Visitor Experience Ticket Concierge

Brooklyn Museum•New York, NY

1d•Onsite

About The Position

The Visitor Experience Ticket Concierge supports Membership and Visitor Experience as part of the Brooklyn Museum’s Visitor Experience Team. The role answers phone inquiries, rebooks visitor tickets, reviews and returns messages on the special exhibition hotline, and responds to public emails. The position is suited to someone with strong customer service skills, problem-solving ability, initiative, and excellent interpersonal communication who can thrive in a fast-paced, team-oriented environment. This is a temporary, part-time position for the duration of the special exhibition Art of Manga, through March 7, 2027. The minimum schedule is four days per week and 28 hours per week, including mandatory Saturday and Sunday shifts; the additional day will be discussed and determined. Additional hours may be assigned or requested for special Museum events. First Saturday events and quarterly training sessions are mandatory shifts. The position is based in Brooklyn, New York. The salary is $26.00. The role reports to the Director of Visitor Services and is union-represented by UAW Local 2110; its FLSA status is non-exempt.

Requirements

Strong customer service skills in a fast-paced, public-facing environment.
Strong verbal and written communication skills, including the ability to communicate clearly, warmly, and professionally.
Excellent interpersonal skills and a positive, solutions-oriented approach.
Ability to manage a high volume of inquiries while maintaining accuracy, patience, and attention to detail.
Strong problem-solving skills and the ability to exercise sound judgment and initiative.
Ability to learn, understand, and accurately communicate detailed ticketing policies and procedures.
Ability to work collaboratively and contribute positively to a team environment.
Commitment to creating an inclusive, welcoming, and accessible environment for all visitors.
Ability to communicate Museum policies in a friendly but firm manner while supporting a safe and respectful environment for guests.
High school diploma or equivalent.
Ability to stand for extended periods and lift up to 20 pounds as needed.
Availability for a minimum of four days and 28 hours per week, including mandatory Saturday and Sunday shifts, First Saturday events, and quarterly training sessions; additional hours may be assigned or requested for special events.

Nice To Haves

Experience with Tessitura or another ticketing or point-of-sale system.
Interest in the arts, museums, or cultural institutions.
Familiarity with Brooklyn Museum exhibitions and programming.
Fluency in a language other than English.

Responsibilities

Respond to a high volume of phone calls and voicemails from prospective and current visitors through the Museum’s special exhibition hotline.
Provide accurate and courteous information about ticketing, exhibitions, programming, events, Membership, Museum policies, hours, and visitor services using established resources and procedures.
Respond to visitor emails, including ticket rebooking requests, general inquiries, and other customer service needs.
Process ticket rebooking requests in accordance with Museum policies and procedures.
Identify inquiries for other departments and route them appropriately.
Support Front-of-House team members with sales of Museum admission, event tickets, and Memberships using the Museum’s point-of-sale system.
Process cash and credit card transactions accurately and follow cash-handling and ticketing procedures.
Maintain current knowledge of Museum exhibitions, programming, events, Membership benefits, ticketing policies, and operational updates.
Assist visitors with website navigation and help them find relevant information online.
Communicate Museum policies clearly, warmly, and professionally.
Participate in daily Morning Meetings and review shift notes to stay informed about operations, visitor needs, and departmental updates.
Collaborate with Visitor Experience colleagues and other departments to resolve visitor questions and provide a seamless customer experience.
Perform other duties reasonably related to the role’s responsibilities.

Benefits

Medical, dental, vision, and life insurance.
401(k) Savings Plan and Pension Plan.
Paid time off, including annual vacation leave, sick leave, and 13 Museum holidays.
Short-term and long-term disability coverage.
Flexible Spending Accounts and Health Savings Accounts for eligible pre-tax health care, dependent care, and commuter expenses.
Employee Assistance Program.
Free admission to various New York City museums and cultural institutions.
Early access to Museum exhibitions.
Invitations to staff-only programs, tours, and on-site engagement events.
Opportunities to participate in community initiatives and Museum programs.
40% discount in Museum shops.
20% discount at the Museum café.