Position Information

Title: Visitor Engagement Associate – Level 1
Status: Part-Time Hourly – Seasonal
Compensation: $11/hour
Reports to: Visitor Engagement Supervisor

Summary

The Visitor Engagement Associate (Level 1) fosters an inviting and engaging front-line visitor
experience while maintaining essential components of Museum operations. The Visitor
Engagement Associate proactively interacts with visitors to ensure high levels of customer service and satisfaction. As part of the Visitor Engagement team, the Visitor Engagement Associate ensures smooth operation of front desk operations, retail functions, and general visitor safety and site security.

The Department of Visitor Engagement delivers an exceptional visitor experience that meets the
needs and expectations of on-site visitors. Our department is responsible for everything that
pertains to the face-to-face delivery of information, orientation, interpretation, and sales at the
Museum. Encounters with the public take many forms and include front desk operations, booked
group programs, guided tours, informal interpretation, public programs, and special events.
The American Civil War Museum is proud to be an Equal Opportunity Employer committed to
diversity and inclusion. Candidates who bring diverse experiences, perspectives, and talents are
especially encouraged to apply. We believe that an inclusive culture among our staff is critical to
implementing our mission to understand the Civil War era’s history and its impact on our lives
today.

The American Civil War Museum is a national resource for connecting people to the history and
legacies of the American Civil War. Our vast collection of artifacts provides the backdrop for the
stories we share. With locations in Richmond, VA and Appomattox, VA, the Museum explores the stories of the Civil War era through our award-winning exhibits and programs. Visit us at
acwm.org to find out more.

Duties and Responsibilities

Visitor Services  

  • Greets, welcomes, and provides an orientation to our visitors.
  • Projects a positive image, serving as an ambassador for the Museum. 
  • Operates our front desk including ticket sales and retail gift shop sales utilizing a Point of Sale  (POS) register. 
  • Supports the overall visitor experience of the Museum by providing exceptional customer service, including concierge services such as directions and recommendations for other amenities in the local community, and other sites for arts, culture, and history in our community. 
  • Upsells membership to the Museum to visitors with an appropriate script. 

Interpretation/Education  

  • Answers and interprets visitor questions about the history of the Museum and local historic sites.  
  • Continues to enhance personal knowledge of the Civil War, including reading established and emerging scholarship on the causes, course, and consequences of the Civil War and its legacies. 

Retail  

  • Replenishes inventory. 
  • Engages with visitors in the gift shop and assists visitors with their purchases. 

Operations & Administration  

  • Collects and compiles visitor surveys and data as required. 
  • Monitors the site and exhibits for general visitor safety and security. 
  • Participates regularly in department meetings and staff meetings. 
  • Collaborates with internal and external stakeholders in a professional and courteous manner,  including colleagues in other departments, volunteers, interns, and collaborators in the community. 
  • Assists Museum administration with basic tasks as needed.
  • Understands and implements emergency procedures to ensure the safety of our guests and staff if necessary. 
  • Other duties or projects as assigned.

Required Qualifications

  • A minimum of a high school diploma.
  • Superior public communications skills, including an enthusiastic willingness to interact with visitors of all ages, backgrounds, and abilities.
  • Demonstrated experience communicating with a variety of public audiences in either formal or informal settings.
  • Excellent customer service skills.
  • Works well under pressure, remains professional in intense situations, and maintains composure.
  • Eagerness to learn.
  • Ability to work creatively and effectively as a member of a team.
  • Ability to adapt quickly and positively to changing circumstances.
  • Ability to work a flexible schedule, which regularly includes weekends, evenings, and holidays.
  • Approximately 20-25 hours weekly (2-4 7-hour days/week)
  • Ability to perform physical tasks associated with the position, with or without reasonable accommodations:
    • Ability to lift up to 40 lbs. on a regular basis.
    • Ability to climb stairs.
    • Ability to stand for extended periods.
    • Ability to work indoors and outdoors in varied weather conditions.

Preferred Qualifications

  • Some college experience (or equivalent) in History, Education, Museum Studies, or related field.
  • Demonstrated excellent front-line customer service experience at a museum, historic site, or public-facing environment.
  • Demonstrated experience presenting programs at a museum or historic site setting, or classroom teaching experience.
  • Demonstrated experience providing engaging educational experiences to a wide variety of audiences using hands-on activities or other interpretive techniques.
  • Demonstrated passion for History, Education, and/or Interpretation.
  • Demonstrated experience with a Point of Sale (POS) system
  • Substantial knowledge of nineteenth-century American social and Civil War history developed through formal education, professional experience, or personal study.

To apply, please send a letter of interest and resume to Bob Sayre, Director of Visitor
Engagement at [email protected].