Member Services Associate
Member Services Director
The Museum of Wisconsin Art’s (MOWA) philosophy is everyone’s a member. The Member Services Associate provides a welcoming and friendly introduction to the overall museum experience by engaging visitors and members with a gracious, helpful attitude to deliver a remarkable experience. Services include providing assistance and general information about the museum, exhibitions, programs, and membership both in-person and over the phone. Primary functions include the sale of memberships, processing group tours and studio programs, and supporting other museum departments. As the face of the museum, enthusiasm for the MOWA mission is essential for individuals in this role to deliver value and quality to the member experience.
Essential Job Functions
- Represents MOWA with a high level of integrity and professionalism, adheres to policies, maintains confidentiality, and supports decisions or directives in a positive and professional manner.
- Delivers services at the main entrance Member Services Desk by greeting, orienting, and offering assistance to all visitors, members, guests, and staff. Communicates the museum’s activities, provides information about galleries, promotes museum programs, gives direction to museum amenities, and serves as a resource for community, local or regional services and attractions.
- Uses point of sale to track attendance, sell memberships, process tour and studio fees, and other museum related transactions. Handles cash and all other tender types, balances to zero at end of shift, and completes related paperwork accurately.
- Answers museum central line telephone promptly, responds to inquiries courteously providing general information or directions, and directs callers to appropriate museum staff. May take messages for staff or be responsible for envelopes/packages being picked up at the museum.
- Captures and updates attendance tracking data and provide reports. Supports marketing initiatives by providing visitor data along with capturing and recording survey responses.
- Performs general clerical duties, which may be performed at the Member Services Desk for other museum departments as assigned or approved by Member Services Director.
- Provides support for exhibition openings, artist talks or receptions, and special or rental events by assisting with set up/take down and any additional staffing needs. May serve as event staff.
- Supports Gallery Attendants and MOWA Shop staff to provide coverage for breaks or coverage of area for a short period of time.
- Responds to emergency needs by communicating immediately with appropriate museum or management staff as outlined in emergency procedures in Handbook. Provides support or assistance to visitors and takes steps to reduce or eliminate risks for visitors in accordance with emergency guidelines.
- Performs other related duties as assigned and required.
Knowledge, Skills, and Abilities
- Passion and ability to deliver exceptional, remarkable customer service experiences (greet, listen, answer, engage, excite, empathize, thank).
- Must possess effective and professional oral and written communication skills with the knowledge to speak and comprehend English.
- Strong service-driven problem-solving skills with ability to “think on your feet", respond quickly with good judgment, mature reasoning and decision-making. Able to diffuse negative situations with positive outcomes.
- Knowledge of point of sale (POS) systems or cash register with basic cash handling knowledge. Experience with ticketing or admission systems is also helpful.
- Proficient computer skills using PC based computers with Microsoft Office products: Outlook email, calendars, Word, Excel, etc.
- Focus on attention to detail with a high level of accuracy.
- Effective organizational skills and the ability to multitask in a team-oriented environment with grace and poise, including or especially in hectic times.
Education and Qualifications
- High School diploma (or GED) required. Associate’s or Bachelor’s Degree preferred.
- Customer service and sales with POS/cash handling work experience required with museum visitor service experience preferred. Three years in a service/sales position minimum.
- Art classes or education and an interest in art or museums considered a plus.
- Verbally communicate and hear individual’s voices to exchange information clearly and appropriately.
- Maintain a stationary standing or sitting position for extended periods of time.
- Visual ability to recognize visitors, members, and staff and to read computer monitor or print materials.
- Manual dexterity necessary to use keyboard/mouse, prepare or complete forms, and handle bills/coins.
- Ability to life and move up to 50 pounds.
Schedules may vary based on the needs of the museum. This position will typically be scheduled an average of 10-20 hours per week during normal business hours (weekdays, evenings, and weekends) and may include after-hour special events and functions.
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