This position reports to the Visitor Services & Accessibility Manager. The position ensures that visitors to the museum enjoy an outstanding customer experience, by motivating and training staff to provide an efficient, friendly atmosphere that welcomes all people.
The Visitor Services Coordinator supervises a team of 10-20 undergraduate students. This position also provides shift supervision to temp casual managers as well as part-time staff. The position works closely with the Visitor Services & Accessibility Manager to develop and implement training for the front-facing customer service staff and is responsible for hiring, performance, and promotion of Visitor Service Assistants and creating a collaborative work environment. They are also responsible for enforcing museum safety and emergency procedures and policies. The position works a Wednesday-Sunday schedule and the majority of the job responsibilities take place in the museum.
We are looking for individuals to join our team who are inspired by our mission to ignite and sustain curiosity for nature and the Universe and achieve our vision of a hopeful future where all are inspired by nature and empowered by science. We believe that difference is a strength and are looking for candidates who reflect and respect diversity. We encourage you to apply for the position even if you do not believe you meet every qualification.
Responsibilities
Visitor Services Assistant Supervision 40%
● Oversee and coordinate the daily operations of the visitor service desk, ticketing office and museum store, working closely with the Visitor Service & Accessibility Manager to maintain consistency across operations.
● Supervise VSA student staff, providing guidance and direct support as needed through ongoing check ins, mentoring and regular feedback. ● Identify problems to create and provide ongoing, as-needed, VSA training beyond the initial training provided.
● Demonstrated ability to work supportively and collaboratively with teammates.
● Provide customer service and sell tickets and memberships to the public.
● Provide support if complications arise or additional staffing is needed during busy hours and events.
● Observe museum operations and note any possible threats to the safety of employees and visitors.
● Use problem solving to correctly identify subsequent steps to ensure safety.
● Greet volunteers and help them feel welcome and valued in the museum.
● Troubleshoot any difficult customer service interactions and follow-up as needed.
Operations Coordination 30%
● Troubleshoot and remedy minor technical issues with exhibits.
● Troubleshoot and remedy minor technical issues with the point-of-sale system.
● Monitor end of the day drawer settlement.
● Ensure the museum’s opening and closing procedures are adhered to.
● Manage the selection of products in assigned categories for the museum store.
● Maintain vendor relationships for the museum store as assigned.
● Design and refresh merchandising displays as directed by the Visitor Services & Accessibility Manager.
● Act as liaison to meet regularly with the Student Employee & Volunteer Coordinator to improve and enhance the volunteer and patron experiences at the museum.
Ticketing Set-up and Coordination 20%
● Attend planning meetings to document changes to the planetarium schedule, museum public days or hours, and special events.
● Pull attendance reports and email lists from the ticketing system.
● Act as liaison to meet regularly with the Membership Manager to improve and enhance the membership purchasing experience at the museum.
Diversity, Equity and Inclusion 10%
● Provide guidance on customer service for our visitors from all backgrounds.
● Create a welcoming and inclusive environment for visitors with limited incomes to participate in the Museums for All admission and Curiosity membership programs.
● Train others on Bell Museum values and goals around equity, access and inclusion and coach student staff in having difficult conversations. ● Serve as a back-up for the accessibility coordinator for the museum, answer emails and inquiries about accommodations at the museum.
● Prioritize institutional values of sustainability, equity and diversity in purchasing goods for resale - seek out and propose vendors and products that elevate women and minority owned businesses, use ethical supply chains, and incorporate ecologically responsible practices.
Qualifications
Essential Qualifications
● High school diploma/GED and four years related experience; training/education may be substituted for some years of experience.
● Minimum two year's experience in customer service with previous experience as a supervisor or shift lead.
● Experience in mentoring, coaching or training staff.
● Experience or training in fostering a positive work environment built on trust and respect.
● Professional or personal experience seeking out and purchasing sustainable products
● Computer experience required.
● Excellent verbal communication skills and a customer-focused approach.
● Lived or learned understanding of inclusive practices and equity.
● Demonstrated ability to communicate effectively with people whose backgrounds differ from one’s own.
● Detail-oriented with ability to organize and prioritize multiple tasks, problem solve, and exercise independent judgment.
Preferred Qualifications
● Previous experience working in museums, nature centers, or similar cultural or visitor-serving organizations or medical clinics.
● Previous experience managing college students or those of a diverse age range, especially in a customer facing role.
● Ability to work in a changing environment remaining positive, proactive, resourceful, efficient and calm.
● Experience working with Audience View or other ticketing/registration systems.
● Experience working with Counter Point or other Point of Sale systems.
Bell Museum
Saint Paul, Ramsey, Minnesota 55113
US
