Visitor Experience Associate II

Detroit Institute of Arts•Detroit, MI

2d•$17 - $17•Onsite

About The Position

The Visitor Experience Associate II works under the supervision of the Supervisor and Manager, Visitor Experience, and applies customer service processes, service standards, and interpersonal skills to create an exceptional visitor experience. The role supports floor management, devices, visitor information and signage, coat check, concierge services, third-party events, admissions, and sales. This is a regular, contingent, non-exempt, museum-based position.

Requirements

High school diploma or equivalent.
Two years of experience in sales or customer service, cash handling, and/or call center work.
Ability to collaborate across departments and divisions and with diverse external stakeholders.
Ability to speak publicly and present or share information clearly, effectively, and engagingly for the audience.
Ability to prioritize and complete multiple tasks to meet deadlines and goals.
Ability to calmly and professionally de-escalate challenging visitor situations.
Ability to identify challenges and opportunities, engage others in resolving them, and recommend appropriate courses of action.
Strong customer service skills.
Attention to detail and ability to produce accurate results.
Flexibility and adaptability when priorities change based on operational needs.
Ability to work regular weekend, evening, and holiday hours.
Proficiency in the latest version of Microsoft Office 365.
Proficiency with remote-work technology, including scheduling, connecting to, and using digital collaboration platforms such as Microsoft Teams.
Ability to establish and maintain professional, productive, and courteous interactions that promote positive teamwork, including carrying out interactive work activities and responding appropriately to constructive feedback.

Responsibilities

Execute the visitor admission process, including cash handling and selling, renewing, and upgrading museum memberships.
Maintain knowledge of museum events, activities, and important department information to respond to internal and external inquiries.
Attend daily stand-up meetings, department meetings, and All Team meetings, both in person and virtually.
Proactively address members’ and individual guests’ inquiries and concerns.
Maintain confidential and accurate records of financial transactions.
Use specialized databases and software systems.
Provide complimentary guest services, including wheelchairs, backpack and bag storage, and coat check.
Greet visitors and provide general information and directions throughout their visit.
Direct visitors and groups to support crowd control and monitor exhibition traffic flow.
Set up equipment and fulfill signage requests for museum programs.
Stock maps, brochures, and other literature in lobbies, galleries, and literature kiosks.
Support the museum experience during special exhibitions, including audio guide distribution and ticket handling.
Apply DIA values in interactions to support a culture of belonging among internal and external stakeholders.
Perform other duties as assigned.