Visitor Services Coordinator

Description

About the Senator John Heinz History Center

The Senator John Heinz History Center is a Smithsonian-affiliated museum and a first-day Pittsburgh attraction that presents compelling stories from American history with a Western Pennsylvania connection, all in an interactive and engaging environment for visitors of all ages.  The largest history museum in Pennsylvania, the AAM-accredited History Center attracts large and diverse audiences to its 370,000-square-foot facility in Pittsburgh’s historic Strip District that includes six floors of long-term and changing exhibition space along with spectacular spaces for special events.

The History Center’s family of museums includes the Western Pennsylvania Sports Museum, a dynamic museum-within-a-museum; the Fort Pitt Museum in Point State Park; and Meadowcroft Rockshelter and Historic Village, a National Historic Landmark located in Avella, Washington County, Pa. The History Center also leads a partnership of more than 125 regional historical societies, museums, and organizations dedicated to preserving local history – the History Center Affiliates Program.

A popular destination for families and visitors to our region, the History Center attracts more than 300,000 visitors annually and reaches millions through virtual programs and digital outreach. The History Center was recently recognized as America’s #1 History Museum by USA TODAY and “Pittsburgh’s Best Museum” by Pittsburgh Magazine.

About the position: 

The Heinz History Center is currently seeking a full-time Visitor Services Coordinator. The Visitor Services Coordinator oversees the daily schedule of activities for the History Center front-of-house under the direction of the Director of Museum Stores & Visitor Services in cooperation with the Assistant Director of Visitor Services and the other Visitor Services Coordinator. The Coordinator is responsible for ensuring efficient frontline operations and exceptional customer service in all aspects of visitors services including group tour reservations, admissions, the museum store, online store/internet sales, the café, membership, accessibility, visitor information, wholesale operations, the forthcoming Visit PITTSBURGH Welcome Center, frontline staff management and training of new Visitor Service Associates (VSAs). As a key member of the Visitor Services department, the Coordinator helps ensure a seamless visitor experience and serves as the primary point of contact for the daily team of Visitor Services Associates.

Additionally, the Coordinator will function as the daily “site manager” for frontline operations, generate sales, design, and implement merchandise displays/signage, track and organize inventory, participate in spot check inventories and annual physical inventories at all three of our Museum locations (History Center, Fort Pitt, Meadowcroft), respond professionally to visitor concerns/complaints, and help the department achieve its long-term strategic goals.

This is a full-time, salary /non- exempt position reporting to the Director of Museum Stores & Visitor Services.

The primary responsibilities of the Visitor Services Coordinator include:

• Work in conjunction with Visitor Services Coordinator, Assistant Director of Visitor Services, and Director of Museum Stores & Visitor Services to coordinate all incoming adult group tour reservations, from the initial contact through the booking process to the eventual onsite visit and collaborate with Learning Team on K-12 educational programming and docent-guided tours.
• Coordinate closely with the History Center Security Team, as well as Facilities Team to ensure a safe and fulfilling visitor experience for individuals and groups alike.
• Serve as the primary point-of-contact for the daily frontline team, including crowd management, covering open VSA shifts, supporting the work of the VSAs on the floor, and resolving any customer service issues.
• Promote and facilitate special member programming, promotions, and on-site membership sales in conjunction with the Development Department.
• In conjunction with the Assistant Director of Visitor Services, oversee all aspects of daily frontline operations to ensure a streamlined, safe, and enjoyable visitor experience.
• Assist with incoming merchandise shipments, inventory tracking, inventory organization, and visual merchandising.
• Assist in café operations.

Why Work at the History Center?

• Rewarding, mission-driven work that makes an impact in the community!
• Smithsonian-affiliated museum located in Pittsburgh’s vibrant and historic Strip District
• Voted the #1 history museum in the nation by USA Today
• Voted Best Museum in Pittsburgh by Pittsburgh Magazine
• Highly professional, collegial staff and dedicated volunteers
• Located in Pittsburgh, one of America’s “most livable” cities
• Dynamic workplace in Pittsburgh’s historic Strip District
• Flexible work schedule, including potential for hybrid work
• Full benefits package, including medical, dental, and vision insurance
• Flexible Spending Account (FSA) options
• 403(B) retirement plan with employer match
• Paid time off (vacation, personal, and sick days)
• Nine (9) paid holidays
• Company paid life insurance / LTD
• Wellness and Employee Assistance Program
• Discounts in the Museum Shop and Café
• Public transportation and parking options nearby

Qualifications

The successful candidate must have the following credentials:
•    High School Diploma or equivalent. 
•    One-year experience in Customer Service, Retail or Museum Setting
•    Must be willing and able to work weekends and occasional evenings.
The following credentials are preferred:
•    Serv Save Food Safety Management Certification 
•    Experience using TAM or other point-of-sale software 

The History Center is an Equal Opportunity Employer. The History Center celebrates diversity and is committed to treating all applicants & employees fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity or any other classification protected by law.