Department: Visitor Services
Reports to: Director of Communications
Employee Status: Full-time, Non-exempt
Position Available: June 2009
Primary Work Location: Downtown
Requisition Number: 200908

POSITION REQUIREMENTS:
* Previous customer service experience is required.
* Previous management experience is preferred.
* An interest in contemporary art and culture is desirable.
* Excellent communication and problem-solving skills.
* Multi-tasking and the ability to remain calm with various distractions are essential.
* Proactive, motivated person with time management and task management skills.
* Strong attention to detail.
* Friendly, professional demeanor.
* General computer experience as well as familiarity with MS Excel and MS Office.
* The ability to use a second language is a plus.
POSITION DESCRIPTION:
The Visitor Services Coordinator oversees daily front desk operations at all MCASD locations. Chief responsibilities include drafting, implementing, and enforcing customer service standards and front desk protocol; keeping Visitor Services Representatives (VSRs) current with Museum policies, exhibitions, and special events; scheduling VSRs; and handling visitor comments and complaints in a timely, professional manner. The Visitor Services Coordinator works closely with other Museum personnel and is responsible for facilitating communication between front desk staff and other Museum departments, for representing Visitor Services at planning meetings, and for bringing issues regarding the visitor experience to the attention of appropriate staff. He or she must be familiar with all duties of the Visitor Service Representative position. Shifts may involve weekdays, evenings, weekends, and holidays. The Visitor Services Coordinator is based at the Downtown location Tuesdays through Saturdays.

ESSENTIAL FUNCTIONS:
* Manages and troubleshoots for Visitor Service Representatives daily.
* Creates the weekly schedule for VSRs and covers break and lunch periods at the Jacobs Building front desk.
* Participates in hiring Visitor Services Representatives.
* Trains new Visitor Services Representatives.
* Arranges and leads 3-month and annual VSR Performance Reviews.
* Works on projects with other departments as needed pertaining to the visitor experience.
* Oversees Calendar Year and Fiscal Year attendance reports.
* Creates spreadsheets tracking visitor comments and demographic information.
* Makes bank deposits and processes accounting paperwork.
* Completes Month-end and Year-end cash counts.
* Maintains and stocks front desks with all required materials and is responsible for supply orders.
* Replies to visitor complaints and filters e-mails sent to the Museum's general info address.
* Maintains merchandise inventory for the Jacobs Building and coordinates the selling of merchandise at the Jacobs front desk.
* Observes and enforces Museum policies and procedures.
* Oversees and troubleshoots front desk business equipment, including TAM point of sale retail software, Go Card machines, printers, computer systems, and telephones.
* Schedules Visitor Services meetings and exhibition tours.
* Oversees implementation of visitor surveys.
* Updates the auto-attendant telephone information menu.
* Observes how various aspects of the visitor experience are functioning and makes suggestions for improvements, i.e. signage changes.
* Other duties as assigned by the Director of Communications or senior Museum staff.

For candidacy consideration, please submit resume and PERSONALIZED COVER LETTER including salary requirement with subject heading 200908 to jobs@mcasd.org.