services Manager quickly, effectively and appropriately to individual cases of unfavorable customer service or special needs and respond if necessary within clearly established guidelines
• Actively promote and communicate the benefits of OSV Membership
• Process membership applications, including upgrades, by entering constituent information into Altru
• Effectively communicate with members in person, over the phone and via email
• Understand, observe and communicate all Village policies
• Perform other duties as assigned

Requirements:

• 6 months customer service, retail, or ticketing experience preferred (lead or keyholder experience a plus)
• Demonstrate the ability to communicate effectively with a wide variety of audiences
• Cash handling experience
• Basic math and computer skills are required. Demonstrated experience with computers and POS systems is desired (Altru experience a plus)
• Ability to multi-task and work in a high paced environment with a professional attitude
• Must be reliable, punctual, and accountable
• Must have excellent customer service skills, be courteous, efficient and possess a positive attitude
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Proven ability to stay calm, organized, and solution-oriented in a fast-paced environment

Pay: $15.00 - $17.00 per hour

Benefits:

• Employee discount
• Retirement plan

Work Location: In person

Salary : $15 - $17