Visitor services team lead

Position: Visitor Services Representative

FLSA Status: Non-exempt

Department: Visitor Services

Our Mission: Since the 1893 World Columbian Exposition, our organization has aimed to connect people to the natural environment and human history

The Visitor Services department prioritizes customer service, revenue generation, attendance tracking, and employee engagement in service of the Museum’s mission. The Team Lead supports the broader Visitor Services management team and oversight of Representatives to facilitate an A-list public experience. 60% of the Team Lead’s time will be dedicated to public floor management and support with the remaining 40% spent on administration, meetings, and other projects.

Duties and Responsibilities

• Coordinate daily floor operations, assignments, and adherence to departmental policies and procedures for permanent and contract staff as instructed by Visitor Services supervisors

• Ensure the coverage of all public posts and the completion of special projects in rhythm with daily and seasonal attendance flows. Actively participate in operations, filling public posts as needed throughout the day

• Contribute to onboarding and ongoing training plans for all employees. Ensure that the team is informed, equipped, and empowered for daily operations and implementing new initiatives.

• Encourage feedback from Representatives; share perspectives with the management team to aid in the improvement and evolution of operations

• Understand advanced ACME transacting and reporting, including (but not limited to) attendance, bankout, and sales snapshots. Use data to help establish and exceed sales goals through incentive programs

• Conduct service recovery for failures and challenges with the visitor experience. Report escalated incidents to management and Protection Services

• Update employee attendance, training, and disciplinary logs on a daily basis. Connect with Supervisors to ensure timely follow-through

• Maintain storage areas and monitor inventories for admissions and office supplies

• Support Visitors’ Center operations and external communications (phone, email, mail). Share and respond to visitor feedback to help connect the pre and post-visit experiences

• Attend departmental and interdepartmental meetings as assigned to effectively connect and communicate Visitor Services operations and procedures to other areas of the Museum

• Participate in Visitor Services strategy, planning, and goal-setting. Assist with the execution of new admissions offers, events, and programs. Work with the management team to identify and implement targets, timelines, and metrics to measure success

Qualifications

• 3-5 years of customer service experience required; experience in a museum or cultural institution preferred

• Excellent communication skills (verbal and written)

• Microsoft and Google Suite experience is required

• Weekend, holiday, and some after-hours availability is required

• Must be positive, proactive, personable, and empathetic

• Bachelor’s Degree preferred

Pay: $20.42/Hourly

We encourage you to apply even if you don't meet every requirement.

Supervision Received:
Receives general supervision from the Manager of Visitor Services.

Supervision Exercised:
This position has no direct supervisory responsibilities.

Work Hours and Shift:
40 hours per week

Hybrid Eligibility:
Not Eligible

Location:
1400 S DuSable Lake Shore Drive
Chicago, IL 60605

Union Representation: This position is represented by Field Museum Workers’ United, AFSCME Council 31, AFL-CIO.

PLEASE READ: *When you apply for multiple positions, please make sure to delete your previous resume and cover letter and upload the latest version of your resume and cover letter that is relevant to the job you are applying for, every time you apply. This will help our hiring managers access the correct documents. Please note that removing the resume and cover letter will not delete any previously submitted resumes and cover letters.

The Field Museum is an equal-opportunity employer. We are committed to providing a workplace free from discrimination, embracing diversity, and fostering mutual respect. We value the unique perspectives each team member brings, which empowers our ability to innovate and overcome challenges.

At the Field Museum, we are dedicated to making our career website and recruitment process accessible to everyone. If you encounter any difficulty when using or accessing our online application, or if you need a reasonable accommodation for completing your application, participating in interviews, or any other part of the selection process, please reach out to us at [email protected] .