Position Overview:
Under the direction of the MVS Admission Managers, act as the first point of contact on the floor responding to customer service issues, and providing supervisory support to frontline MVS staff. Work with Admission Managers to oversee daily operations; responsible for ensuring all staff are at their scheduled post, visitor focused, and embodying the MFA's institutional values. Attend shift briefings to relay important information including programming, gallery closures, and ticket policies to MVS staff. Assist with the training, coaching, and evaluation of all MVS Representatives; document and report any necessary corrective actions taken or needed with staff to ensure highest standards for customer service.
Essential Functions:
Act as point person at entrances and Special Exhibitions to assist MVS Representatives with immediate customer service, membership and ticketing issues. Responsible for supporting Admission Managers with executing the daily staffing schedule to ensure MVS staff are on post and adhering to department policy and procedures, scheduled breaks are on time and the daily operation is best supported. Support the Member and Visitor Services day-to-day operations including making adjustments as necessary. Coach staff in the moment and follow-up with Admission Managers about action taken and any further skills development necessary.
Duties include:

• Set the example for warm and engaging customer service and provide support for all frontline staff and visitors. Serve as the first response to resolve customer service and ticketing issues. Triage escalations to managers as necessary.
• Supervise daily operations including opening and closing procedures when needed, visitor support, line management, and equipment maintenance.
• Gain working knowledge of the collective bargaining agreement and assure compliance.
• Ensure all MVS Representative staff adhere to department policies and procedures
• Assist in staff evaluations, trainings and coaching sessions for MVS Representative staff
• With guidance from Admissions and House Manager, approve order adjustments, exchange of tickets, refunds and reprints
• Engage with visitors while providing line management indoors and outdoors and monitoring lobby capacities.
• Listen to and resolve visitor questions and issues. Escalate to an Admission Manager when necessary.
• Assist with the execution of special programming as needed.
• Communicate clearly and effectively in both verbal and written communication to inform managers of any visitor comments, compliments or concerns.
• Perform other duties as required

Requirements and Characteristics:
3 years supervising staff in a fast-paced customer service role
Excellent customer service and diplomacy skills with ability to interact with a diverse audience, in terms of age, economic status, and cultural background
Must be committed to the Museum's commitment and values related to Inclusion, Diversity, Equity, and Accessibility (IDEA) and to ensuring an optimal visitor experience
Demonstrated ability to oversee complex daily staffing schedules
Experience coaching and evaluating staff in a customer service role
Proven ability to remain calm in high-stress customer service interactions to arrive at appropriate solutions
Excellent written and verbal communication skills with strict attention to detail
Strong technical computer skills and experience with ticketing systems. Tessitura experience a plus.
Experience managing large crowds and lines
Demonstrated ability to work both independently and as a team.
Cash handling experience, ability to learn and apply new technologies.
Must be able to work a schedule, which includes weekends, some evenings and holidays.
Able to stand for extended periods of time and work outside in all weather.
The Museum reserves the right to change job descriptions. While this job description is intended to include essential duties, it is conceivable that job duties may change before the job description is officially revised.
Salary Range and Schedule
Full-Time Salary, 35 hours per week
1 year term position
$55,000 - $57,000
The MFA is an equal opportunity employer. The community and audience we serve is diverse, and we wish to foster that diversity in our workplace. Toward that end, the MFA does not discriminate against individuals in hiring, employment or promotion on the basis of race, religion, color, sex/gender, gender identity and gender expression, age, marital status, national origin, sexual orientation, citizenship, handicap or disability, veteran or military status, political belief, pregnancy, genetic information or any other characteristic protected by law.