Visitor Services Supervisor

Position Title: Visitor Services Supervisor

Department: Admissions
Reports to: Visitor Services Manager
Position Status: Full-Time, Hourly Non-Exempt, At Will

The ICA offers a unique and rewarding work environment for those with an interest in contemporary art and culture. With a rich and ever-evolving calendar of exhibitions, performances, film screenings, and public programs, staff in our visitor services department are part of a dynamic institution that thrives on creativity and community engagement. Located on Boston’s scenic waterfront, working at the ICA provides a beautiful and inspiring setting to connect with visitors from all backgrounds and to play a key role in shaping meaningful, memorable experiences every day. Come join our team.

The Visitor Services Supervisor is integral to providing an enriching ICA experience, through supporting our Visitor Services team, ensuring top-notch service for every visitor, and helping keep our operations running smoothly. Reporting to and working collaboratively with the Visitor Services Manager, this role serves as the onsite supervisor of the Visitor Services team, point-person for customer service as related to the Visitor Services department, assisting with ticketing operations, and contributing to data and sales reporting.

The Visitor Services Supervisor must be available to work evenings, weekends, holidays, and performances/special events. This full-time, hourly position is required to work onsite.

The Visitor Services Supervisor contributes to a culture of collaboration, community, and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

Please note:

• All ICA employees are required to reside in Massachusetts and within commuting distance from our Seaport location as of the first day of work.

Responsibilities:

Supervisory

• Supervise and support the Visitor Services staff during daily operations
• Ensure assigned tasks are completed and guidelines and protocol are being followed at all times, as set forth by the Visitor Services Manager
• Act as the onsite point-person for customer service within the Visitor Services department
• Help with hiring, training, and onboarding team members
• Provide in-the-moment coaching and supervision for the Visitor Services team
• Assist Visitor Services Manager with scheduling, shift coverage, and team communication
• Assist the Visitor Services Manager in planning and presenting at regular Visitor Services staff meetings; assist in ensuring staff are knowledgeable on and following institutional policies and procedures and participating in organizational meetings, trainings, and events
• Regularly meet with Visitor Services Manager to provide feedback on staff performance and attendance
• Assist Visitor Services Manager in the management of admissions, box office, and visitor flow during busy times
• Manage daily cash deposits
• Manage inventory and distribution of printed materials at the Visitor Services desk
• Assist with administrative duties and special projects as directed by the Visitor Services Manager
• Share visitor feedback and staff performance insights with leadership

Customer Service

• Ensure Visitor Services staff is adhering to the ICA’s Quality of Service Training by acting as a resource on best practices and providing ongoing coaching and guidance to staff
• Maintain current knowledge of exhibitions, events, and programs
• Support crowd control and ensure safety in collaboration with security and gallery staff

Tessitura Support

• Maintain Tessitura performance builds for regular and recurring events and performances as directed by the Visitor Services Manager
• Assist Visitor Services Manager with TNEW maintenance as directed by the Visitor Services Manager
• Process library memberships as assigned
• Troubleshoot technical issues with Tessitura in the moment

Membership Support

• Provide support to the Visitor Services team for onsite membership sales
• Act as a resource for Visitor Services team for questions or issues regarding onsite memberships
• Assist the Membership department with administrative support and data entry as needed
• Collaborate with the Membership department and Visitor Services Manager on training the Visitor Services team in membership operations

Qualifications

• Experience in team supervision and customer service
• Excellent communication skills and demonstrated ability to lead and influence team members, fostering collaboration and achieving common goals
• Possess the ability to remain calm under pressure, use good judgement, and respond effectively to visitor and staff concerns
• Comfort with technology and ticketing systems (Tessitura experience a plus)
• Ability to work a flexible schedule including evenings, weekends, and occasional holidays
• Must be reliable, punctual, honest, with a team player attitude
• Ability to work collegially, professionally, and collaboratively with a diverse group of constituents including staff, visitors, and vendors

Physical Requirements:

• Prolonged periods of remaining stationary working on a computer
• Ability to move about in the office to access files, printers, etc.
• Ability to lift up to 15 pounds, pushing and pulling, keyboarding and gripping
• Must be able to exchange accurate information with visitors, staff, departments, and vendors.
• Ability to see, listen, and talk for extended periods in person, over the telephone and computer, and understand printed materials

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.

Starting Rate: $21.50 per hour
Starting compensation is based on meeting minimum qualifications.

ICA Compensation

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge. The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties.

Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.

Hot to Apply:

Interested candidates should send a resume and letter of interest to jobs@icaboston.org and bthurston@icaboston.org. When applying, please include “Visitor Services Supervisor” in the subject line.

The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation (Red and Silver Line).

Other Locations:

• Seaport Studio

100 Pier 4 Blvd, Second Floor
Boston, MA 02210

• ICA Watershed

256 Marginal Street
Boston, MA 02128

The ICA values building a pluralistic workforce to foster a culture of collaboration, community and respect. We are committed to hiring talented, creative and qualified candidates from all backgrounds.

As an Equal Opportunity Employer, the ICA is committed to being a diverse and inclusive workplace. We are dedicated to fair employment practices for all individuals, adhering to all non-discrimination laws. The ICA is committed to providing access and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.

To request reasonable accommodation (as defined by the ADA) to participate in the job application or interview process, contact HR-EOE@icaboston.org or 617-478-3171.

Job Type: Full-time

Pay: $21.50 per hour

Benefits:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Holidays
• Monday to Friday
• Weekends as needed

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Boston, MA 02210 (Required)

Work Location: In person

Salary : $22