Support Associate #107 bei Museum of Science

Who We Are 

As science and technology increasingly shape our lives, the Museum of Science strives to equip and inspire everyone to use science for the global good while keeping up with the pace of change.   Among the world’s largest science centers and New England’s most attended cultural institution, we engage nearly five million people a year – at Science Park and in museums around the world, in classrooms, and online. 

The Museum’s singular location connecting Boston and Cambridge puts us at the junction of some of the world’s most influential academic institutions and industries, local and state government, schools, and the public. Trusted by each sector, we are ideally positioned to convene, inspire, and create meaningful experiences for all.  Come join us on our mission to inspire a lifelong love of science in everyone and living our vision for a world where science belongs to each of us for the good of all of us. 

Why We Need You 

We need you to bring your guest experience, care, and expertise to our Visitor Services team.  Supporting Leadership, training and motivating staff, and ensuring seamless daily operations across all venues.  By creating inclusive experiences, resolving challenges, and driving engagement and sales, you will help strengthen the Museum’s brand and reputation.  Your work will not only contribute to today’s success but also build the foundation for the Museum’s future excellence.   

What You will Accomplish 

• Support and assist departmental Supervisors and management team by creating the daily coverage schedule, assisting with cash-outs while upholding revenue control policies and procedures, creating training tools, conducting training sessions, and providing positive support for Visitor Services staff identifying recognizing staff success, and troubleshooting  while resolving escalated customer service issues as necessary in all locations to ensure the successful operation of the department.  Working with the Visitor Services Leadership to engage, support, motivate and mentor staff to meet services and sales goals and the overall success of the department’s operation. 

• Provide exceptional guest service by offering accurate information in a friendly and helpful manner.  Actively listen to and address guests’ needs, resolving issues promptly and seeking supervisor support when necessary.  Service as positive representative of the Visitor Services Department and the Museum, taking responsibility to create a welcoming and inclusive experience for all guests.  Lead by example, demonstrating professionalism, care and a commitment to excellence.   

• Deliver exceptional guest experience by performing the full range of Sales, Operations Representative, Information Desk duties and support guest engagement experiences.  Drive engagement and revenue by selling tickets, memberships, renewals and venue offerings, while proactively suggesting opportunities to enhance guest value.  Ensure smooth operations across Exhibit Halls, Theaters, School Groups, Information Desk and Special Events, creating welcoming and efficient, and memorable experiences for all visitors.   

• Maintain a high degree of proficiency in the operation of the Museum’s CRM/ticketing system, other systems, theater equipment, and all related business processes and procedures to provide training and troubleshooting for other departmental staff.   

• Perform other work-related duties as required by Visitor Services Leadership. 

Schedule: Friday-9:30am-5:00pm, Saturday-8:45am-5:15pm, Sunday-8:45am-5:15pm and Monday-8:30am-5:00pm

What We Are Looking For (Competencies) 

• Professional Integrity: Ability to carry out professional activities honestly, respectfully, and ethically. To engender a climate of trust and fairness in all dealings with colleagues and the public within and outside the institution. 

• Calm under pressure: Maintains stable performance when under heavy pressure or stress.  Experience in high guest volume, fast-paced settings.  Proven experience multi-tasking in a calm and efficient manner. 

• Enthusiasm: Exhibits passion and excitement over work. Has a can-do attitude.  Ability to match guest interest to Museum offerings and effectively upsell additional offerings to meet sales goals. 

• Attention to detail: Does not let important details slip through the cracks or derail a project.   

How We Work-Our Values 

Everyone: We are everyone’s museum.  We pursue equity and celebrate every person for who they are. We foster an inclusive environment in which we value and respect diversity. 

Service: We serve our colleagues and community.  We hold ourselves accountable to be a trustworthy public resource, and to support a sustainable, just and evidence-based future.  

Learning: We love learning.  We are curious about the world and want to share our joy and wonder with others.  We value open minds and recognize that everyone has more to explore, discover and create. 

Connection: We find strength in connections.  We collaborate across communities, organizations and disciplines to make science relevant and accessible to all. 

Boldness: We dream big.  We boldly push ourselves forward, pursuing new ideas and challenges.  We experiment and learn from our failures as we seek to inspire purpose, spark imagination and encourage hope.