Visitor Engagement Representative

Mission

The Art Institute of Chicago shares its singular collections with our city and the world. We collect, care for, and interpret works of art across time, cultures, geographies, and identities, centering the vision of artists and makers. We recognize that all art is made in a particular context, demanding continual, dynamic reconsideration in the present. We are a place of gathering; we foster the exchange of ideas and inspire an expansive, inclusive understanding of human creativity.

We offer a competitive, comprehensive benefits package:

• Generous paid time off

• Paid holidays (up to 14 days)

• Medical, dental, and vision insurance

• Generous parental, caregiver, and medical leave benefits

• Competitive retirement plan (up to 9% matching contribution)

• Tuition remission and Tuition Exchange Program

• Great employee discounts

• Complimentary general admission to participating cultural institutions

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Basic Function:

Facilitates admissions and check room services while supporting exhibitions, events, lobbies, information desks, and Member's Bar to enhance overall visitor and member experience. Serves as an ambassador for the Art Institute of Chicago, creating a friendly, welcoming environment, and consistently providing exceptional service to all guests.

Primary Duties and Responsibilities:

• Provides a warm, welcoming greeting, is friendly and approachable, and resolves conflict in a professional and courteous manner.

• Effectively and accurately provides information to guests regarding museum policies, exhibits, collections, special events, and programs.

• Assists with admission sales, checkroom, event and exhibition scanning, member bar admissions, lobby greeting, information desks, and other responsibilities as needed. Provides additional support for special events and programs outside of normal museum operating hours as needed.

• Operates virtual queuing software, helping to safely manage visitor capacity in certain exhibits.

• Operates point-of-sale system within proper protocols, including accurate software usage and data capture and consistent messaging in communication with guests.

• Responsible and accountable for properly handling funds collected for membership and admission sales, charging appropriate prices, and following guidelines for free and discounted admission.

• Utilize manager/guest feedback as an opportunity to improve the customer service approach.

• Must participate in and reinforce an enjoyable and inclusive work environment and team culture with colleagues.

• Takes initiative to assist other MVE colleagues as needed.

• Performs other duties as assigned.

Experience Required: (an equivalent amount of training, education, and experience will be considered)

• A minimum of one year of customer service experience is required. Experience in hospitality or tourist attractions preferred. Must desire to work with the public.

• Must have a basic knowledge of customer service best practices and possess excellent communication skills.

• Experience in cash handling and utilizing computerized point-of-sale systems with a high level of accuracy.

• Ability to read, write, and effectively communicate with customers, peers, and management.

• Willingness to work flexible schedules, including weekends, holidays, and before or after hours as needed (once or twice a year).

• Ability to work in a high-volume environment and interface effectively with visitors in both conveying information and listening to questions/concerns.

• Ability to resolve conflicts and de-escalate situations.

• Be well organized and thorough with close attention to detail and follow-through.

• Must develop a working knowledge of the art in the permanent collection, special exhibitions, and museum events - for both public and donor audiences.

• General mobility, including frequent movement throughout the museum, including kneeling, bending, and lifting up to thirty pounds. Representatives may also be required to stand up to 3 hours at a time.

• The representative will be able to embody our core service values, which are:

• Generous with time and knowledge

• Owning the interaction

• Take pride in taking care

• Embody the presentation of the Something Special

• Embrace the element of Discovery

• Equipment Used to Perform the Job:

• Galaxy point of sale system

• Qudini virtual line software

• MS Office, including Word & Excel

• Google Workspace, including Gmail, docs, sheets, & drive

• Scheduling and time management software

Salary Grade 3

• This is a full-time 35-hour/week position. The ability to work a flexible schedule,

which includes weekends, some evenings, and/or holidays, is a must.

Closing Statement

The Art Institute of Chicago is an Equal Opportunity Employer that recruits, hires and promotes qualified individuals without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, veteran status or citizenship. The Institute complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the Department of Human Resources at apply_help@artic.edu.

Union Info

This position is part of a bargaining unit represented by AFSCME Council 31