Part-Time Visitor Experience Associate (VXA)

The Shed•New York, NY

6h•$22

About The Position

The Part-Time Visitor Experience Associate is a key member of the Visitor Experience team that will be responsible for creating a positive and memorable visitor experience at The Shed. Reporting to the supervisors of the Visitor Experience team, the Visitor Experience Associate will be cross-trained across all frontline roles including ticket/membership sales, ushering, wayfinding, general information, welcoming groups, acting as a gallery assistant, retail sales, and other duties as assigned. The ideal candidate has experience in customer-facing roles, using ticketing systems, front-of-house operations, and customer service in seated, general admission, and timed ticketing environments. They have expertise in both the performing arts and visual arts, which is essential for the interdisciplinary nature of The Shed’s programming. They have customer service experience, a demonstrated enthusiasm for The Shed’s mission to advance contemporary culture, a strong interest in the arts, popular culture, science, and technology, and can work collaboratively with colleagues across a quickly growing organization. This position is a union role represented by UAW Local 2110.

Requirements

Two or more years of experience in customer-facing roles
Cash management experience
Experience using a ticketing system
Open to rethinking the audience experience using technology and new strategies
Friendly, welcoming and warm demeanor towards colleagues and audience members
Exemplary verbal communication skills
Resilient and able to handle high-pressure situations without burning out
Responds well to constructive feedback
Able to work a variable schedule, including nights and weekends
Ability to lift/carry/push at least 50lbs
Employees will be required to obtain the F-03 Fireguard certification within 30 days of employment
Knowledge of ticketing systems (Tessitura preferred)
Ability to use an online scheduling system
Ability to troubleshoot issues with POS workstations, scanners, and ticket printers
Must have availability for at least two days between Friday and Sunday, and two days between Monday and Thursday
Holiday availability required

Nice To Haves

Expertise in customer service for both the visual and performing arts is preferred

Responsibilities

Responsible for aligning customer service with The Shed’s mission to create a best-in-class audience experience that is welcoming to all
Quickly absorb information about The Shed’s programming, building, and organization in order to answer questions knowledgeably and represent The Shed
Proactively and empathetically engage with audience members
Responsible for the safety and well-being of the audience, including obtaining F03 fire guard and first aid certification to be prepared to respond in the event of an emergency
Cross-trained across all frontline roles including ticket/membership sales, ushering, distributing programs, coat check, wayfinding, general information, welcoming groups, acting as a gallery assistant, retail sales, and other duties as assigned
Participate in morning updates and and pre-show briefings to stay informed about operational updates
Follow a varied daily schedule with assigned posts and breaks
Responsible for accurate cash management and balancing a cash till
Act as an end user for the ticketing system (Tessitura)
Be responsible for service delivery through all channels: in person, chat, phone, and email
Responsible for accurate data collection on the frontline to help the organization make data-informed decisions
Maintain high data governance standards across the institution