Frontline Representative

ABOUT THE ROLE The Visitor Experience Representative provides exceptional customer service and assists in exceeding sales goals across all sites. In this role you will deliver exceptional customer service, promote museum offerings, and support efficient daily operations across all sites.   ABOUT SAM    As SAM heads into its second century, we are boldly reimagining what we can and should be. Our goal is to be a model for the future of museums - a bold, dynamic hub of creativity, belonging, and cultural leadership, shaping the future of art and community. Embracing new ways of engaging communities and seeking innovative partnerships - all while keeping art and community at the center of what we do. This ambitious effort represents a transformative shift and radically redefining how art museums operate. This is a pivotal moment for SAM, and we are seeking great talent to join us on our journey. Working at SAM is not just a job—it's a chance to be part of a vibrant, creative community.     RESPONSIBILITIES  Provide exemplary customer service ensuring a friendly, engaging and welcoming experience Maintain up to date knowledge of Tessitura ticketing and membership software Be knowledgeable about the museum and able to provide information about current exhibitions, programs, and events Highlight museum offerings to maximize visitor experience   Actively promote the museum to sell tickets and memberships to incoming visitors using provided membership and ticketing sales language Willing and able to perform duties of all representative posts Encourage lapsed and renewing members to continue their membership using advanced understanding of membership levels Maintain working knowledge of discounts and community programs   Assist in preparing the ticketing desk and lobbies for opening, including counting and setting out assigned register tills, setting up stanchions and signage, and perform other duties as assigned   Close till at the end of the day by counting cash, ensuring membership paperwork is accurately completed, and reporting any discrepancies to the Visitor Experience Lead Use proper cash handling skills to ensure drawer is accurate and tidy Proactively ask the Lead for projects and tasks to be completed during down times   Work in the coat check area, providing excellent customer service to those that need to check their coats, umbrellas, bags, and any other large or prohibited gallery items Scan tickets for gallery entry During peak periods, facilitate visitor flow in the galleries, including line management and entry to special exhibitions Deliver high-quality work by adhering to policies, expectations, customer service standards, and discount guidelines  Contribute to an institutional focus of delivering exceptional, welcoming, and inclusive customer service—creating positive, meaningful experiences for all visitors, every time      WE ARE LOOKING FOR  Required Qualifications  High school diploma or equivalent combination of education and experience Six months customer service, ticketing, and/or frontline operations experience with an emphasis on sales Orientation towards exceptional customer service Outgoing personality, comfortable interacting with the public, project an amiable and professional image with visitors and staff Ability to maintain a positive approach when dealing with challenging customer service matters General math skills, including the ability to handle cash-related transactions accurately and ethically Ability to work effectively with a variety of Museum supporters, visitors, members, co-workers, vendors, and volunteers professionally and tactfully Exercise discretion in maintaining confidentiality of sensitive information   Familiarity with Microsoft Office Suite, Google Suite, and internet-based research Ability to learn Tessitura, the CRM and ticketing system Ability to pass and maintain security background check clearance Preferred Qualifications One year of experience in a museum or arts & culture sector environment Familiarity with Tessitura Familiarity with Asana and Slack     WORK CONDITIONS