Lead Visitor Services Representative

Job Summary

Reporting to the Director of Operations and supervised by the Visitor Services Supervisor, the Lead Visitor Services Representative will represent the Harvard Museums of Science & Culture and set standards by example to provide the highest level of customer service to ensure that all museum visitors have a positive experience. This position involves welcoming visitors and groups, overseeing the processing of admissions payments (particularly Outbound Reservation system), resolving customer complaints, enforcing established processes and protocols, tracking and inventory of museum supplies, and conveying general museum information to the public in a professional manner. As part of the museums’ staffing plan, this role is expected to provide support across visitor services locations as needed. Perform other duties as assigned.

Auto req ID

61877BR

Job Code

403020 Staff Assistant II

Department Office Location

USA - MA - Cambridge

Business Title

Lead Visitor Services Representative

Sub-Unit

Harvard Museums of Science and Culture

Salary Grade

051

Time Status

Full-time

Union

55 - Hvd Union Cler & Tech Workers

Basic Qualifications

• At least 1 year of related experience working in a public service environment.
• Experience with training and/or mentoring new staff.

Additional Qualifications and Skills

• Experience working or general interest in museums a plus.
• Familiarity with operating a computerized cash register preferred.
• Must be highly organized with capacity to manage and prioritize competing tasks while maintaining superior customer service in a fast-paced high-volume atmosphere.
• Requires attention to data accuracy and adherence to established departmental policy and procedure.
• Fluency in additional language(s) a plus

Additional Information

The Harvard Museums of Science and Culture (HMSC) is a partnership of public museums in Harvard’s Faculty of Arts and Sciences that includes the Harvard Museum of Natural History, the Harvard Museum of the Ancient Near East, the Collection of Historical Scientific Instruments and the Peabody Museum of Archaeology and Ethnology.

The Harvard Museums of Science & Culture are dedicated to building a diverse community of individuals who are committed to contributing to an inclusive environment – including fostering respect for all, serving the greater good, and welcoming individuals from diverse backgrounds, experiences, and perspectives. To learn more about HMSC's mission, objectives, and core values, please visit our website https://hmsc.harvard.edu/

All formal offers will be made by FAS Human Resources.

This position is subject to a background check.

Department

Harvard Museums of Science and Culture

Pre-Employment Screening

Criminal, Identity

Schedule

Full-time position 1.0 FTE
Work schedule: Sunday, Wednesday-Saturday
37.5 hours per week

Must be able to work a schedule that includes weekends and some holidays, as an essential frontline staff member. Note that the museums are open for business 361 days per year, and Visitor Services staff are considered essential employees.

Job Function

General Administration

Position Description

Duties and Responsibilities:

• Greet visitors and provide assistance and information on an array of topics: exhibits, directions and building amenities, membership, passes and programmatic offerings, and general Harvard and departmental information as appropriate.
• Direct incoming calls and respond to inquiries from the general information phone lines.
• Oversee the processing of school and commercial group visits using a computerized reservation system.
• Perform transactions on a computerized Point of Sale (POS) system.
• Track and inventory museum supplies: brochures, museum maps, Glass Flower FAQ, and admissions tags. Assist Visitor Services Supervisor with reordering.
• Opening procedures of the museums: assist with creating and distributing daily memos and schedules, oversee the restocking of print materials.
• Closing procedures: daily accounting and reconciliation, neatness in the lobby, and securing the main entrance.
• Respond to public safety issues and emergencies as required; report any physical plant or operations issues to appropriate staff.
• Oversee Visitor Feedback Form process, including maintaining online Qualtrics Database.

Additional Responsibilities

• Working with supervisor to provide peer training to new staff on general operations and the handling of visitor inquiries, and faculty and staff requests.
• Assist Retail Supervisor with visitor services staff supervision when Visitor Services Supervisor is absent.
• Assist Visitor Services Student Supervisor with the VSA program at the Harvard Museum of the Ancient Near East and Collection of Historical and Scientific Instruments by serving as frontline staff and supervisor when the Visitor Services Student Supervisor is absent.

School/Unit

Faculty of Arts and Sciences

EEO Statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

Physical Requirements

Must be able to routinely lift up to 30 lbs. and climb stairs.

Working Conditions

The position is based in Cambridge, MA.

COVID Vaccine Policy: The University requires all Harvard community members to be fully vaccinated (primary series) against COVID, as detailed in Harvard’s Vaccine & Booster Information . Individuals may claim exemption from the vaccine requirement for medical or religious reasons. More information regarding the University’s COVID vaccination requirement, exemptions, and verification of vaccination status may be found at the University’s “COVID-19 Vaccine Information” webpage: http://www.harvard.edu/coronavirus/covid-19-vaccine-information/ .

Commitment to Equity, Diversity, Inclusion, and Belonging

Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

Benefits

We invite you to visit Harvard’s Total Rewards website to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Work Format

On-Site