Visitor Services Coordinator

About the Clark:

The Clark is a leading cultural institution and actively seeks employees who are energized and motivated by its dual mission as an art museum and a center for research and higher education, dedicated to advancing and extending the public understanding of art. The Clark’s mission and its geographical location define three essential aspects of its character and identity: the quality of its art, the beauty of its pastoral setting, and the depth of its commitment to the generation of ideas. Clark employees enjoy the opportunity to live and work in the Berkshires of Western Massachusetts, a place of rich natural beauty, a dynamic environment defined by its deep cultural resources, and a region that is growing as both a center of innovation and a major tourist destination.

Position Summary :

This year-round, full-time position includes admissions, membership, box office sales, and various administrative support including visitor and telephone reception. A knowledge of Microsoft Office Suite, Point of Sale systems and ticketing systems is essential. This position serves as a supervisor to year-round and seasonal visitor services staff. This position requires exceptional customer service that is warm, kind, and genuine.

Major Duties and Responsibilities (Essential Functions) :

• Coordinators are responsible for the daily frontline operations at all admission locations, reception, parking lots, shuttle services, and both indoor and outdoor visitor services positions.

• Primary responsibility for admissions desk operation, including ticket sales, information, membership sales, Clark Bloomberg App, box office and retail sales (at Manton Research Center Desk), and all other inquiries.

• Visitor Services Coordinators report to and work closely with the Visitor Services Lead Supervisor to organize all front-line activities from daily operations to training and meetings.

• Coordinators supervise and expedite the daily functions of the admissions and receptions desks, manage brochures, stickers, admissions, orientation booth materials and operation, and front desk supplies inventories.

• Coordinators are keyholders and should be comfortable handling money.

• Coordinators are assigned a specialization based on the department's needs which would fall under one or more of the following categories: visitor feedback, fulfillment, volunteer program, transportation, event assistance, box office sales, and membership.

• Coordinators are expected to attend all staff meetings and social functions and encourage part-time and seasonal staff to do so. These functions are paid.

• Coordinators attend volunteer meetings to serve as a liaison to this group and to forge stronger working relationships.

• Coordinators work to provide support for public program staffing on an as-needed basis and ensures that all Visitor Services staff members are trained in assisting at such events (check-in procedures, box office sales, book sales, etc.)

• Coordinators must be licensed drivers, capable of driving shuttle vehicles, golf carts and operating the accessible shuttle cart.

• Coordinators must know the Clark shuttle bus's operations and be able to assist drivers in loading and unloading passengers.

• Coordinators are responsible for ensuring that all visitor service workstations are clean, well-supplied, and functional.

• Coordinators assist the Lead Supervisor to manage work assignments for year-round and seasonal staff.

• Coordinators maintain and organize the back-of-house storage areas and resources.

• Coordinators must be cheerful, poised, and outgoing with strong interpersonal and communication skills, and embody Clark’s policies and philosophies for excellent visitor engagement.

• Coordinators are able to understand, communicate with, and effectively interact with people across cultures.

• Coordinators are champions of respecting all people and perspectives, both visitors and teammates.

• Coordinators should work well independently and within a team, using a keen eye for detail, excellent problem-solving abilities, commitment to superior customer service, and demonstrate a high level of discretion and confidentiality.

• Coordinators model all the responsibilities and behaviors outlined above to those they supervise to ensure the constant exemplification of these essential functions.

• The Director of Visitor Experience and Lead Supervisor may assign additional duties as required by the department.

  
  

Coordinator Responsibilities: :

Coordinators are the backbone of the Visitor Services department, troubleshooting, training, and supporting where needed. Coordinators are supervisors to part-time and seasonal employees and focus on making sure visitors have the best possible experience, while facilitating their team members with what they need to succeed. There will be multiple coordinators on the team, with each coordinator having specialized responsibilities based on the needs of the department and the individual’s strengths.

The department's needs are in the following categories: visitor feedback, fulfillment, volunteer program, transportation, event assistance, box office sales, and membership.

Each coordinator will specialize in one or more of these areas. :

Visitor feedback: responsibilities include receiving and processing visitor comment cards, keeping the comment forms stocked, responding to email messages and managing feedback reporting and archiving.

Fulfillment :responsibilities include responding to community donation requests and mailing out ticket passes to approved recipients as well as maintaining a tracking system for approved requests.

Volunteer program: responsibilities include scheduling the volunteers for shifts each month, organizing coffee chats (meetings) and exhibition tours with the curators. Planning and implementing the annual volunteer appreciation dinner with guidance from the Director of Visitor Experience.

Transportation: responsibilities include scheduling the drivers, training new drivers on procedures and protocols, scheduling regular driver’s meetings and check-ins, monitoring shuttle vehicle performance and reporting any maintenance needs, monitoring shuttle routes and schedules for optimum performance and rider satisfaction. Monitoring parking capacity and communicating any concerns or improvements with leadership.

Event Assistance and Box Office Sales: responsibilities often overlap. For events the department may be asked to work extra hours, sell tickets, answer phone calls, sell merchandise, or assist the event organizer with line management, crowd control, running microphones, and more.

Membership :responsibilities include proficiency with membership database systems, acting as the point of contact on membership questions at the admission desks, encourage and process new and renewing membership sales, develop expertise in the membership program, maintain regular communication with Advancement, report on membership sales, interactions, and updates. Liase with the membership team to keep membership protocols and procedures up to date for the admissions team.

• Specialization in one area does not mean that coordinators do not assist other coordinators with their responsibilities. This is a team environment that requires holistic stewardship of the department and the Institute.

Hiring Hourly Rate Range: $19.25-21.10

Minimum Qualifications:

Education, Training, and Skills :

• High school education or equivalent required. Associate or bachelor's degree preferred.

• Must have a valid driver’s license and be able to operate golf carts and accessible shuttle.

• Ability to work well independently and within a team, using a keen eye for detail, excellent problem-solving abilities, commitment to superior customer service, and demonstrate a high level of discretion and confidentiality.

  
  

Work Experience :

• 6 months of prior relevant experience required.

• 1-2 years of prior relevant experience preferred.

  
  

Physical Demands and Work Environment :

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Moderate physical exertion required, including the ability to work standing for between four and eight hours a day in all weather conditions and the ability to lift up to 30 pounds occasionally.

• Work Environment: Work will be performed in an office environment, museum spaces, parking lots, and institute grounds. The noise level in the work environment is typically low to moderate.

  
  

Employment at the Clark is contingent on the verification of background information submitted by the applicant.

The Clark is an equal opportunity employer, and is committed to the principles of diversity, equity, inclusion, and accessibility (DEIA). We strongly encourage applications from individuals from all identities and backgrounds.

The Clark provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or transgender status, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation and training.

The Clark considers equivalent combinations of experience and education for certain jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.