Visitor Services Associate

Visitor Services Associate

The Visitor Services Associate serves as a primary point of contact for Chicago History Museum visitors and plays an important role in creating a welcoming, informative, and engaging visitor experience. The Visitor Services Associate provides front-line visitor services, including admissions, ticket sales, membership sales, program reservations, visitor orientation, and general information.

Working closely with colleagues across the Museum, the Visitor Services Associate helps ensure that visitors, members, donors, and community partners receive courteous, accurate, and responsive service consistent with the mission and values of Chicago History Museum.

This position's working schedule will primarily require availability on weekends days and evenings in support of higher attendance days and after-hours evening events.

Essential Functions:

• Welcome museum visitors, members, donors, and guests in a professional, friendly, and inclusive manner.
• Deliver exceptional customer service by responding to visitors' needs, questions, and concerns in a courteous, professional, and timely manner, contributing to a welcoming and inclusive museum environment.
• Promote museum exhibitions, public programs, memberships, and retail offerings.
• Provide accurate information regarding museum exhibitions, programs, memberships, amenities, directions, policies, parking, and visitor services.
• Process admissions, membership transactions, program registrations, Research Center admissions, merchandise purchases, and other visitor transactions using museum ticketing and point-of-sale systems.
• Assist with the arrival, orientation, and logistical support of school groups, adult groups, and tour participants.
• Regular participation in after-hours museum staffing of corporate and institutional events.

Additional Duties:

• Staff and maintain the security of the coat check area
• Perform in-house reception duties: greet museum staff's guests and provide orientation for internal museum meetings.
• Transfer calls to departments/staff
• Guide patrons to exits or provide other instructions/assistance in case of emergency
• Provide assistance for patrons in need of accessibility accommodation, such as helping those with wheelchairs, assisting with audiovisual aids.
• Ability to perform physical tasks involved in moving school group Activity Carts and equipment; pushing and pulling 50+ lbs. and lifting 20 lbs.
• Other duties as assigned

Working Relationships:

This position works closely with colleagues throughout the Museum and regularly interacts with visitors, members, volunteers, and community partners, and may work with internal teams focused on delivering and creating positive visitor experiences. The Visitor Services Associate develops and manages relationships with museum visitors, members, donors, and partners.

Required Qualifications:

• High school diploma or equivalent.
• One or more years of customer service, hospitality, admissions, retail, guest services, or related experience.
• Experience working with diverse audiences in a public-facing environment.
• Ability to communicate professionally and effectively in person, by telephone, and through electronic communications.
• Experience handling cash and processing financial transactions accurately.
• Ability to learn and use ticketing, point-of-sale, reservation, and related technology systems.
• Ability to work collaboratively as part of a team.
• Ability to work evenings, weekends, holidays, and special events as required.
• Commitment to the mission and values of the Chicago History Museum.
• Demonstrated commitment to providing outstanding customer service and creating positive visitor experiences for diverse audiences
• Strong customer service and interpersonal skills.
• Excellent verbal communication skills.
• Ability to provide accurate information and assistance in a fast-paced public environment.
• Ability to remain professional and courteous when responding to visitor concerns or challenging situations.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Ability to learn and effectively use museum technology systems.

Preferred Qualifications:

• Bachelor's degree in History, American Studies, Hospitality Management, or Education.
• Previous museum, restaurant, or tourist attraction guest services experience.
• A love of history and storytelling.
• Experience with Audio Visual systems.
• Prior event production support experience.
• Bilingual conversational fluency
• Experience with Altru, Blackbaud, or similar ticketing and CRM systems.
• Experience supporting public programs, tours, or museum events.
• Knowledge of Chicago history, neighborhoods, cultural institutions, and transportation systems.

Compensation and Benefits:

The compensation range for this position is established in accordance with any applicable collective bargaining agreement and/or CHM compensation practices. CHM offers a comprehensive benefits package in accordance with museum policies and any applicable collective bargaining agreement.

Reports To: Visitor Services Manager

Physical Requirements:

Ability to stand and move throughout the Museum during scheduled shifts.

Ability to lift and carry up to 20 pounds and push or pull carts or equipment weighing up to 50 pounds.

Ability to occasionally bend, reach, and move materials related to visitor services operations.

CHM Mission:

To serve as the primary destination for learning, inspiration, and civic engagement, connecting people to Chicago's history and each other.

CHM Core Values:

Collaboration: We honor all lived experiences, skills, and goals, weaving them into our work to collectively share stories of history and culture.

Integrity: We conduct all business and build internal and external relationships on the foundation of honesty, camaraderie, and professional fellowship.

Respect: We listen to understand, and we affirm other people's perspectives and contributions. We show up for others and treat them as they want to be treated.

Curiosity: We invite questions and celebrate investigation, encouraging meaningful connections with history and a sense of wonder about our complex city.

Innovation: We anticipate the need to adapt and evolve, embracing new ideas that will propel the Museum to increase success.

Service: We actively cultivate a responsive and supportive culture where all people are valued and respected.

Equal Employment Opportunity & Accommodations:

CHM is an equal opportunity employer and provides reasonable accommodations as required by law.

Legal Notice:

This job description is not an express or implied contract. Employment is at will unless otherwise provided by law or an applicable collective bargaining agreement.

Hybrid / On-Site Work Statement:

This position requires on-site work at CHM facilities. Remote or hybrid work arrangements, if any, are subject to CHM policies and, where applicable, any collective bargaining agreement.