Visitor Services Supervisor

The Visitor Services Supervisor, reporting to the Visitor Services Manager, is responsible for providing oversight and support to the Visitor Services team. The role involves supervision of Visitor Services staff, serving as the onsite point-person for customer service as related to the Visitor Services department, assisting with Tessitura ticketing operations, and contributing to data and sales reporting. The Visitor Services Supervisor contributes to a culture of collaboration, community and respect while embodying the principles of ICA’s Quality of Service and centers the work of Diversity, Equity, Accessibility, Inclusion, and Belonging in all areas of their work.

The Visitor Services Supervisor must be available to work evenings, weekends, holidays, and performances/special events. This full-time, hourly position is required to work onsite.

Please note:

• All ICA employees are required to reside in Massachusetts and within commuting distance from our Seaport location as of the first day of work.

Responsibilities:

Supervisory

• Provide daily onsite supervision to the Visitor Services staff to ensure assigned tasks are completed on time and appropriately, and guidelines and protocol are being followed at all times, as set forth by the Visitor Services Manager. In absence of Visitor Services Manager, handle any VSA corrective actions needed regarding customer service and or enforcement of guidelines and policies. Document staff incidents to Visitor Services Manager.
• Act as a resource and guide for the Visitor Services team in customer service matters as they relate to the Visitor Services department
• Assist Visitor Services Manager with hiring and onboarding new VSA staff; assist in interviews, training, coaching and onboarding
• Provide ad hoc coaching to Visitor Services Associates in accordance with ICA and Visitor Services Handbooks and ICA Quality of Service Training
• Maintain resource guides for Visitor Services staff to maintain well informed & working knowledge of exhibitions, programs, and schedule of events to provide to visitors
• Assist Visitor Services Manager with in-the-moment scheduling needs to ensure appropriate coverage; manage daily schedule and attendance to include callouts, shift coverage, tardiness
• Assist the Visitor Services Manager in planning and presenting at regular Visitor Services staff meetings; assist in ensuring staff are knowledgeable on and following institutional policies and procedures and participating in organizational meetings, trainings, and events
• Regularly meet with Visitor Services Manager to provide feedback on staff performance and attendance
• Collaborate with security and gallery staff in-the-moment to ensure visitor safety and ICA museum property at all times
• Assist Visitor Services Manager with box office operations as assigned
• Assist Visitor Services Manager with administrative tasks as assigned

Customer Service

• Ensure Visitor Services staff is adhering to the ICA’s Quality of Service Training by acting as a resource on best practices and providing ongoing coaching and guidance to staff
• Assist in managing the daily operations for admissions and box office with high emphasis on customer service, organization, and efficiency, ensuring all visitors are attended to professionally and promptly
• Maintain a well-informed and working knowledge of exhibitions, programs, and schedule of events
• Assist with facilitating crowd control during busy museum periods and special events
• Manage inventory and distribution of printed materials at the Visitor Services desk
• Provide Director of Visitor Operations with visitor feedback through regular manager/supervisor meetings

Tessitura

• Maintain Tessitura performance builds for regular and recurring events and performances as directed by the Visitor Services Manager
• Assist Visitor Services Manager with TNEW maintenance as needed
• Process library memberships as assigned
• Troubleshoot technical issues with Tessitura in the moment

Onsite Membership

• Provide support to the VSA team members for onsite membership sales. Act as a resource for Visitor Services team for questions or issues regarding onsite memberships
• Meet regularly with Visitor Services Manager to share feedback on onsite membership sales and processes
• Assist the Membership department with administrative support and data entry as needed

Financial

• Manage daily cash deposits and keep visitor services desk stocked with required cash for change when manager not on site
• Track visitor attendance

Qualifications:

• Possess the ability to supervise the operations and staffing of a public space
• Strong customer service and communication skills
• Possess the ability to remain calm under pressure, use good judgement, and respond effectively to visitor and staff concerns
• A self-starting attitude with the initiative to keep oneself informed and on-task
• Ability to work well with a team and on individual tasks
• Ability to troubleshoot and respond effectively during high-volume periods
• Ability to work a flexible schedule including evenings, weekends, and occasional holidays
• Must be reliable, punctual, honest, and a team player attitude
• Ability to work collegially, professionally, and collaboratively with a diverse group of constituents including staff, visitors, and vendors

Physical Requirements:

• Prolonged periods of remaining stationary working on a computer
• Ability to move about in the office to access files, printers, etc.
• Ability to lift up to 15 pounds, pushing and pulling, keyboarding and gripping
• Must be able to exchange accurate information with visitors, staff, departments, and vendors.
• Ability to see, listen, and talk for extended periods in person, over the telephone and computer, and understand printed materials

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While the above is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

The ICA offers an excellent benefit package that includes health, dental and vision insurance, disability/life insurance, flexible spending accounts, 403(b) retirement plan, and paid time off.

Starting Salary: $21.50 per hour
Starting compensation is based on meeting minimum qualifications.

ICA Compensation

Each ICA position has a job grade based on the position’s evaluated job responsibilities, required education and experience, needed skills to perform the job, and professional knowledge. The position’s grade and respective compensation range is determined by the position’s overall responsibilities, including decision making, supervisory/management requirements, resource management and budgeting duties.

Compensation is ultimately determined by the scope of the position and responsibilities, the candidate’s relevant experience, and internal equity, with starting salaries typically falling in the lower half of the compensation range.

Interested candidates should send a resume and letter of interest to bthurston@icaboston.org. When applying, please include “Visitor Services Supervisor” in the subject line.