Senior Customer Service Assistant

Senior Customer Service Assistant

Reporting to the Operations Manager, the Senior Customer Service Assistant is one of two shift leads for the front of house staff and student workers. This position manages the daily work of the visitor experience and security representatives and student workers. The Senior Customer Service Assistant is empowered to enhance the guest experience at the museum through friendly, mindful interactions while safeguarding artwork and ensuring museum policies are followed.

The visitor experience and security staff are the first point of contact many guests, artists, and donors have with the museum. They serve as ambassadors representing the Crow Museum and welcome the public during open hours, events and programs. They perform a variety of functions including greeting and checking-in guests, providing information about and promoting museum membership, and informing visitors of current and upcoming exhibitions, programs, and events. They also assist with tasks related to the opening and closing of the building and setting up/striking the space before and after events.

Minimum Education and Experience - High school diploma or equivalent. At least two years of clerical or customer service work experience, preferably in functional area of position opening.

Preferred Education and Experience - Experience in customer service, reception, non-profit, security, or a related field. Bilingual preferred but not required. A love and appreciation of the arts, and a deep curiosity about humanity and the objects left behind as our history. Ability and willingness to learn about artwork in the galleries and communicate this information to visitors. Comfortable meeting and engaging with new people, with exemplary communication skills. Ability to actively address difficult situations in a compassionate and friendly manner. High professional integrity; reliable, flexible, and demonstrates an excellent work ethic. Knowledge of and ability to use Microsoft Office (Excel, Word, Outlook).

Essential Duties and Responsibilities - Represent the museum with a high level of integrity and professionalism. Manage daily work of the Front of House staff, including Student Workers. Create and manage the work schedule for the front of house staff. Welcome visitors with a friendly introduction to the museum and help to provide an orientation of the galleries. Ensure safety and security of guests, artwork and gallery spaces by informing guests of museum policies. Report maintenance issues. Field inquires/complaints from the public. Remain on site when there is a facility issue during your shift. Enthusiastically inform guests on museum programming for both locations. Answer the main phone line, field questions, and forward calls to the appropriate staff members, with a friendly and professional demeanor. Provide light administrative assistance, help to solicit museum memberships, promote programs, stock brochures and maintain gallery interpretives. Help to provide a greater understanding of the collection and exhibitions for visitors through various educational tools. (Exhibition and general Art and Art History training will be provided). Conduct regular off-hours site maintenance visits as needed. Set-up and break down supplies, tables, chairs, audio equipment, etc. for events and programs. Assist and accommodate museum guests with special needs, in compliance with the Americans with Disabilities Act.

Physical Demands and Working Conditions - This position requires the ability to stand for long periods of time on hard floors, bend down, and move between and within galleries. Reasonable accommodations will be provided for accessibility purposes. Light to moderate lifting of no more than 40 pounds is required.

Work will be performed on-site and in person.