Member and Visitor Services Representative, Full-Time

Museum of Fine Arts•Boston, MA

5d•Onsite

About The Position

Reporting to Admission Managers in the Member and Visitor Services department (MVS), the Member & Visitor Services Representative is a vital member of the MVS team responsible for greeting, assisting and welcoming all Museum visitors in an enthusiastic, warm and professional manner.

Requirements

High School diploma, Associate's degree or higher
2+ years of customer service experience preferably in a hospitality, retail or cultural organization role
Work for this position is performed onsite and directly assisting the visiting public
Ability to interact with a diverse audiences, in terms of age, economic status, and cultural background
Ability to work both independently at a location and as part of a team
Ability to identify and trouble-shoot routine visitor-related issues calmly and professionally
Must use judgment in escalating a challenging situation to the appropriate manager
Ability to maintain professional relationships with a diverse set of constituents including staff, volunteers, MFA members and visitors.
Cash handling experience, ability to learn and apply new technologies.
Must be able to work flexible schedule including evenings, weekends and most holidays.
Schedule includes positions that require standing for extended periods
Ability to work well under pressure and remain calm in the midst of crowds during highly attended programs, exhibitions and events
Must be able to work outdoors in all weather
Must adhere to Member and Visitor Services dress code as well as other departmental and Museum policies

Nice To Haves

Tessitura experience preferred but not required.

Responsibilities

Handles General Admission, Exhibition and Public Program ticket sales, membership sales and renewals
Answers phone inquiries and takes orders, troubleshoots and resolves visitors’ needs and provides general museum information
Works at any and all of our visitor facing locations both inside and outside of the Museum
Greets members and visitors cheerfully in person and on the phone providing a warm welcome to all.
Answers questions and provide information about the Museum’s programs and exhibitions.
Works to develop expertise in the following areas: membership program and benefits, ticketing and admissions policies; all public program offerings, special events, promotions, and general rules and guidelines.
Performs sales duties including the sale of general admission and special exhibition tickets, memberships, special event and public program tickets at any ticketing location.
Validates membership cards, digital and printed tickets for entry at Museum and Special Exhibition entrances.
Actively promotes memberships. Signs up new and renewing members at any location.
Troubleshoots common membership customer service needs including reserving exhibition tickets, contact information updates, upgrades, and automatic renewal requests.
Answers telephone inquiries and process resulting orders in a welcoming and professional manner.
Clearly communicates information and/or administer a seamless hand off of callers to appropriate department or staff person.
Makes outbound calls as needed to follow up on requests or resolve outstanding questions or orders.
Assists in welcoming and checking in all school, community, and adult groups, paying particular attention to the accuracy of financial transactions.
Performs line management inside and outside the building to control capacities in lobbies and ticketed gallery spaces.
Develops proficiency on ticketing and membership database Tessitura.
Performs other related duties as required or directed by MVS management.