Welcome Center Assistant

Position Summary

The Welcome Center Assistant at the Portland Museum of Art (PMA) welcomes visitors, shares information about museum guidelines and safety protocols, and provides exceptional customer service in designated public-facing spaces.

This is a part-time, seasonal role from May through October.

Job Functions

Visitor and Member Services

• Welcomes and checks in visitors and members.
• Processes membership transactions, including renewals, upgrades, and updates to member contact information.
• Answers phones, directs calls, and takes messages.

Store Support

• Assists visitors with merchandise selection, answers questions, and promotes products, exhibitions, and memberships.
• Processes sales, refunds, and exchanges and reconciles funds during cash-out.
• Restocks merchandise, maintains store cleanliness, and supports inventory and merchandising tasks.

Program and Event Support

• Stays informed about and communicates details of museum-wide initiatives including programs, events, and schedules.
• Provides logistical support for events, special gatherings, and public programs as needed.

Safety and Security Protocols

• Shares information with visitors about museum safety and security protocols.
• Enforces the PMA’s guidelines and safety protocols.
• Assists in maintaining clean, uncluttered, and hazard-free public spaces.
• Covers and patrols in galleries as needed to help ensure the safety and preservation of art from visitor-related risk.

Training and Continuous Improvement

• Participates in ongoing training to deepen knowledge of membership levels, donation processes, customer service techniques, and program benefits.
• Provides insightful feedback to management based on customer interactions to contribute to the continuous improvement of visitor services and enhance the overall visitor experience.

Interdepartmental Collaboration

• Collaborates on special projects, as needed.

Supervisory Responsibilities

None.

Qualifications

• High School diploma or equivalent.
• Minimum of 2 years’ experience in customer service, retail, or related roles.
• Experience with event and program support in a cultural or retail environment.
• Experience in administrative support and data management.
• Proficiency in handling membership transactions and customer inquiries.
• CPR and First Aid certifications, preferred.

Skills and Competencies

• Adaptable and flexible; able to adjust to varying situations and audiences.
• Proficient in using computers, digital devices, and basic software applications.
• Remains calm and effective under pressure; handles challenges professionally.
• Strong customer service and interpersonal skills for engaging with clients and teams.
• Demonstrates a willingness to learn and develop new skills to enhance performance.
• Handles sensitive and confidential information with discretion and professionalism.

Standards of Excellence

• Strives to maintain a friendly and welcoming attitude toward all.
• Builds positive relationships through kindness, respect, and attentiveness.
• Respects and is sensitive to diverse cultures, orientations, and perspectives.
• Supports inclusivity by promoting equity and addressing barriers.
• Communicates effectively and professionally.
• Adheres to the PMA brand charter and style guide.
• Delivers exceptional customer service in all visitor areas.
• Works collaboratively to achieve common goals.
• Inspires and motivates others.
• Demonstrates responsibility, reliability, and ethical behavior.
• Always follows all safety protocols and procedures.

Other Requirements

• Successfully pass a background check and any required pre-employment screenings.
• Flexibility to work evenings, weekends, and holidays to support programs and events as needed.
• Occasional regional travel for training or to support programs and events.

Working Conditions and Physical Demands

• Work Environment: In-person at PMA or affiliated sites, including public spaces and the museum store.
• Physical Demands: Frequent computer use; visual acuity; sitting, standing, walking, bending, and squatting; handling merchandise; clear verbal communication; occasional lifting up to 30 lbs.
• Exposures: Fluctuating noise levels; large crowds; variable weather conditions during events.

Other Duties as Assigned

This job description outlines the primary duties, responsibilities, and expectations for this role. However, the employer reserves the right to modify or update job functions as needed to meet evolving business needs, with or without notice.

Equal Opportunity Employer

The PMA is committed to diversity and is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, sexual orientation, disability, veteran status, whistleblower status, familial status, gender identity or expression, genetic information, or any other legally protected characteristic.

In accordance with the Americans with Disabilities Act (ADA) and the Maine Human Rights Act, the PMA provides reasonable accommodations for qualified individuals with disabilities unless doing so would result in undue hardship. This policy covers all employment practices, including the application process. For accommodation requests, please contact the PMA’s Human Resources department.

Benefits & Employee Perks

Paid Leave – Eligible employees accrue Maine Earned Paid Leave in accordance with applicable state law.
Holiday Premium Pay – Hourly employees may receive premium pay for hours worked on designated holidays, in accordance with PMA policy and any applicable collective bargaining agreement.
Employee Assistance Program (EAP) – Confidential resources may be available to support mental health, work-life balance, and financial well-being.
Scheduling Flexibility – Work schedules are determined by operational needs; alternative scheduling may be considered where feasible and consistent with department practices.
Museum-Related Employee Perks – Employees may have access to museum-related privileges, including PMA admission and participation in reciprocal museum programs, subject to program terms and availability.

Benefits, pay practices, and employee perks are governed by applicable laws, PMA policies, and any relevant collective bargaining agreement. Eligibility, availability, and terms are subject to change and may vary by position.