JOB TITLE: Visitor Experience Associate II

　　DEPARTMENT: Visitor Experience

　　REPORTS TO: Supervisor, Visitor Experience

　　CLASSIFICATION: Full-Time, Non-Exempt

　　REMOTE WORK ELIGIBILITY: Museum-Based

　　AVAILABLE SCHEDULES: 35-Hour, 21-Hour

　　GENERAL SUMMARY

　　Under the supervision of the Supervisor and Manager, Visitor Experience, the Visitor Experience Associate II demonstrates an understanding of the customer service processes, service standards and interpersonal skills necessary to consistently create an exceptional visitor experience. The Visitor Experience Associate II is responsible for floor management, devices, visitor information and signage, coat check, concierge, third party event support, admissions, sales, and call center.

　　ESSENTIAL FUNCTIONS

　　Execute s all aspects of the visitor admission process, including cash handling and selling, renewing and upgrading museum memberships.  

　　Performs all Call Center duties including events and programming support, reservations, and selling tickets to special events.

　　Maintains knowledge of all museum daily and future events and activities to provide support to internal and external inquiries.   

　　Maintains knowledge of museum and department important information by attending daily stand-up meetings, department meetings, and All Team meetings, both in-person and virtual.

　　Proactively addresses members and individual guests' inquiries and concerns.

　　Maintains confidential and accurate records of all financial transactions .

　　Utilizes specialized databases and software systems.

　　Provides complimentary guest services including wheelchairs, storage of backpacks, bags, coat check, etc.

　　Contributes actively to a warm and friendly atmosphere by greeting visitors and provides general information and direction throughout the visit.

　　Directs visitors and groups to maintain crowd control and monitors exhibition traffic flow to maintain a positive visitor experience.

　　Completes equipment set-up and fulfils signage requests for museum programs.

　　Stocks museum maps, brochures, and other literature in the museum lobbies and in various galleries and literature kiosks.

　　Performs tasks associated with supporting the museum experience during a special exhibition (i.e. audio guide distribution, ticket handling)

　　Apply DIA values to interactions to support a culture of belonging among internal and external stakeholders.

　　Perform other duties as assigned.  

　　QUALIFICATIONS

　　EDUCATION AND EXPERIENCE

　　High school diploma or equivalent required. Two (2) years of experience in sales or customer service, cash handling, and/or call center required.

　　KNOWLEDGE, SKILLS, AND ABILITIES

　　Demonstrated collaboration skills to work across departments and divisions internally and with diverse stakeholders externally.

　　Demonstrated ability to speak publicly, including presenting or sharing information in a clear, effective, and engaging manner suited to the audience.

　　Demonstrated skills to prioritize and complete multiple tasks to meet deadlines and goals.

　　Ability to calmly and professionally deescalate challenging situations with visitors.

　　Ability to identify challenges and opportunities, engage others in their resolution, and recommend appropriate course of action.

　　Demonstrated ability to provide strong customer service.

　　Demonstrated ability to work with attention to detail and produce accurate results.

　　Demonstrated flexibility and adaptability to changes in priorities based on operational need.

　　Ability to work regular weekend, evening, and holiday hours.

　　Must be proficient in latest version of Microsoft Office 365.

　　Must have proficiency in the use of remote work technology such as scheduling with, connecting to, and using digital collaboration platforms such as Microsoft Teams.

　　Must be able to establish and maintain professional, productive and courteous interactions that promote positive teamwork. This encompasses going beyond giving and receiving instructions and includes but is not limited to (a) performing work activities requiring interacting or speaking with others; and (b) responding appropriately to constructive feedback or suggestions for improvement from a supervisor.

　　PHYSICAL DEMANDS

　　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. Upon receiving notice, reasonable accommodations may be made, if possible, to enable individuals with disabilities to perform the essential functions.

　　Must be able to work under varied conditions including stationed behind a desk for long periods of time and walking and/or standing for the entire shift based on assignment. Lifting up to 25 pounds, reaching across a counter, handling, and grasping with repetitive motions are required. Must be comfortable with frequent noise while staying focused and productive. While performing the duties of this job, the employee is regularly required to communicate and exchange accurate information using various methods including in-person, telephone and email.

　　This job description describes the general nature of the duties and requirements of this job. It is not intended to be an exhaustive list or to limit the supervisor’s ability to modify work assignments as appropriate.

　　THE DETROIT INSTITUTE OF ARTS IS AN EQUAL OPPORTUNITY EMPLOYER.