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Visitor Services Associate - PT Temp

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POSITION SUMMARY:

This position provides excellent front-line customer service to Museum guests in the front lobby, over the phone, and via e-mail. The work schedule for this position is up to 20 hours a week on Friday and Saturday with flexibility to cover additional hours, as needed. Position is Temporary thru March 31, 2018 with possible transfer to regular part-time.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • 1. Provides welcoming, professional service to all museum guests and customers, including individuals and groups of all sizes. Implements high level customer service procedures in person, on-line, and over the phone. Processes admissions, sales, and donations using Altru and Google Calendar.
  • 2. Provides support to Museum Members using Altru donor database software (training provided). Handles membership applications in person and over the telephone. Promotes memberships, gift certificate sales, and other special sales. For other donations, introduces guest to appropriate Development staff person.
  • 3. Provides guests with current information about Museum exhibitions, programs, and services including the Hirasaki National Resource Center, Facility Rentals, and Group Tours. Also provides visitors with information about the surrounding community.
  • 4. In conjunction with Security, ensures opening and closing of exhibition galleries and lobby area. Additionally, communicates with security to ensure safety of public areas by using radio codes and staying updated on safety procedures.
  • 5. Reconciles cash drawer and empties donation boxes at the close of business.
  • 6. Ensures that the front desk is maintained and orderly. Stocks and maintains printed museum materials including visitor guides, admission stickers, receipt tape, validation stickers and surveys; alerts Supervisor when supplies are needed.
  • 7. Oversees check in of staff guests and vendors. Updates staff sign-in/out pages.
  • 8. Interacts with, motivates, and trains volunteers.
  • 9. Provides additional administrative support, as needed.
  • 10. Assists with printing visitor guides.
  • 11. Assists with maintaining the museum group visit schedule in Altru and Google Calendar.
  • 12. Works with visitors of all ages to support the various events sponsored by the National Museum. Is expected to work on a minimum of three museum-wide events per year: a) National Museum’s Gala Dinner and Silent Auction- (off-site) typically held in the Spring (April-May) b) National Museum’s Family Festival Day- Oshogatsu Family Day (January) or Natsumatsuri Family Day (August) c) JANM Free Family Days – Free Admission Family Days held quarterly on select Saturdays.

This list is not exhaustive and may be supplemented as necessary. Incumbent will perform related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High School Diploma, Bachelor’s degree preferred; or an equivalent combination of education and experience.

Experience/Knowledge: Minimum One year of Front-Line Customer Service/Receptionist experience. Demonstrates flexibility, at all times, in order to ensure a high level of customer service. Excels in the ability to multi-task and prioritize under pressure. Has at least one year of customer service experience. Has familiarity with reception lobby tasks or similar operations that deal mainly with the general public as guests. Takes guest reservations and answer general inquiries--in person, over the phone, and via email--in a professional manner. Is adept with handling cash and processing sales. Demonstrates strong initiative, follow through, while being detail-oriented. Is able to be a self-starter within a fast paced, team environment, adjusting and providing appropriate action when unanticipated needs arise. Is willing to learn and apply new skills. Prior non-profit experience and working with volunteers is beneficial. Knowledge of Japanese American history and culture is a plus. Weekend and some evening hours are required.

Communication: Demonstrates consistently strong customer service skills to external visitors, co-workers, volunteers, consultants, in person, over the phone, and via email. Conveys a friendly and diplomatic demeanor at all times. Projects a positive image as a representative of the Museum. Has excellent communication and negotiation skills. Is able to read, write, and comprehend routine reports and correspondence, including safety rules, operating and maintenance instructions, and procedural manuals. Is able to effectively present information in one-on-one, small group format, and large group format.

Computer: Is computer literate, Internet savvy, and experience with MS Office, Google Calendar, Google Drive, and Altru preferred. Speed, accuracy, and attention to detail are essential.

Math: Is able to calculate figures and amounts such as discounts, interest, proportions, percentages, area, circumference, and volume. Is able to apply concepts of basic algebra and geometry.

Reasoning: Acts on own initiative, making consistently sound decisions. Must be able to comply with institutional policies and procedures. Performs successfully when juggling and re-prioritizing multiple assignments in a fast-paced, changing work environment. Is able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Reliable follow-through on assigned projects in a complete, well-conceived and timely manner.

Physical: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance, and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Environment: The work environment characteristics described here are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

REPORTING RELATIONSHIPS:

Reports to: Supervisor of Visitor Engagement
Positions supervised: None

The Japanese American National Museum reserves the discretion to change this job description at any time.The Japanese American National Museum is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, genetic information, disability, marital status, domestic partner status, or medical condition.

 

 

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