Visitor Services Lead Supervisor

About the Clark

The Clark is a leading cultural institution and actively seeks employees who are energized and motivated by its dual mission as an art museum and a center for research and higher education, dedicated to advancing and extending the public understanding of art. The Clark’s mission and its geographical location define three essential aspects of its character and identity: the quality of its art, the beauty of its pastoral setting, and the depth of its commitment to the generation of ideas. Clark employees enjoy the opportunity to live and work in the Berkshires of Western Massachusetts, a place of rich natural beauty, a dynamic environment defined by its deep cultural resources, and a region that is growing as both a center of innovation and a major tourist destination. Position Summary

Under the supervision of the Director of Visitor Experience, this full-time position plans, oversees, and takes ownership of all Visitor Services operations at the Clark from the box office and admission ticketing initiatives to parking and transportation needs. This position supervises the visitor services team with multiple responsibility levels within that team.

Major Duties and Responsibilities (Essential Functions)

• Supervises the Visitor Services team including but not limited to biweekly schedules, policy creation and enforcement, timesheet approvals and submission, daily floor operations.
• Oversees ticket and membership sales.
• Work closely with Advancement/Membership and Division of Learning and Engagement departments to support events and programs.
• Reconcile ticket sales and ensure reports and deposits are accurate.
• Investigate any anomalies in sales or deposits.
• Recruiting and hiring staff for visitor services needs, both year-round and seasonal.
• Plan and implement training and engagement for the staff.
• Assist the Director of Visitor Experience with established pass programs from free initiatives to paid programs.
• Respond to visitor complaints or escalate to the Director of Visitor Experience.
• Work with the Director of Visitor Experience to develop and implement visitor feedback programs.
• Evaluate and resolve concerns from the team.
• Supervise the Transportation Coordinator and support transportation needs.
• Supervise the Volunteer Coordinator and support volunteer program needs.
• Assist the Director of Visitor Experience with 2-3 medium to large events per year with the support of the team.

Hourly Rate Range: $19.65-$21.75

Minimum Qualifications

Education, Training, and Skills

• High school education or equivalent required; bachelor's degree preferred.
• Must have a valid driver’s license and be able to operate golf carts and accessible shuttle.
• Ability to work independently and within a team.
• Excellent problem-solving skills with an eye for detail and improvement.
• Ability to be warm and welcoming to people from all backgrounds.
• Knowledge of ticketing systems, hospitality, and front-of-house operations; experience with Tessitura or other CRM.
• Commitment to the values of diversity, equity, inclusion and accessibility.
• Polished appearance with strong written and verbal skills.

Work Experience

• 2 years of experience in front-facing customer service work.
• 1 year of supervisory experience preferred.
• 1 year of ticketing or box office experience preferred.

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: Moderate physical exertion required, including the ability to work standing for between four and eight hours a day in all weather conditions and the ability to lift up to 30 pounds occasionally.
• Work Environment: Work will be performed in varied environments, inside and outside, noisy and quiet, seated or standing for hours at a time.
• Transportation: Must have reliable transportation and can make a reasonable effort to come to work in all weather conditions.

Employment at the Clark is contingent on the verification of background information submitted by the applicant.

The Clark is an equal opportunity employer, and is committed to the principles of diversity, equity, inclusion, and accessibility (DEIA) . We strongly encourage applications from individuals from all identities and backgrounds.

The Clark provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression or transgender status, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, leaves of absence, compensation and training.

The Clark considers equivalent combinations of experience and education for certain jobs. All candidates who believe they possess equivalent experience and education are encouraged to apply.