Job Information
Museum of Science Support Associate -102 in 1 Science Park, Massachusetts
Support Associate- #106
Museum of Science, Boston
www.mos.org
Innovation and creativity come from the unique perspectives of a diverse staff. We value your perspective.
SUMMARY STATEMENT: Support Associates are indispensable team members who are fully cross-trained to be part of the Museum's proactive sales team for tickets, memberships, and other priorities. Support Associates are also part of the operations team providing welcoming guest service while conducting admission and/or operational duties in several key, high-profile areas of the Museum including the Exhibit Halls entry, Mugar Omni Theater, 4D Theater, Butterfly Garden, coatroom, school group check-in and logistics, Information Desk and special exhibits. Support Associates also apply their versatile skills and broad-ranging knowledge of Visitor Services duties and procedures to assist the supervisory team in the smooth running of the department conducting cash outs, coordinating break schedules, assisting with training, and providing assistance to resolve more advanced customer service issues. Support Associates maintain a high degree of proficiency in systems, venue procedures, equipment, and business practices to support the Visitor Services team and provide a great experience to Museum of Science guests.
RESPONSIBILITIES:
Perform all of the duties associated with the Sales Representative including selling tickets, memberships, and other products to meet sales goals for priorities such as memberships, automatic membership renewal enrollment, and additional venues and offerings. Make proactive suggestions to guests and members to increase visitor/member engagement, boost revenue for the Museum, and create the best possible experience for guests Provide excellent service to our guests and provide accurate information and helpful assistance in a courteous, upbeat, and welcoming manner. Listen to, and address the needs of guests, and resolve service issues promptly and helpfully, seeking assistance from co-workers and supervisors as needed. Serve as a positive representative of the Visitor Services Department and the Museum taking responsibility to ensure an excellent experience for all guests.
Perform all of the duties associated with the Operations Representative including Operating the 4-D Theater and Omni Theater front-of-house to ensure a quality experience for guests, and ensure safety, cleanliness, and equipment longevity. Control access to venues including Exhibit Halls, 4D theater, Omni Theater, Butterfly Garden, coatroom, and Special Exhibits, scanning and/or checking tickets and memberships at entrances, maintaining accurate counts to control capacity as required. Enforce related policies and procedures to protect the Museum, our guests, and their experience. Meet and greet schools to prepare them for their day. Confirm numbers of guests for payment processing; provide information and impart policies, rules, and special instructions; collect, organize, and secure belongings to ensure a smooth, efficient, and welcoming school group visit. Ensure all communications and work consistently meet our service promise to deliver a welcoming, comfortable, world-class, Museum experience, in every way, every day.
Support and assist departmental Supervisors and management team by creating the daily coverage schedule, assisting with cash outs, while upholding revenue control policies and procedures, creating training tools, and conducting training sessions. Providing positive support for Visitor Services staff identifying, recognizing staff success, and troubleshooting while resolving escalated customer service issues as necessary in all locations to ensure the successful operation of the department. Work in tandem with the Supervisors and Managers to engage, support, motivate, and mentor staff to meet sales goals and the overall success of the department's operations.
Maintain a high degree of proficiency in the operation of the Museum's CRM/ticketing system as well as other systems, equipment, and all related business processes and procedures to provide training and troubleshooting for other departmental staff.
Provide coverage as needed at the Information Desk, ensuring a high level of guest service while maintaining knowledge of amenities as well as business and safety/emergency protocols and procedures.
Perform other work-related duties as required by the Manager. WORK SCHEDULE: Tuesday - Saturday 8:30 am to 5 pm
REPORTS TO:
Manager, Visitor Services & Venue Operations
MINIMUM QUALIFICATIONS:
Education: High school diploma or equivalent
Experience: 1.5 or more years of sales and/or customer service experience.
Demonstrated customer service and communication skills.
Demonstrated ability to match guest interest to Museum offerings and effectively up-sell additional offerings to meet sales goals.
Demonstrated attention to detail.
Proven experience juggling many tasks calmly and efficiently in a fast-paced setting.
Proven success working independently.
Basic math skills sufficient to collect payment and make accurate changes on transactions, compare costs of guest purchase options or keep accurate capacity counts.
Math skills are sufficient to collect payment and make accurate changes on transactions, compare costs of guest purchase options, keep accurate capacity counts, conduct customer service on complex transactions, and accurately complete and troubleshoot cashouts.
Proven ability to maintain accuracy in cash handling.
STARTING SALARY:
Non-Exempt (Hourly)- $23.42/ hourly
BENEFITS:
Benefits for full-time, non-exempt (hourly) staff include: free parking, T accessibility, commuter spending account, 15 vacation days, 12 holidays, 10 sick days, medical, dental, and vision insurance, short- and long-term disability, life insurance, retirement and savings plan, health care/dependent care flex spending plan, a Museum membership, employee discounts, employee referral program, tuition assistance, professional development, direct deposit, free admission, free Duck Tours, discounted movie passes, and much more!
VACCINATION POLICY:
Staff, interns, and volunteers will be required to show proof that they are fully vaccinated against COVID-19 as a condition of employment. The Museum will consider an exemption from the vaccine requirement if they are unable to get vaccinated due to a qualifying medical disability or a sincerely held religious objection. The Museum is not required to provide an accommodation or exemption from the vaccine requirement if doing so would pose a direct threat to others in the workplace or would create an undue hardship for the Museum.
The Museum of Science is fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to their race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.
No phone inquiries, please. Qualified applicants will be contacted within two to four weeks of initial application.