Overview
Overview
The Center for Brooklyn History (CBH) at Brooklyn Public Library seeks an enthusiastic, collaborative, and reliable part-time Lead Welcome Associate with exceptional customer service skills to join our Welcome Services team.
The Lead Welcome Associate assists the Welcome Services Coordinator with training, scheduling, managing, and supervising Welcome Associates. Like other Welcome Associates, the Lead Welcome Associate greets patrons, orients patrons to the Center, answers patron inquiries, assists with wayfinding, facilitates retail transactions, and is committed to creating a welcoming, safe, and engaging environment for all patrons.
Drawing on its unique collection of physical and digital primary source materials and artifacts, the Center for Brooklyn History inspires discovery, advances research, and preserves the history and cultural heritage of Brooklyn’s diverse communities. As a part of Brooklyn Public Library, CBH is free and open to all visitors, including not just scholars and students of Brooklyn history but those looking for a contemplative place to work or read.
The Lead Welcome Associate reports to the Welcome Services Coordinator. This is a part-time position, up to 19 hours per week, with regular hours Tuesday through Saturday. The Lead Welcome Associate is required to work on Saturdays. Shifts are scheduled during the Center’s open hours and during evening programs, special events, and film shoots.
Responsibilities
The Lead Welcome Associate has demonstrated experience engaging with the public, providing excellent customer service, and working in a collaborative team environment. The Lead Welcome Associate is committed to helping make Brooklyn history accessible to patrons from across the borough.
Reporting to the Welcome Services Coordinator, and in collaboration with volunteer Welcome Ambassadors and the Director of Programs, The Lead Welcome Associate will:
- Serve as a backup supervisor for Welcome Associates when the Welcome Services Coordinator is offsite
- Help train Welcome Associates, manage weekly/monthly staffing schedules, and upkeep inventory for the Welcome Desk
- Assist in maintaining, updating, and disseminating service plans, training materials, and other important information to Welcome Associates
- Participate in weekly meetings with the Welcome Services Coordinator
- Create a welcoming experience for patrons, greeting them and orienting them to the Center
- Distribute welcome guides, self-guided building tours, and other materials to patrons
- Provide wayfinding and other information regarding the building’s amenities, spaces, exhibitions, collections, public programs, and special events
- Navigate CBH/BPL’s website, Intranet, events calendar, and other digital assets to answer patron inquiries
- Monitor the retail space and conduct daily retail operations such as sales, cash handling, and POS systems
- Maintain the retail space by straightening, organizing, and restocking merchandise
- Assist with daily set up of the retail space and preparation for programs and events by moving, arranging, and storing furniture (25 lbs. max)
- Staff the Welcome Desk during after-hours programs and events hosted at CBH, checking registration, distributing printed materials, and providing directional support
- Answer phone calls to the Center, respond to routine inquiries, and directs calls to the appropriate department or staff member as necessary
- Distribute assistive listening devices, noise-cancelling headphones, large print exhibition text, multilingual audio guides, and other exhibition aids that promote equity, inclusion, and accessibility
- Attend meetings and trainings to promote professional growth in areas such as customer service, museum engagement, and Brooklyn history
- Accurately conduct opening and closing procedures, including generating reports of visitors, revenue, and sales
- Maintain clean and well-organized storage areas at the Welcome Desk
- Communicate customer service issues and challenges to the Welcome Services Coordinator
- Explain and enforce health and safety procedures as needed
Qualifications
- Excellent customer service, interpersonal, and communication skills
- Strong problem-solving, decision-making, and discernment skills
- Commitment to diversity, equity, accessibility, and inclusion
- Highly organized and detail-oriented with the ability to multitask
- Must be responsible, dependable, and punctual
- Must be able to work in a collaborative team environment
- Adaptability and flexibility
- Strong computer skills, including Microsoft Office and Internet research, and the ability to learn new software quickly
- Previous customer service experience required
- Retail or cashier experience preferred
- Proficiency in world languages preferred
- Public-facing experience in a library, museum, or other cultural organization a plus
- Knowledge of and enthusiasm for Brooklyn history a plus
- H.S. diploma or equivalent required
- Minimum age to work is 18 years old
- Some lifting and/or carrying of objects weighing up to 25 lbs.
- Must be available to work on Saturdays