Visitor Services Coordinator

Children•Pittsburgh, PA

3d•Onsite

About The Position

The Visitor Services Coordinator assists with managing the Children's Museum of Pittsburgh's membership program, including stewardship of long-term member relationships, digital membership cards, sales, and e-commerce. The role supports strategies and plans for membership growth and retention, with attention to the needs of member families and how they use the Museum. It also helps plan member events and early opens, and ensures members and visitors receive safe, efficient, and friendly service. The coordinator educates front desk staff about membership programs and benefits. The position supervises admissions staff and other Visitor Services staff as needed. It oversees membership customer-service processes, including new and renewed memberships, acknowledgments, member inquiries, and staff training. The coordinator collaborates with marketing and communications on annual programming, promotion, membership materials, social media, and the website, and works with Tessitura support on system issues and upgrades. Other duties include managing reciprocal and free memberships, maintaining accurate records and conversion rates, preparing commission reports, and serving weekly as Manager on Duty. As Manager on Duty, the coordinator supervises front desk staff and oversees daily opening and closing of the admissions desk and retail store, including till accounting, variance documentation, and reconciliation. Additional responsibilities include customer service and issue management, incident reporting, covering the front desk, preparing for special events, maintaining desk supplies and announcements, supporting parking operations, handling cash and receipts, following safety and Museum policies, and communicating staff-performance concerns to management. The employee also participates in one Museum committee and may be assigned additional duties as business needs change. The role is onsite in a museum environment with interaction with the public, children, and families. The regular schedule is Sunday through Thursday, with hours varying according to Museum operating hours and occasional early or evening hours for events. Required clearances are FBI fingerprints, a Pennsylvania Child Abuse History Certificate (Act 33), and a 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 MS Office Suite required.
Cash management experience.
Proficiency in customer service.
Dependability, strong organizational skills, and attention to detail.
Strong communication skills.
Strong conflict-resolution and problem-solving skills.
Ability to collaborate across departments.
Required clearances: FBI fingerprints, Pennsylvania Child Abuse History Certificate (Act 33), and Pennsylvania State Criminal Record Check (Act 34).

Nice To Haves

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

Responsibilities

Assist in managing the membership program, including the Cuseum digital membership card platform, membership sales, and e-commerce.
Support strategies and plans to increase membership growth and retention, based on member-family needs and Museum usage.
Respond to member questions in person, by phone, and by email.
Oversee membership customer-service processes, including processing new and renewing memberships and acknowledgment letters.
Work with Visitor Services management on staff training, membership policies and procedures, and strategies to increase on-site sales.
Train admission staff in membership sales and data collection.
Help create and execute member programs, previews, and other member events.
Partner with Marketing and Communications on annual programming, promotion, communications, membership collateral, and the Museum's social media and website presence.
Coordinate with Tessitura technical support on upgrades, training issues, and admissions or membership system issues.
Manage reciprocal and free memberships with partner and neighboring organizations.
Prepare monthly membership commission reports and maintain accurate visitor conversion rates and database records.
Act as Manager on Duty weekly; supervise front desk staff and oversee daily opening and closing of the admissions desk and retail store, including till accounting, variance documentation, and reconciliation.
Handle daily customer-service interactions and issues, including accident and incident reports; cover the front desk when needed and assist with database and membership questions.
Work with the Visitor Services Supervisor to create procedure manuals for the membership and admissions desks as needed.
Ensure the admissions desk is prepared for special events and work with Visitor Services management to maintain front desk quality and efficiency.
Monitor supplies, ensure automated announcements are set correctly, communicate guest issues, and report staff-performance concerns.
Manage cash and receipts and assist with parking operations.
Follow safety protocols and Museum policies and procedures, comply with the Collective Bargaining Agreement and HR Policy Handbook, and communicate when progressive discipline may be needed.
Participate in one Museum committee.