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Senior Visitor Experience Associate [Cooper Hewitt, Smithsonian Design Museum]

Posted by Tegan Kehoe on August 10, 1974 in job announcements |

Posted August 6, 2014.

Cooper Hewitt seeks a Senior Visitor Experience Associate to join the new Cooper Hewitt opening Friday, 12 December 2014. The museum will boast 60 percent more gallery space to present its important collection and temporary exhibitions and will offer an entirely new and invigorated visitor experience, with interactive, immersive creative technologies such as the Interactive Pen. The Senior VEA encourages and ensures that Visitor Experience Associates (VEAs) team effectively encourages all visitors & members to use the Pen. The Pen is the key to the museum, allowing the visitor to digitally collect objects and interact with various exhibits. VEAs will be passionate about the new visitor-centered mission of the museum as well as design and digital technology. This is exciting and historical moment to be a part of the new Cooper Hewitt.

Duties & Responsibilities:
Leads a team of ambassadors, to provide a welcoming, personalized experience for all visitors, members and encourage them to participate and enjoy Cooper Hewitt programs and services in an inclusive design environment. Also serves as VEA when other team members are on break and on leave or as needed.
Ensures all VEAs have an opportunity to work at all VE work stations including ticketing/admissions, interactive stations, coat check, garden entrance and other central stations identified and changed depending on the needs of the museum that day. May determine where each VEA works each day in collaboration with the Head of Visitor Experience.
Leads the team of VEAs to coordinate the successful use of the members’ benefits that retains and keeps this constituency loyal and involved. Opportunity to increase membership enrollment by offering visitors membership information.
Participates in regular briefings to stay informed of all events and exhibitions. Demonstrates enthusiasm for design and technology, and maintains knowledge of museum content and exhibitions. Participates in a culture where the visitor comes first.
Oversees the day to day responsibility for cash drawers and cash handling. Ensures VEAs utilize all cash control policies and procedures implemented by Head of Visitor Experience and the Director of Operations. Participates and oversees all aspects of end-of-day revenue reconciliation and including gathering attendance and admissions information from all sources to create the daily report.
Trains and develops VEAs to have a high level of proficiency with the POS system for admissions and ticketing as well as all digital and interactive devices used by museum visitors.
Works with the VEA team in handling visitors concerns, comments, and complaints in a highly respectful and diplomatic manner.
Manages visitor helpdesk/enquiry system.
Additional duties as required.

Qualification Requirements:
Two years or more working in Visitor Services and/or Customer Service in a lead or supervisory role.
Experience leading, mentoring and contributing to a positive working environment to help fellow team members.
Experience working with the general public in art, design, museum education, theater or business/hospitality administration preferred.
A working knowledge and strong interest in digital technology.
Strong leadership and interpersonal skills with the ability to communicate effectively and diplomatically with the general public and talent at resolving complaints quickly and effectively. Overall interest in helping people is a must.
Demonstrated experience training and using MS Office products, including Word, Excel, Outlook, PowerPoint, Project and other related software applications.
Experience using and training others with a Tessitura ticketing system, or similar complex CRM ticketing system. Comfortable working with cash and collecting payment.

Bi-lingual is highly preferred.
Passion and love of arts and design is highly appreciated.
Additional Requirements:

• Must be able to work a flexible schedule to include weekends, holidays, and special events with limited notice.
• Comfortable leading/training/mentoring teams
• Punctuality is a must for this position.
• Start date is Monday, 20 October 2014
• Background investigation is required
• Must be eligible to work in the United States

Salary: $35,000 (full-time position)

Comprehensive Benefits
Premium Pay+Night Pay+Holiday Pay (if working overtime/holidays and or evening hours beyond 6pm)
TIAA-CREF: Earn up to 12% free contributions once eligible
Pre-Tax Annuity (Tax Deferred): Contribute pre-tax earnings
FREE Life Insurance
Health Insurance (Carefirst-Blue Cross Blue Shield)
Dental (Delta Dental)
Vision Care (Vision Service Care)
Flexible Spending Accounts
FREE Commuter Benefits (up to $130 per month free computer costs paid for)
Commuter Bicycle Reimbursement Program
Annual Leave
Sick Leave
Family Friendly Leave
Family Friendly Workplace
Telework
Historic and landmark museum, offices and garden
FREE 92Y Fitness Center
Amazing Employee Discounts
FREE Entrance to Museums and Galleries (New York)
Research/Design Library
FREE Employee Assistance Program/Counseling
FREE Health Screenings
FREE Flu Vaccine (onsite)

Application Instructions
Please submit cover letter and resume (addressing qualification requirements) to HRseniorVEA@si.edu.

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