Lead Visitor Services Representative

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.

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.

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

• 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

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.

• 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.

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