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Overview
Under the direction of the Center for Brooklyn History Director, the Welcome Services Coordinator at CBH is responsible for visitor experience, customer service, wayfinding, information assistance, and, in collaboration with the Senior Manager of E-Commerce & Operations, retail operations at The Shop at CBH. The Welcome Services Coordinator will manage the hiring, training, scheduling, supervising, and motivating a Part-Time staff of 5-6 Welcome Associates and, in collaboration with the Department of Volunteer Services, a group of consistent volunteers.
This position is focused on maximizing customer satisfaction and providing key information and support to a wide variety of audiences, including:
• Patrons visiting the Othmer Library to meet with staff, conduct research, use its space for quiet work or simply take in the architecture of the space;
• Locals and tourists visiting Brooklyn Is… and other exhibits, and those who are interested in the history and architecture of 128 Pierrepont Street;
• Patrons using the Great Hall for work or meetings;
• Shoppers and browsers at the CBH store;
• School groups and students participating in class visits and educational programs;
• Attendees to public programs and special events in the Great Hall or Othmer
• Vendors, delivery and other related service personnel who are visiting CBH in an official capacity
Responsibilities
Management of the Welcome Center:
• Lead a team of 5-6 Part-Time Welcome Associates, providing direction and support to ensure exceptional customer service. Recruit, hire, train, and motivate new staff as needed
• Manage scheduling, timesheets, and reviews of Welcome Desk Associates and volunteers for regular hours and for public programs and special events
• Update and maintain the Welcome Services manual while regularly conducting training sessions and performance evaluations to enhance staff skills and performance
• Review and approve timesheets using the payroll system, ensuring accuracy in payroll processing
• Maintain an orderly and attractive Welcome Center, including ensuring an adequate and relevant inventory of Welcome Desk supplies
• Coordinate with and support set-up and operations of public programs, special events and rentals on the ground floor
• Generate regular reports of visitors and shop sales for CBH Director and BPL Leadership including the CBH Committee
• In collaboration with the Director, create and execute surveys to track usage of the space and to ensure visitor satisfaction
• In collaboration with the Department of Volunteer Services, train and manage volunteers who assist at the Welcome Desk and with tours
• Answer telephone and direct calls as needed; maintain shared phone and email mailboxes
Information and Wayfinding:
• Ensure that part-time staff and volunteers are trained and knowledgeable on a range of tasks and information related to CBH services, including the physical and digital CBH collections; CBH research opportunities; current exhibits; the history and architecture of 128 Pierrepont Street; CBH public programs; as well as information pertaining to Brooklyn Public Library
• Working with the Chief Historian and Assistant Director for Collections and Programs, develop public tours of the building and exhibits, as well as content for digital tours like Bloomberg Connects
• Train Welcome Associates and volunteers to provide information and to give tours
• Ensure that all service points are stocked with up to date and relevant fliers, pamphlets and guides
• Work with CBH Director, CBH Administrative staff, and Marketing and Communications team to ensure adequate signage and promotional materials are available to assist CBH visitors
• Accept BPL book returns and coordinate pick-up with BookOps, BPL’s; book processing center
• Maintain detailed knowledge of Brooklyn Heights Library programs and services; collaborate with Brooklyn Heights Library staff to provide complementary service across BPL’s Brooklyn Heights campus
Retail Operations:
• In collaboration with the Senior Manager for E-Commerce and Operations, maintain the daily operations of The Shop at CBH, including managing the point-of-sale system, providing customer service and restocking
• Train part-time staff in the POS system, how to take and ship orders made on the website and about shop inventory
• Ensure excellent customer service in the Shop at CBH, engaging directly with customers and staff to drive sales and maintain quality service
• Assist in reporting sales and revenue and in meeting monthly sales goals
Qualifications
• Bachelor’s degree preferred; Associate’s degree accepted
• Minimum of 3 years’ experience in admissions/customer service and/or retail management
• Strong customer service skills and courteous, professional manner
• Ease with dealing with the public and with leading tours
• Highly organized and detail oriented
• Ability to work collaboratively as part of a diverse team of professionals, including archivists, librarians, historians, custodians, maintainers, security personnel and catering staff
• Flexibility, problem-solving skills and ability to adapt to changing needs.
• Interest in working at an institution devoted to research and public history
• Excellent computer skills, including Microsoft Office; experience with Shopify a plus
• 35 hours per week onsite at CBH; must be able to work varied schedule, including some evenings and weekends
This is a non-union, exempt position. The salary range for this position is $50,000-55,000. Please submit a cover letter along with your application.
