Lead Visitor Services Associate

Title: Lead Visitor Services Associate

State Role Title: PR & Mktg Spec I

Hiring Range: $14.89

Pay Band: 2

Agency: Virginia Museum of Fine Arts

Location: MAIN MUSEUM

Agency Website: https://vmfa.museum/

Recruitment Type: Agency Employee Only - A

**This position is only open to current VMFA employees**

The Virginia Museum of Fine Arts (VMFA) is seeking experienced, leadership-minded individuals to join the Visitor Services Department as Lead Visitor Services Associates.

VMFA is an inclusive workplace that values teamwork and professionalism. We offer flexible scheduling with operating hours during the daytime, evenings, and on weekends. All VMFA staff enjoy free admission to special exhibitions, previews of special exhibitions, employee pricing for select museum programs and classes, and discounts at Amuse, Best Café and the VMFA Shop.

This is a part time, non-exempt position with no benefits. This position works varied shifts during VMFA’s public hours. VMFA is open 7 days a week from 10 am-5 pm with evening hours until 9 pm on Wednesday through Friday. Evening and weekend availability is required.

Job Duties

Lead Visitor Services Associates support the museum’s goal of creating a positive experience for all visitors through providing excellent customer service at the Visitor Services Desk, Membership Desk, and over the telephone. Lead Associates model excellent customer service and best practices and serve in a supervisory capacity in absence of Supervisors or Manager, including handling customer service issues and opening and closing shifts as needed.

Selling tickets for exhibitions and programs, registering students for classes, selling memberships, gathering visitor feedback, and responding to inquiries in person, over the telephone or via email.

Assist members with joins, renewals, card requests, and account updates; share issues and requests with Membership and Advancement Services.

Answer Visitor Services and Membership phone lines and complete transactions, answer questions, and direct calls as needed.

Assist with training of new associates by participating in training and orientation sessions and shadowing with new associates at the desk.

Serve as team lead at the desks by: Scheduling and providing breaks for associates, monitoring staffing and visitor levels and adjusting or requesting assistance as needed, assisting associates with troubleshooting any technology problems, and assisting associates with customer service issues.

Open and close shifts as needed.

Minimum Qualifications

Outstanding interpersonal and oral communication skills, and the ability to handle a wide range of customer service issues and work courteously with museum staff and the general public.

Strong leadership and organization skills, and the ability to resolve problems in a timely manner.

Experience in point of sale systems, including processing transactions, updating customer records, and submitting accurate deposits.

Associates must be able to do moderate lifting (under 10 lbs); traverse the museum; operate a computer with mouse, keyboard, and barcode scanner; and communicate with staff and visitors in person and via telephone with reasonable accommodations.

Additional Considerations

Prior experience in a team lead or supervisory capacity in a museum, retail, or hospitality environment.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Online applications will be accepted until 11:55 PM on February 23, 2025.

Please contact the HR office at (804) 340-1485 if you need assistance. Virginia Museum of Fine Arts is an EEO/AA, Virginia Values Veterans (V3) Certified Employer.

Special Requirements:

Selected candidates must pass a criminal history background check

Contact Information

Name: Human Resource Services

Phone: Please Email

Email: recruitment@vmfa.museum

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.