Frontline Representative

Seattleartmuseum; Seattle (WA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Onsite fitness facility

Library access

Employee Assistance Program

20% discount at SAM Museum Shop

15% discount at SAM’s MARKET cafe

2 SAM guest passes per quarter

cab rides home

Paid sick leave

Job summary

The Seattle Art Museum is seeking a Visitor Experience Representative to deliver exceptional customer service, promote museum offerings, and support efficient daily operations across all sites.

In this role you will handle Tessitura, assist with ticketing and memberships, guide visitors, and ensure a welcoming atmosphere. The position requires strong communication, cash handling, and a passion for community engagement.

Qualifications

• High school diploma or equivalent combination of education and experience
• Six months customer service, ticketing, and/or frontline operations experience with an emphasis on sales
• Orientation towards exceptional customer service
• Outgoing personality, comfortable interacting with the public, project an amiable and professional image with visitors and staff
• Ability to maintain a positive approach when dealing with challenging customer service matters
• General math skills, including the ability to handle cash-related transactions accurately and ethically
• Ability to work effectively with a variety of Museum supporters, visitors, members, co-workers, vendors, and volunteers professionally and tactfully
• Exercise discretion in maintaining confidentiality of sensitive information
• Familiarity with Microsoft Office Suite, Google Suite, and internet-based research
• Ability to learn Tessitura, the CRM and ticketing system
• Ability to pass and maintain security background check clearance

Responsibilities

• Provide exemplary customer service ensuring a friendly, engaging and welcoming experience
• Maintain up to date knowledge of Tessitura ticketing and membership software
• Be knowledgeable about the museum and able to provide information about current exhibitions, programs, and events
• Highlight museum offerings to maximize visitor experience
• Sell tickets and memberships using provided language
• Assist in preparing the ticketing desk and lobbies for opening
• Close till, report discrepancies to Visitor Experience Lead
• Scan tickets for gallery entry
• Manage visitor flow during peak periods
• Deliver inclusive customer service creating positive experiences for all visitors

Skills

Customer service

Outgoing personality

Cash handling

Communication skills

Team collaboration

Education

High school diploma or equivalent

Tools

Tessitura

Asana

Slack

Microsoft Office

Google Suite

Job description

ABOUT THE ROLE

The Visitor Experience Representative provides exceptional customer service and assists in exceeding sales goals across all sites. In this role you will deliver exceptional customer service, promote museum offerings, and support efficient daily operations across all sites.

ABOUT SAM

As SAM heads into its second century, we are boldly reimagining what we can and should be. Our goal is to be a model for the future of museums - a bold, dynamic hub of creativity, belonging, and cultural leadership, shaping the future of art and community. Embracing new ways of engaging communities and seeking innovative partnerships - all while keeping art and community at the center of what we do. This ambitious effort represents a transformative shift and radically redefining how art museums operate. This is a pivotal moment for SAM, and we are seeking great talent to join us on our journey. Working at SAM is not just a job—it's a chance to be part of a vibrant, creative community.

RESPONSIBILITIES

• Provide exemplary customer service ensuring a friendly, engaging and welcoming experience
• Maintain up to date knowledge of Tessitura ticketing and membership software
• Be knowledgeable about the museum and able to provide information about current exhibitions, programs, and events
• Highlight museum offerings to maximize visitor experience
• Actively promote the museum to sell tickets and memberships to incoming visitors using provided membership and ticketing sales language
• Willing and able to perform duties of all representative posts
• Encourage lapsed and renewing members to continue their membership using advanced understanding of membership levels
• Maintain working knowledge of discounts and community programs
• Assist in preparing the ticketing desk and lobbies for opening, including counting and setting out assigned register tills, setting up stanchions and signage, and perform other duties as assigned
• Close till at the end of the day by counting cash, ensuring membership paperwork is accurately completed, and reporting any discrepancies to the Visitor Experience Lead
• Use proper cash handling skills to ensure drawer is accurate and tidy
• Proactively ask the Lead for projects and tasks to be completed during down times
• Work in the coat check area, providing excellent customer service to those that need to check their coats, umbrellas, bags, and any other large or prohibited gallery items
• Scan tickets for gallery entry
• During peak periods, facilitate visitor flow in the galleries, including line management and entry to special exhibitions
• Deliver high-quality work by adhering to policies, expectations, customer service standards, and discount guidelines
• Contribute to an institutional focus of delivering exceptional, welcoming, and inclusive customer service—creating positive, meaningful experiences for all visitors, every time

WE ARE LOOKING FOR

Required Qualifications

• High school diploma or equivalent combination of education and experience
• Six months customer service, ticketing, and/or frontline operations experience with an emphasis on sales
• Orientation towards exceptional customer service
• Outgoing personality, comfortable interacting with the public, project an amiable and professional image with visitors and staff
• Ability to maintain a positive approach when dealing with challenging customer service matters
• General math skills, including the ability to handle cash-related transactions accurately and ethically
• Ability to work effectively with a variety of Museum supporters, visitors, members, co-workers, vendors, and volunteers professionally and tactfully
• Exercise discretion in maintaining confidentiality of sensitive information
• Familiarity with Microsoft Office Suite, Google Suite, and internet-based research
• Ability to learn Tessitura, the CRM and ticketing system
• Ability to pass and maintain security background check clearance

Preferred Qualifications

• One year of experience in a museum or arts & culture sector environment
• Familiarity with Tessitura
• Familiarity with Asana and Slack

WORK CONDITIONS

• Work areas are primarily inside, in a climate-controlled environment with light to moderate background noise in a public setting.
• Approximately 50% of time is spent stationary while working at a desk. Balance of time (approximately 50%) is spent moving around the work area. Occasional extended periods of standing may be required.
• Clear and effective verbal and written communication in English with trustees, the public, and co-workers is necessary.
• Ability to effectively use a computer screen and interpret printed materials, memos and other appropriate paperwork.
• Ability to effectively and regularly operate a computer, keyboard, telephone, and other office productivity machinery, such as copy machines and printers, and ability to inspect, prepare and use paperwork, files, equipment, and supplies is necessary.

FLSA Status: On-Call, Non-Exempt

Reports To: Visitor Experience Operations Manager

Work Location: Onsite, Seattle Downtown, SAAM Volunteer Park, and Olympic Sculpture Park

Work Schedule: This role is typically scheduled to work one – four shifts per month, depending on operational needs. Fill in for sick staff, cover staff vacation time, and provide support during peak attendance times. Must be available to work at least one set day per week Wednesday - Sunday and during holiday seasons. Additional hours available during peak periods.

BENEFITS

• On-CallSAM Staffhaveaccess toan onsitefitness facilityand SAM’s museum library
• can access a no-cost Employee Assistance Program resource
• enjoya 20% discount at theSAM Museum Shop
• anda 15% discount at SAM’sMARKET cafe
• receive2 SAM guest passes per quarter worked
• can access 8 Home Free Guarantee cab rides homeperyear
• andaccrue paid sick leave at a rate of .0385 per hour worked.

ACCOMODATION

The Seattle Art Museum will consider reasonable accommodations for all employees with disabilities to perform the essential functions/duties of this position. If you need an accommodation during the application or interview process, please [e-mail]. For candidates, we ask that, if possible, you wait until you're invited to a screen, online technical assessment or interview before requesting an accommodation.

SAM is proud to be an equal opportunity employer and we are committed to fostering a respectful, inclusive, and welcoming workplace for all employees and volunteers. Guided by our mission to connect art to life and engage diverse communities, we strive to create a sense of belonging for all of the communities we serve. All qualified candidates will receive consideration for employment without regard to race, national origin, marital status, sexual orientation, gender identity, disability, military status, or any other protected characteristic