Visitor Services Assistant, Part-Time

OVERVIEW:  

The part-time Visitor Services (VS) Assistant provides exceptional customer service to constituents of The Children’s Museum of Indianapolis.  The assistant is responsible for greeting, engaging, and providing way-finding assistance as well as facilitating a positive service experience at designated customer touchpoints throughout the museum building and campus.  The incumbent works during public hours, and afterhours events.  The assistant, as part of the front-line services team, upholds the museum’s exceptional customer service standards of safety, courtesy, show, cleanliness, and efficiency.

The Children’s Museum is fiercely devoted to our Diversity, Equity, Accessibility, and Inclusion (DEAI) efforts. Together we are building and sustaining an inclusive culture that encourages, supports, and celebrates differences. 

Reports to: Visitor Services Security Supervisor

ESSENTIAL RESPONSIBILITIES:

1. Provides exceptional service in face-to-face contact with museum visitors. Is trained and adheres to the museum customer service standards in the carrying out of daily post and work assignments. Exhibits a positive professional demeanor.
2. Interacts positively with visitors and responds to questions and concerns. Resolves visitor concerns quickly and tactfully. Responds to visitor needs for first aid and lost children. Remains visible and approachable.
3. Represents the VS team through the execution of job duties and post assignments, such as entry gates, greeting, school arrival, lost and found and equipment rental.
4. Facilitates and controls the operations of the Carousel by emceeing rides and ensuring that all safety standards are maintained with regards to visitors.
5. Assists with ensuring safety and security through observation, the timely reporting of concerns or incidents, providing crowd control, performing emergency assistance, and reuniting lost children and adults.
6. Proactively seeks up-to-date information to remain knowledgeable of museum daily operations and activities, wayfinding, and emergency protocols.
7. Welcomes and orients visitors and proactively promotes daily museum events, programming, and the sale of memberships.
8. Uses software system to record admission tickets and member attendance and conduct sales at equipment rental. Balances cash drawer at assigned locations and strictly follows cash handling procedures. Follows museum defined data entry standards.
9. Demonstrates good judgment in dealing with customer recovery situations. Recognizes and reports visitor trends.
10. Maintains a solid attendance record and adhere to the VS department Standards and Expectations manual.

REQUIREMENTS:

1. One (1) year of proven experience in customer service delivery, preferably in a similar large public venue. Demonstrated proficiency in handling customer service situations and demonstrates good judgement with customer recovery.
2. CPR / AED certification preferred.
3. Must enjoy high energy interactions with diverse audiences and can communicate effectively and in a positive manner, even under high-stress situations.
4. Demonstrated proficiency in basic data entry and admissions software and the ability to handle and reconcile cash.
5. Must be able to work in a fast-paced environment that values diversity and is child-centric.
6. Professionalism, and the capacity to maintain a positive working relationship with a large team of diverse staff and volunteers.
7. Must be able to work weekends, holidays, and evening shifts.

*Special consideration given to those applicants who are multi-lingual.

ADA REQUIREMENTS:

1. Must be able to review daily handouts and email communication. Must be able to interface with computer monitor screen.
2. Must be able to communicate via telephone, one-on-one conversations, and public presentations.
3. Must be able to handle moderate keyboard, a handheld scanner and calculator use for administering ticket sales and moderate paperwork processing.
4. Must be able to stand, walk, and sit for extended periods of time. Must be able to navigate the museum’s building and campus. Must be comfortable working in a loud environment and operate a spinning attraction (carousel) without developing motion sickness.

1. Must be able lift up to 25 lbs.; work outside in all weather conditions and tolerate dust in the indoor environment.