Effective Date:
February 2025
FLSA Status:
Non-Exempt
Pay Basis:
Hourly
Union Status:
SPFPA Local 647
Pay Grade:
SPFPA C
Position Summary:
The Visitor Assistant at the Portland Museum of Art (PMA) welcomes visitors, shares information about museum guidelines and safety protocols, and provides exceptional customer service in designated public-facing spaces. This role enhances onsite experiences by answering questions, promoting museum events and programs, and assisting with resources. The Visitor Assistant also supports administrative tasks for various museum departments while fostering an inclusive and welcoming environment.
Job Functions:
1. Visitor and Member Services
a. Welcomes and checks in visitors and members.
b. Processes membership transactions, including renewals, upgrades, and updates to member contact information.
c. Monitors the call center and visitor inquiries, collects and compiles call center, membership, and visitor feedback data.
d. Promotes the PMA’s membership, programs, events, and books group tours.
2. Administrative Support
a. Performs light administrative tasks, data database maintenance, mailings, tracking metrics.
3. Store Support
a. Assists visitors with merchandise selection, answers questions, and promotes products, exhibitions, and memberships.
b. Processes sales, refunds, and exchanges and reconciles funds during cash-out.
c. Restocks merchandise, maintains store cleanliness, and supports inventory and merchandising tasks.
d. Provides online customer support, assists with order processing, and shipping.
4. Program and Event Support
a. Stays informed about and communicates details of museum-wide initiatives including programs, events, and schedules.
b. Provides logistical support for events, special gatherings, and public programs as needed.
5. Safety and Security Protocols
a. Shares information with visitors about museum safety and security protocols.
b. Enforces the PMA’s guidelines and safety protocols.
c. Assists in maintaining clean, uncluttered, and hazard-free public spaces.
d. Covers and patrols in galleries as needed to ensure the safety and preservation of art from visitor-related risk.
6. Training and Continuous Improvement
a. Participates in ongoing training to deepen knowledge of membership levels, donation processes, customer service techniques, and program benefits.
b. Provides insightful feedback to management based on customer interactions to contribute to the continuous improvement of visitor services and enhance the overall visitor experience.
7. Interdepartmental Collaboration
a. Collaborates on special projects, as needed.
Supervisory Responsibilities:
None.
Qualifications:
- High School diploma or equivalent.
- Minimum of 2 years’ experience in customer service, retail, or related roles.
- Experience with event and program support in a cultural or retail environment.
- Experience in administrative support and data management.
- Proficiency in handling membership transactions and customer inquiries.
- CPR and First Aid certifications, preferred.
Skills and Competencies:
- Adaptable and flexible, able to adjust to varying situations and audiences.
- Proficient in using computers, digital devices, and basic software applications.
- Remains calm and effective under pressure, handling challenges professionally.
- Strong customer service and interpersonal skills for engaging with clients and teams.
- Demonstrates a willingness to learn and develop new skills to enhance performance.
- Handles sensitive and confidential information with discretion and professionalism.
Standards of Excellence:
- Strives to maintain a friendly and welcome attitude toward all.
- Builds positive relationships through kindness, respect, and attentiveness.
- Respects and is sensitive to diverse cultures, orientations, and perspectives.
- Supports inclusivity by promoting equity and addressing barriers.
- Communicates effectively and professionally.
- Adheres to the PMA brand charter and style guide.
- Delivers exceptional customer service in all visitor areas.
- Works collaboratively to achieve common goals.
- Inspires and motivates others.
- Demonstrates responsibility, reliability, and ethical behavior.
- Always follows all safety protocols and procedures.
Other Requirements:
- Successfully pass a background check and any required pre-employment screenings.
- Flexibility to work evenings, weekends, and holidays to support programs and events as needed.
- Occasional for regional travel for training or to support programs and events.
Working Conditions and Physical Demands:
Work Environment: In-person at PMA or affiliated sites, including public spaces and the museum store.
Physical Demands: Frequent computer use; visual acuity; sitting, standing, walking, bending, and squatting; handling merchandise; clear verbal communication; occasional lifting up to 30 lbs.
Exposures: Fluctuating noise levels; large crowds; variable weather conditions during events.
Other Duties as Assigned:
This job description outlines the primary duties, responsibilities, and expectations for this role. However, the employer reserves the right to modify or update job functions as needed to meet evolving business needs, with or without notice.
Equal Opportunity Employer:
The PMA is committed to diversity and is an equal opportunity employer. We do not discriminate based on race, color, religion, national origin, age, sex, sexual orientation, disability, veteran status, whistleblower status, familial status, gender identity or expression, genetic information, or any other legally protected characteristic.
In accordance with the Americans with Disabilities Act (ADA) and the Maine Human Rights Act, the PMA provides reasonable accommodations for qualified individuals with disabilities unless doing so would result in undue hardship. This policy covers all employment practices, including the application process. For accommodation requests, please contact the PMA’s Human Resources department.
