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This is a union position.
The Visitor Services Associate is responsible for greeting individuals and groups at the Carnegie Museums of Art and Natural History: Perform admission transactions using a computerized ticketing system; sell memberships; provide information concerning the facilities and exhibitions; cover central Oakland switchboard; oversee coat check; monitor lunchroom for school groups; take responsibility for each visitor’s experience by meeting and, where possible, exceeding visitor expectations. Perform transactions at parking booth as visitors enter and exit; provide on-foot traffic direction and parking assistance; maintain real-time inventory of available parking spaces. Fulfill visitor accommodation requests, including sighted guide, limited ASL assistance, and providing wheelchairs.
Responsibilities
PRINCIPAL ACCOUNTABILITIES:
Takes responsibility for acquiring, through meetings, on-going training, and individual initiative, all information, product knowledge and interpersonal and communication skill development necessary for successful performance in a front-line staff position.
Attends training and demonstrates competency in accessibility-related customer service, including sighted guide, best practices for transactions, and limited, useful ASL communication.
Attends emergency preparedness training and demonstrates understanding of Oakland emergency procedures.
Communicates with the public in a courteous and sensitive manner, projecting a positive and professional image of Carnegie Museums of Pittsburgh.
Welcomes visitors at parking lot entrance, conducts parking transactions and offers verbal assistance.
Helps to direct traffic when needed.
Maintains the real-time inventory of available spaces.
Deploys “lot full” and parking restriction signage, reserves parking spaces as needed.
Provides all requested information and assistance to visitors and acts to resolve their special requests, problems or concerns to achieve mutual satisfaction.
Cooperates as a front-line team with all staff to provide seamless customer service.
Demonstrates respect and dignity to co-workers and visitors.
Acts in a proactive manner to maintain a safe environment and notifies all appropriate personnel regarding safety hazards and concerns.
Explains admission policies and operates the Ticketing and Reservation System to receive group and individual admissions. Is responsible for the accuracy of the admissions monies.
Counts and signs for correct amounts of money needed for cash operating funds.
Conducts a double count of cash operating funds with Admissions Manager or appointed Visitor Services supervisor at the end of the day and balances the daily batch.
Presents membership offers to every visitor.
Completes transaction as needed.
Provides onsite support for members with concerns or requests.
Acts as greeter to proactively welcomes visitor to the museums and direct visitors to admission desks.
Answers questions; provides assistance; and offers suggestions to enhance the visitor experience.
Greets school groups and assists in the delivery of coats and lunches to the coatroom.
Monitors Lunchroom to keep groups on schedule.
Keeps admission desk in a clean and orderly manner.
Performs operator-level maintenance on TRS, including changing printer tapes.
Keeps necessary forms and materials stocked.
Performs shift coverage of primary Oakland switchboard.
Performs other duties as assigned.
Requirements
EDUCATION AND EXPERIENCE:
High school diploma or equivalent required.
Previous experience, minimum of one year, in retail or other public contact employment; cash handling experience preferred.
KNOWLEDGE, SKILLS, & ABILITIES:
Must have excellent customer service and communication skills.
Must have basic computer skills and ability to be trained on Siriusware ticketing system.
Must be able to handle cash and credit card transactions and balance cash drawer.
Weekend and evening hours required.
PHYSICAL REQUIREMENTS:
Job requires considerable walking and standing for long periods of time. movement throughout the Museums.
Must have manual dexterity to operate computer and to manually fill out forms.