Customer Service Associates help ensure visitors have a memorable visit at the GRPM through an efficient ticketing process, excellent customer service, and assistance with inquiries. You will also be responsible for the daily operation of the ticketing desk, the Spillman Carousel, special exhibit galleries and more. You will ensure visitors have the best experience possible. This position receives daily tasks and guidance from the Customer Service Leads but directly reports to the Customer Service Manager.
FLSA Status: Part-Time/Hourly, Non-exempt
Hours: Part-time up to 29.0 hrs/wk. Weekdays, weekends, some evenings, and holidays are required.
Compensation: Starting at $15.40 per hour (.50 after 90 days and again after 1 year)
This is a three-day-per-week position that requires availability for one or two weekend days (Saturday, Sunday, or both), depending on scheduling needs.
RESPONSIBILITIES AND DUTIES including, but not limited to:
-
Proactively interact with visitors and solve any challenges.
-
Contribute to a high-energy, fast-paced environment that provides visitors with a fun and dynamic experience.
-
Present with a positive attitude; consistently treat all visitors and team members with respect.
-
Interact with other front-line teams and effectively communicate internally.
-
Be familiar with the Museum, exhibits, price points and promotions.
-
Excellent computer skills.
-
Other duties as assigned.
WORKSKILLS:
-
Strong people skills; work and communicate diplomatically and courteously with staff, other team members, volunteers, guests, departments and key stakeholders to meet common objectives and desired outcomes.
-
Must be organized, dependable, punctual and possess a strong work ethic.
-
Must have strong interpersonal and conflict-resolution skills.
-
Maintain a professional appearance and demeanor.
-
Familiarity with Google Workspace and department software systems.
-
Demonstrated ability to confront problems head-on and ability to resolve them.
-
Promote and maintain a safe working environment.
-
Excellent communication skills and willingness to offer assistance to visitors.
-
Proven ability to communicate with and assist a wide range of diverse guests, with a respectful and open demeanor.
-
Able to receive feedback and take action when appropriate.
EXPERIENCE:
QUALIFICATIONS:
-
Ability to demonstrate critical thinking, problem-solving, and decision-making skills.
-
Proficient in managing time, work assignments, processes, and resources to produce desired outcomes.
-
Demonstrate strong written and organizational skills with attention to detail.
-
Proven ability to function effectively in a team environment and work independently.
-
Ability to work tactfully and effectively and follow oral and written instructions.
-
Ability to resolve conflicts and work well with others.
-
Ability to be flexible and maintain a positive attitude.
-
Ability to operate with confidential sensitive information.
-
Available to work a flexible schedule that meets the needs of service for the organization.
-
Must be available a minimum of two (2) full-day shifts Monday through Friday and have weekend availability that meets the organization's service needs.
EDUCATION:
PHYSICAL DEMANDS:
-
Must be able to move, bend, stoop, reach, climb, and lift up to 50 pounds.
-
The ability to stand, walk, and use stairs for extended periods.
WORK ENVIRONMENT:
The Grand Rapids Public Museum is the oldest and one of the largest museums in the state of Michigan. We are a place of never-ending learning and discovery, with programs and exhibits focusing on history, science, and culture. The employee culture of the GRPM is one of teamwork, excitement, and learning. As an integral part of the West Michigan community, the Museum is open daily to visitors and hosts after-hours public events and programs, as well as private events and weddings. The entire GRPM team works to create positive visitor experiences through engaging exhibits and programs, and a safe, clean, welcoming space.
