Position Information

Title: Visitor Engagement Associate – Level 2
Status: Part-Time, Hourly
Compensation: $12/hour
Reports to: Visitor Engagement Supervisor

SUMMARY

The Visitor Engagement Associate (Level 2) fosters an inviting and engaging front-line visitor experience while maintaining essential components of Museum operations.  As part of the Visitor Engagement team, the Visitor Engagement Associate proactively interacts with visitors to ensure high levels of customer service and satisfaction, while ensuring smooth operation of front desk operations, retail functions, public program and interpretation execution, and general visitor safety and site security.  The Visitor Engagement Associate (Level 2) specializes in facilitating engaging interpretive programs for public audiences of all ages and backgrounds. 

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.

DUTIES AND RESPONSIBILITIES

Interpretation/Education 

  • Presents formal and informal interpretive programs using a wide variety of techniques tailored to each audience’s age, background, interests, and needs.  Comfortable using appropriate hands-on activities to engage visitors, including offerings for family audiences, student field trips, adult tours, and general public visitors.  
  • Delivers interpretive content using a wide variety of techniques tailored to each audience’s age, background, interests, and needs.  
  • Answers visitor questions and interprets the history of the Museum, local historic sites, and the Civil War.  
  • 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.

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.


Retail 

  • Replenishes inventory.
  • Maintains our retail store’s clean and neat appearance, and assists with remerchandising as directed.
  • Engages with visitors in the gift shop and assists visitors with their purchases.


Operations & Administration 

  • Monitors the site and exhibits for general visitor safety and security.
  • Assists with the compilation and analysis of visitor statistics including attendance records and visitor surveys and the reconciliation of bi-weekly income accounting reports.
  • Participates regularly in department meetings and staff meetings.
  • Contributes to planning teams and committees for larger Museum projects as needed.
  • 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, with some college (or equivalent) experience.
  • Superior public communications skills, including an enthusiastic willingness to interact with visitors of all ages, backgrounds, and abilities.
  • 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.
  • Superior public communication skills.
  • Excellent customer service skills.
  • Ability to manage multiple projects with concurrent deadlines.
  • Ability to work both independently and collaboratively.
  • 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, holidays, and an occasional evening.  Approximately 20-25 hours weekly (2 to 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

  • Bachelor’s degree 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 in teaching in a formal or informal learning environment or format.
  • 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]