Visitor Experience Representative

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Administration
📅
86367 Requisition #

Visitor Experience Representative

Customer Services Specialist 2 (Job Code 4622, Grade C)

Non-Exempt, Full-time, Continuing



Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.


Note: Not all unique aspects of the job are covered by this job description.


About Cantor

Cantor Arts Center boasts a proud and venerable history. Conceived with the founding of Stanford University in 1891, the museum opened in 1894, serving the University and the broader community. The 1989 Loma Prieta earthquake damaged the museum, necessitating its closure to the public. In 1995 groundbreaking for a major new wing and restoration of the historic building began in earnest with the revitalized museum opening in 1999 as the Iris and B. Gerald Cantor Center for the Visual Arts. The Cantor offers approximately 50,000 square feet of exhibition space, as well as classrooms and other study spaces for students and faculty. The Cantor’s collection spans 5,000 years and includes more than 38,000 works of art from around the globe. Collections include art from Europe and America, both historical and contemporary; Asia, primarily Japan and China; Africa; Oceania; historical works from Mexico, Central America, and South America; the Stanford Family Collection; and public sculpture on the Stanford campus.


Job purpose

Visitor Experience Representatives (VER) provide outstanding visitor-centered service to more than 200,000 museum visitors annually; they are essential in helping to welcome and prepare our visitors for a truly outstanding museum experience. Reporting to the Manager of Visitor Services, the VER is integral in customizing the museum experience based on the individual needs and interests of each visitor. Our VER’s enthusiastically and consistently go above and beyond in delivering excellent customer service in order to ensure our visitors enjoy an unparalleled museum experience.


Core duties

  • Proactively greets all museum visitors; as the initial point of contact the VER is instrumental in providing a welcoming and inclusive entry into the museum.

  • Provide visitors with information and resources that ensure a personalized museum experience, based on the unique interests of each visitor.

  • Provide visitors with personalized visit plans upon arrival; utilizes targeted information and services based on visitor interactions.

  • Promote and facilitate catalogue sales, onsite donations, memberships and e-news signups.

  • Communicate Museum policies and visitor guidelines in a positive and friendly manner; first point of contact for minor policy and procedure information sharing with visitors (food/drink policy, etc.)

  • Maintain comprehensive knowledge of current and scheduled exhibitions, public programs and campus activities; assists with museum and campus wayfinding.

  • Ensure the lobbies are in excellent condition and proper order before museum opens and throughout the day.

  • Perform daily opening and closing procedures.

  • Maintain a professional appearance and demeanor, adhering to dress code guidelines.

  • Participate in regularly scheduled staff meetings, exhibition walkthroughs and trainings.

  • Other duties as assigned.

 


Minimum Qualifications


Education & Experience

  • Associate Degree and two years of relevant experience or combination of education and relevant experience.

  • Minimum two years of experience in front–line customer service focused environment.

  • Strong customer service experience and a proven ability to meet performance standards.

  • Clear and effective oral and written communication skills.

  • Strong organizational skills.

  • Ability to work independently and as a member of a team.

  • Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds.

  • Strong attention to detail and accuracy.

  • Ability to multi task.

  • Ability to learn policies and procedures and correctly provide that information to customers.

  • Excellent interpersonal, communication and conflict resolution skills; ability to provide the highest level of customer service at all times.

  • Demonstrated ability to engage effectively with culturally diverse audiences and audiences of varying ages.

  • A positive customer focused manner; ability to listen and empathize with visitor concerns, suggestions and requests.

 

Physical Requirements

  • Frequently standing and walking for extended periods of time; with occasional stooping, kneeling bending, squatting/ crouching, pushing/ pulling, and reaching above the shoulders and lifting of up.

  • Requires extensive mobility/standing and movement throughout the museum during course of the day/evening.

  • Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 25 pounds, writing by hand.

  • Lifting and transporting of moderately heavy objects, such as boxes will be required. 

* - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

 

Working Conditions

  • Must be available to work evenings, weekends and holidays; scheduled to assist with special events and public programs as necessary.

  • May work extended hours 

 

Work Standards

  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

  • Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, https://adminguide.stanford.edu.

 

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

 

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