Customer Support Associate

About the role
Museum Experience Associate is a staff member responsible for creating a positive and engaging environment for children and families visiting a children's museum. The primary role of an Experience Associate revolves around facilitating interactive, empathetic, thoughtful & joyful educational experiences for visitors, primarily children of various ages.

Key responsibilities
Guest experience and visitor engagement service
- Be an ambassador for MuSo; ensure that every guest's experience at MuSo meets or exceeds expectations, specifically through inclusive, culturally appropriate, positive and memorable interactions with a friendly and sincere approach.
- Treat every guest with respect and provide friendly, courteous communication by orienting them to the building and informing them of the exhibit’s areas and programs.
- Provide excellent guest service, and facilitate guests' experience and journey through a proactive and thoughtful interaction.
- Contribute to a positive, team-based, and guest-first centric culture.
- Attend guest queries/complaints. Amicably resolve matters with dissatisfied guests.
- Manage any situation with overcrowding in relation to the maximum capacity of the area or around a particular exhibit.
- Comfortably facilitate and manage exhibits spaces and components.
- Collect and communicate guests' feedback and suggestions.
- Follow and perform the daily opening/closing protocols and procedures including (without limitation) routine cleaning, restocking, and preparation of program materials.

Exhibit area & Knowledge
- Have an honest and comprehensive understanding of MuSo’s philosophy and developmental, pedagogical, and other learning objectives
- Develop a deep understanding of the learning opportunities for each exhibit and entire gallery as well
- Understand and stay current with the exhibit and program initiatives
- Participate in training programs designed to enhance interaction with guests.
- Working collaboratively with other museum staff to ensure the smooth operation of the facility (and each and every gallery/corner) within the premises is highly presentable (clean, tidy, supplies in proper place, well organized, properly maintained, etc.)
- Keeping the inventory records of consumables & props used in the exhibits
- Promoting museum memberships, special offers, and merchandise to visitors.
Schools, Events & Workshops
- Conducting scheduled educational programs, workshops, or demonstrations that align with the museum's mission and educational goals.
- Manage groups of children from schools, birthday parties and other special activities.

Safety / Security
- Provide a safe environment for all guests, specifically for the children.
- Communicate any safety/ performance issues regarding exhibits components
- Adhere to all policies and procedures of MuSo.
- Assist guests in case of an incident or an emergency situation
- Take ownership of the safety of the facility and report and follow up on any repairs, or changes needed
- Attend training and be prepared to perform emergency procedures (i.e. fire evacuation, accident reporting, etc)

Other Responsibilities
- Working with other colleagues, proactively contribute to the success of any special events and programs
- Work effectively with volunteers/ temporary staff (many of whom are expected to be students who are not likely to have extensive work experience)
- Perform other duties and be involved in projects and activities that contribute to the achievement of MuSo’s objectives

Traits & Characteristics
- Self-starter and self-motivated; thrives working in a team-oriented and collaborative environment
- Lots of positive energy; respectful of diversity; patient; empathetic; friendly; kind
- Interest and enthusiasm for working with children and families
- Adaptable to perform a variety of duties
- Excellent communication skills and ability to interact positively with children, adults, and large groups
- Experience working in a fast-paced, high-volume environment
- Ability to work with diverse staff and guests.

Physical Demands
- This position requires the ability to do one or more of the following throughout the day: stand, sit, walk, bend, and reach above and below shoulder level, carrying objects of differing sizes. Involves frequent repetitive motion.
- The noise level in the work environment is highly variable, from quiet to loud.
- The working timings include morning and/or evening shifts. Weekends and holidays work are required.
- Uniform/dress code required.

Required Qualifications
- Bachelor's degree in a relevant field such as Museum operations, Retail operations
- Advanced course or experience in Customer service, museum operations, retail operations, hospitality
- Prior experience working with children in Amusement parks, recreational, or museums.
- Experience working with young children (ages 1-18) and their families in recreational settings, after school programs or classrooms.
- Excellent grasp of