Visitor Services Coordinator

Children's Museum of Pittsburgh•Pittsburgh, PA

8d•$38,400 - $40,000•Onsite

About The Position

The Visitor Services Coordinator assists in managing the Children's Museum of Pittsburgh's membership program, including stewardship of long-term member relationships, membership sales, digital membership cards, and e-commerce. The coordinator helps develop and implement strategies for membership growth and retention, with attention to member families' needs and how they use the Museum. The position supports member events and early opens, provides outstanding service to members and visitors, and educates front desk staff about membership programs and benefits. The coordinator supervises admissions staff and other Visitor Services staff as needed, and serves weekly as Manager on Duty. Duties include overseeing front desk operations, staff training, membership customer-service processes, admission desk and retail store opening and closing, cash and receipt handling, till accounting, and reconciliation. The role also supports event readiness, parking operations, visitor safety, and collaboration with museum teams and partners. The position is based onsite in a museum environment, with regular interaction with the public, children, and families. Work is Sunday through Thursday, with hours varying according to museum opening hours; occasional early or evening hours are required for events. Required clearances include FBI fingerprints, the Pennsylvania Child Abuse History Certificate (Act 33), and the Pennsylvania State Criminal Record Check (Act 34).

Requirements

High school diploma or GED required.
At least two years of experience in customer service or fundraising required.
Experience with the MS Office Suite required.
Cash management experience.
Proficiency in customer service.
Strong organizational skills and attention to detail; highly dependable.
Strong communication skills.
Strong conflict-resolution and problem-solving skills.
Proficiency in cross-departmental collaboration.
Ability to obtain required FBI fingerprints, Pennsylvania Child Abuse History Certificate (Act 33), and Pennsylvania State Criminal Record Check (Act 34) clearances.

Nice To Haves

Bachelor's degree preferred.
At least two years of museum experience preferred.
Experience with Tessitura or another CRM preferred.

Responsibilities

Assist with management of the membership program, including the Cuseum digital membership card platform and membership sales.
Manage membership e-commerce.
Respond to member questions in person, by phone, and by email.
Oversee membership customer-service processes, including new and renewed memberships and acknowledgment letters.
Work with Visitor Services management on training staff in membership programs, policies, procedures, and strategies to increase onsite sales.
Train admission staff in membership sales and data collection.
Assist with creating and delivering member programs, previews, and other member events.
Partner with Marketing and Communications on annual programming promotion and communications, membership collateral, and the Museum's social media and website presence.
Communicate with Tessitura technical support about upgrades, training issues, and open admissions or membership issues.
Manage reciprocal and free memberships with partner and neighboring organizations.
Process monthly membership commission reports and maintain accurate visitor conversion rates and database records.
Serve weekly as Manager on Duty; supervise front desk staff and oversee daily opening and closing of the admission desk and retail store, including till accounting, variance documentation, and reconciliation.
Provide daily customer service and manage issues, including accident and incident reports.
Cover the front desk when needed and assist staff with database and membership questions.
Work with the Visitor Services Supervisor to create procedure manuals for membership and admissions as needed.
Ensure the admissions desk is prepared for special events.
Work with the Visitor Services management team to maintain front desk quality and efficiency, including monitoring supplies, ensuring automated announcements are properly set, communicating guest issues, and reporting staff-performance concerns.
Handle cash and receipts.
Assist with parking operations.
Follow safety protocols to protect visitors.
Follow the Collective Bargaining Agreement and HR Policy Handbook, and communicate to management when progressive discipline may be needed.
Follow and implement Museum policies and procedures.
Participate in one Museum committee.