Customer Service Associate bei The Neon Museum

Description

Part- time  

Summary of Position Duties and Responsibilities

Serves as initial guest contact at the Museum’s Visitors Center both in person and on the phone, as needed. Assists guests with admission, reservations, ticketing changes, special requests, memberships, and other attendance-related or administrative needs and queries. Initiates, processes and completes ticketing transactions for guests and visitors in a professional, positive and courteous manner using Tessitura ticketing software. Accurately conveys the Museum’s mission and values, while providing information regarding times, dates, programs, schedules, availability and prices. Adhere to all policies and directives related to safety and security of guests, co-workers and the Museum collection, reporting all areas of concern immediately to management. Other duties as assigned.

Essential Duties and Responsibilities

· Respond promptly to guest inquiries by phone, email, chat, or in person.

· Provide accurate information regarding the processing of ticketing and transactions, services, policies, and procedures.

· Document customer interactions and transactions using the Museum’s Tessitura Ticketing Software.

· Resolve guest concerns by clarifying issues, researching solutions, and escalating when necessary.

· Maintain a positive, professional, and empathetic attitude with guests at all times.

· Collaborate with other team members to ensure excellent service delivery.

· Meet or exceed individual and team performance metrics such as response time, resolution time, and customer satisfaction.

· Participate in training sessions to develop knowledge of products, software, and enhance customer service skills.

Requirements

Desired Skills and Competencies

· Knowledge of the history of Las Vegas.

· The ability to communicate in a language in addition to English is desired, but not required.

· Perform other duties as assigned by management.

Education and Qualifications

· Requires high school diploma or equivalent.

· Requires previous customer service experience both in person and on the phone in a museum, attraction or hospitality setting.

· Requires data entry experience with an attention to detail and accuracy.

· Requires basic computer proficiency (Microsoft Office Suite, email, CRM systems)

· Requires the temperament to work in fast-paced work environment under frequently changing conditions.

· Requires excellent oral and written communications skills.

· Must be able to read, write, and communicate effectively in English to perform essential job duties.

· Requires ability to articulate mission in a concise and compelling manner.

· Requires ability to consistently communicate friendly, effectively and in a professional manner with a diverse array of guests, vendors, partners and colleagues. 

· Requires ability to work effectively both independently and as part of a team environment.

· Requires ability to multitask, prioritize, and remain productive despite frequent interruptions

· Requires regular and consistent attendance.

Working Conditions

· Ability to work varied shifts and extended hours, including evenings, weekends, and holidays.

· Ability to work outdoors in seasonal desert weather conditions with  frequent exposure to bright, flashing lights and illuminated signage as part of the Museum’s Collection.

· Ability to work indoors in a climate-controlled environment and in close proximity to other people, sitting / standing for long periods of time.

· Frequent use of a computer, keyboard, telephone, and headset.

· Ability to occasionally lift 20 pounds.

· Frequent use of a computer, keyboard, telephone  and other office equipment, knowledge.

· Occasional standing and walking on uneven surfaces (gravel, pavement, etc.). 

Work Schedule

· Part-Time.

· Requires on-call/on-duty work as needed.

· May include evenings, weekends, or holidays based on business needs.

Compensation

· Hourly pay: $15 per hour

· Eligible for overtime in accordance with Nevada wage and hour laws

This job description is not intended to be all-inclusive. The employee may perform other related duties as required to meet the ongoing business needs of the Museum.

Benefits

• Subsidized employee health insurance, including dental and vision coverage for full time employees only, eligible to enroll on the first of the month following 30-days of continuous employment.

• Employer-contributed 403(b) retirement plan for all employees after completing 30-days of continuous employment.

• Fifteen days paid vacation annually for full time employees increasing with tenure.

• Additional 10 days observed paid holidays per annum for full time employees.

• Paid sick leave for all employees.

• Museum store discount and other discount programs for all employees.

• Counseling and advice benefits for all employees.

• Employee complimentary museum ticket program for friends and family. 

Our Mission

The Neon Museum illuminates the cultural essence of Las Vegas by sharing iconic signage, diverse collections, and stories that define its vibrant past, present, and future.

Our Values

Our work ethic is underpinned by our three values:

• Create a sense of belonging for everyone. 

• Promote scholarship through our work and collaboration. 

• Offer fun engagement for everyone that reflects the spirit of Las Vegas. 

• Demonstrate excellence.