Visitor Services Supervisor

Duke University:

Duke University was created in 1924 through an indenture of trust by James Buchanan Duke. Today, Duke is regarded as one of America’s leading research universities. Located in Durham, North Carolina, Duke is positioned in the heart of the Research Triangle, which is ranked annually as one of the best places in the country to work and live. Duke has more than 15,000 students who study and conduct research in its 10 undergraduate, graduate and professional schools. With about 40,000 employees, Duke is the third largest private employer in North Carolina, and it now has international programs in more than 150 countries.

Position Description: 

The Nasher Museum of Art at Duke University seeks a Visitor Services Supervisor who engages with museum visitors and guests. Working both independently and collaboratively, this position aims to ensure a positive visitor experience, excellent customer service, and efficient processes for all guests. The Visitor Services Supervisor works with professional museum staff and expert art educators to deliver a positive and informed visitor experience while furthering their art history knowledge (with emphasis on modern/contemporary art), developing their customer service skills, and participating in the daily operations of a visual arts museum.

This non-exempt position is full-time and benefits-eligible.

Responsibilities:

• Supervise daily operations, including opening and closing procedures
  • Visitor counts, calendars, main phone line
  • Develop and update Visitor Services policies, and procedures, and training manual
  • Oversee processes for guest feedback
  • Maintain inventory of supplies at the reception desk
• Provide on-site supervision to Visitor Services Representatives:
  • Coordinate weekly schedules and absences, assign daily tasks and work priorities
  • Create, organize, and provide training including onboarding, annual job training, and quarterly front-line training
  • Facilitate corrective action processes with Visitor and Security Services Manager
• Offer exceptional customer service to guests including:
  • Share information on the museum’s exhibitions, events, collection, and policies
  • Offer hands-on assistance to special needs or handicapped visitors, including operating the golf cart
  • Provide information and instructions to unscheduled groups and tours
  • Encourage visitor engagement through event, marketing, and membership opportunities
  • Assist with parking issues as needed
• Participate in educational, exhibition, and staff opportunities
  • Attend trainings and departmental meetings as assigned
  • Research artists, read prepared materials, attend group tour

• Promote ADA compliance
  • Distinguish service animals
  • Utilize golf cart or other mobility tools to ensure safety for mobility challenged visitors
  • Create and distribute large font description booklets for each new exhibition
  • Ensure building access is in accordance with ADA compliance
• Maintain the safety and cleanliness of the Great Hall and pavilions including:
  • Notify housekeeping to areas that need attention
  • Ensuring printed materials in galleries are clean and usable, requesting new materials when needed.
• Perform other duties as assigned

Schedule

• Work a flexible schedule, including weekends and special/after-hours events as needed

Minimum Qualifications:

• Work requires knowledge of basic customer service and communications principles normally acquired through two years of postsecondary education.
• Work generally requires two years of customer service, hospitality, and/or museum experience to acquire skills in administrative or project research responsibilities as well as accepted office organization, communications and research practices.

Knowledge, Skills and Ability:

• Must be reliable, responsible, proactive, and communicative
• Strong desire to interact with the public and assist visitors from diverse backgrounds, remaining courteous, professional, patient, and respectful at all times
• Excellent interpersonal and communication skills required with the ability to clearly speak and understand the English language
  • Bi-lingual a plus
• Ability and eagerness to work with diverse audience/staff
• Ability to lead by example
• A background or experience with Art History or Visual Arts preferred.
• Experience using personal computers with knowledge of Microsoft Office programs is required, and experience using Adobe InDesign is preferred.
• Current drivers license

Anticipated Pay Range:

Duke University provides an annual base salary range for this position as USD $18.56 to USD $27.54.  Duke University considers factors such as (but not limited to) scope and responsibilities of the position; candidate's work experience, education/training, and key skills; internal peer equity; as well as market and organizational considerations when extending an offer.

Your total compensation goes beyond the dollars on your pay check.  Duke provides comprehensive and competitive medical and dental care programs, generous retirement benefits, and a wide array of family-friendly and cultural programs to eligible team members. Learn more at: https://hr.duke.edu/benefits/

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/ or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Minimum Qualifications

Education

Work requires knowledge of basic mathematical, research and communications principles normally acquired through two years of post secondary education.

Experience

Work generally requires three years of clerical or research experience to acquire skills in administrative or project research responsibilities as well as accepted office organization,communications and research practices. A bachelor's degree in a field of study directly related to the specific position may be substituted for the education and two years of the experience requirement.OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.