Lead Visitor Services Associate

Virginia Information Technologies Agency•Richmond, VA

1d•Onsite

About The Position

The Virginia Museum of Fine Arts (VMFA) is seeking experienced, leadership-minded individuals to join the Visitor Services Department as Lead Visitor Services Associates. This is a part-time, non-exempt position with no benefits. The role involves varied shifts during VMFA’s public hours, including evenings and weekends, as the museum is open 7 days a week. Lead Associates support the museum’s goal of creating a positive visitor experience by providing excellent customer service at the Visitor Services Desk, Membership Desk, and over the telephone. They model excellent customer service and best practices, and act in a supervisory capacity in the absence of Supervisors or Managers, handling customer service issues and opening/closing shifts as needed.

Requirements

Outstanding interpersonal and oral communication skills, and the ability to handle a wide range of customer service issues and work courteously with museum staff and the general public.
Strong leadership and organization skills, and the ability to resolve problems in a timely manner.
Experience in point of sale systems, including processing transactions, updating customer records, and submitting accurate deposits.
Associates must be able to do moderate lifting (under 10 lbs); traverse the museum; operate a computer with mouse, keyboard, and barcode scanner; and communicate with staff and visitors in person and via telephone with reasonable accommodations.

Nice To Haves

Prior experience in a team lead or supervisory capacity in a museum, retail, or hospitality environment.

Responsibilities

Selling tickets for exhibitions and programs, registering students for classes, selling memberships, gathering visitor feedback, and responding to inquiries in person, over the telephone or via email.
Assist members with joins, renewals, card requests, and account updates; share issues and requests with Membership and Advancement Services.
Answer Visitor Services and Membership phone lines and complete transactions, answer questions, and direct calls as needed.
Assist with training of new associates by participating in training and orientation sessions and shadowing with new associates at the desk.
Serve as team lead at the desks by: Scheduling and providing breaks for associates, monitoring staffing and visitor levels and adjusting or requesting assistance as needed, assisting associates with troubleshooting any technology problems, and assisting associates with customer service issues.
Open and close shifts as needed.