Visitor Experience Associate at International African American Museum – Charleston, South Carolina

Job Summary

The Visitor Experience Associate carries out the daily on-site operations of the International African American Museum (IAAM) and provides a safe, informative, and meaningful visitor experience. They enhance the Museum experience by facilitating the sale of tickets and entry into the Museum, engaging and interacting with visitors both within the Museum and in the African Ancestors Memorial Garden, and providing exceptional customer service.

ESSENTIAL DUTIES

• Provides an enriching and excellent guest experience to all guests
• Attentive to guests’ needs and aware of surroundings when in the Museum
• Acts as point of contact and accurately answers visitor questions, concerns, and complaints
• Assists in the management of visitor flow within the admissions queues, the Museum, and in the African Ancestors Memorial Garden
• Accurately operates the POS system and its functions
• Ensures accuracy when handling cash to avoid overages and shortages
• Communicates timely any POS errors that came up during a transaction
• Ensures proper care of all IAAM Museum Store property
• Assists with operation of IAAM café including sales and preparation
• Works both indoor and outdoor locations
• Assists with special event coordination including set-up and tear down
• Provides support to other departments as needed
• Adheres to company policies and procedures, standards and practices, regulatory compliance, and company directives including dress code and attendance.

Experience and Qualifications:

• Any combination of education, training, and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job
• Visitor service experience in a Museum, theme park, attraction, or similar venue preferred
• Exemplary customer service skills, including service recovery and crowd preferred
• Experience operating point-of-sale, ticketing, and reservations systems preferred
• Customer service experience required
• Must be able to work effectively with the general public, IAAM staff and volunteers and consistently provide excellent and courteous customer service in person and via email and phone
• Strong listening, verbal and written communication skills are essential
• Appropriate computer and typing skills including experience with Microsoft Office software required
• Ability to manage multiple tasks
• Must be dependable and have reliable transportation
• Must be a team player, problem solver, and organizer
• Must be customer focused
• Fluency in a language other than English a plus
• Adheres to company policies and procedures, standards and practices, regulatory compliance, and company directives including dress code and attendance

Physical Requirements:

• The ability to work extended hours during a mentally and physically demanding events schedule while remaining flexible, calm, positive, and professional.
• Ability to deal with and resolve problems while remaining flexible.
• Must be service-oriented and adaptable to change
• Ability to be present and move about public areas and/or to perform laborious functions for extended periods without access to rest furniture; ability to recognize notifications from life safety and other alerting and alarm systems; ability to transport and relocate items up to 25 pounds.
• Must be able to endure standing for long periods, walking around the building and climbing stairs
• Position requires working shifts both indoor and outdoor, as well as work in and around the grounds of the museum.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.