Full Time Visitor Experience Associate

Full-time Regular

Utica, Utica, NY, US

Requisition ID: 1114

Salary: $17.00 Hourly

The Visitor Experience Associate plays an important role in advancing Munson’s mission by creating a welcoming, engaging, and positive experience for all visitors, students, members, and volunteers. As a primary point of contact, this position delivers exceptional customer service while supporting the daily operations of the Museum of Art’s welcome desk and retail shop. The Associate serves as a knowledgeable resource for Munson’s programs, events, and merchandise, while assisting with visitor inquiries, point-of-sale transactions, inventory management, daily opening and closing procedures, and accurate recordkeeping. This role requires a commitment to professionalism, attention to detail, and adherence to organizational policies and procedures.

This position requires flexibility to work regular day, weekend and evening hours to support events and programs. Associates work 37.5 hours with a half hour unpaid lunch period.

OUR CULTURE:

Munson is committed to community engagement and belonging. We encourage applications from all qualified candidates, regardless of background, and welcome the unique perspectives and experiences they bring. If your skills and qualifications align with this opportunity, we invite you to apply to join our team. This position will model the values and culture of the organization to colleagues and the public by being welcoming, inclusive, and respectful and will value collaboration across the organization.

ESSENTIAL JOB FUNCTIONS:

Visitor Experience and Customer Service

Serve as the primary point of contact for Munson, providing exceptional service to visitors, students, members, volunteers, donors, and staff.

• Welcome and assist guests in person, by phone, and through electronic communications.

• Answer and direct phone calls, emails, and in-person inquiries.

• Respond to inquiries and provide information about exhibitions, classes, events, performances, memberships, facilities, and campus resources.

• Process admissions, memberships, registrations, ticket sales, retail purchases, and other customer transactions accurately and efficiently.

• Promote organizational programs, events, memberships, and retail offerings through positive and informed interactions.

• Monitor visitor needs, concerns, and feedback and communicate relevant information to appropriate staff.

• Maintain confidentiality and professionalism in all interactions.

Front-of-House Operations

Support the daily operation of Munson's public-facing spaces, including visitor reception areas, the Museum Shop, and the Campus Store.

• Operate point-of-sale, ticketing, membership, and registration systems.

• Accurately handle cash, credit card transactions, daily reconciliations, and related records.

• Prepare and reconcile daily financial deposits for admissions, memberships, registrations, retail sales, and other organizational transactions.

• Assist with merchandise receiving, pricing, stocking, inventory management, and visual presentation.

• Maintain clean, organized, welcoming, and attractive public spaces.

• Ensure displays, informational materials, and visitor resources are stocked and current.

Administrative and Organizational Support

Provide administrative support that contributes to the efficient operation of visitor services, retail functions, and public programs.

• Maintain accurate records, databases, spreadsheets, and reports.

• Assist with data entry, filing, correspondence, and general office functions.

• Prepare materials and communications as needed.

• Collaborate with staff across departments to support organizational goals and initiatives.

• Support special projects and departmental activities as assigned.

Events and Public Programs

Contribute to the successful delivery of exhibitions, programs, performances, community events, and fundraising activities.

• Assist with event setup, guest services, admissions, retail operations, and event breakdown.

• Provide exceptional customer service during public programs and special events.

• Support audience engagement efforts and help create a positive visitor experience throughout campus.

Team Participation

As a cross-trained member of the Visitor Experience team, contribute to a collaborative environment that supports visitors, customers, students, and community members across all public-facing areas of the organization.

• Participate in organizational committees, training opportunities, and professional development activities.

• Work collaboratively with colleagues across departments.

• Perform other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• High school diploma or equivalent required; Associate degree or higher preferred

• Two (2) years of customer service, retail, reception, administrative support, or related experience required

• Flexibility to work regularly scheduled evening and weekend hours required

• Experience working with computer systems and databases required; experience with point-of-sale systems, cash handling, ticketing systems, and membership software preferred

• Strong verbal and written communication skills required; strong organizational and time-management skills required

• Excellent customer service and interpersonal skills are a must; ability to communicate and interact with diverse populations required

• Ability to manage multiple priorities while maintaining attention to detail required

• Ability to work both independently and collaboratively required

• Experience in a museum, arts, educational, retail, or nonprofit environment preferred

• Experience with volunteer coordination or community engagement preferred

• Knowledge of merchandising and visual display practices preferred

• Proficiency with word processing, email, spreadsheets ( Excel or Sheets ), electronic calendars, and presentation software ( PowerPoint or Google Slides ) required ; familiarity with Google Workplace preferred

• Ability to maintain confidentiality and exercise sound judgment required

• Ability to learn organizational programs, exhibitions, and services and communicate them effectively to the public

PHYSICAL ACTIVITIES AND DEMANDS:

• Frequent standing, walking, reaching, bending, stooping and lifting of merchandise or materials throughout the retail shop, museum, reception and storage areas

• Occasional sitting while performing administrative and customer service duties

• Ability to move throughout the facility to assist visitors, respond to operational needs, and support special events

• Ability to communicate effectively with visitors, students, employees, volunteers, and community members in person, by telephone, and through electronic communication

• Frequent use of hands and fingers for computer work, operating a point-of-sale system, handling merchandise, and processing transactions

• Ability to lift up to 30 pounds independently and up to 50 pounds with assistance

• Ability to operate computers, POS systems, telephones, and standard office equipment

The final candidate will be required to complete a post-offer, pre-employment background check.

Munson is an equal opportunity employer.