Senior Visitor Services Representative

Job description

Organization: Illinois Holocaust Museum & Education Center (IHMEC) Location: Skokie, IL and Chicago, IL Hourly Rate: $25/hour IHMEC honors Survivors and victims of the Holocaust by teaching universal lessons that combat hatred, prejudice, and indifference. The Museum activates this mission through world-class exhibitions, public programming, and educational initiatives to equip audiences with knowledge, skills, and courage to take a stand for humanity. The Position: The Senior Visitor Services Representative plays a key leadership role in ensuring an exceptional visitor experience, fostering a welcoming environment, and maintaining efficient daily operations. As a demonstrated leader, this position will be involved in all aspects of the Museum's front-line operations — including Admissions, Information Desk, Membership Desk, Holographic Theater, Virtual Reality Gallery, and the Legacy Shop. The Senior VSR mentors the Visitor Services team, setting a positive example in professionalism, customer service, and teamwork. This position also oversees retail operations, including purchasing, merchandising, and restocking. This is a non-exempt, full-time onsite position that requires weekend and occasional evening availability. Specific Responsibilities: Visitor Services Operations: - Mentor and support the Visitor Services team to ensure smooth, efficient daily operations - Train and support staff and volunteers in visitor engagement and operational procedures - Provide exemplary customer service to all visitors - Process admission tickets, memberships, and merchandise sales - Execute opening and closing procedures - Stay current on Museum exhibitions, events, and programming - Manage Visitor Services and Retail email accounts Retail & Shopify Management: - Oversee retail operations, including processing purchase orders and receiving inventory - Monitor stock levels and place reorders to maintain appropriate inventory - Ensure all merchandise is entered, tagged, restocked, and attractively merchandised - Support the online store by updating products, managing fulfillment, and maintaining accurate listings Leadership & Team Development: - Lead by example in professionalism, communication, and problem-solving - Serve as a team trainer and mentor to maintain high performance and morale - Assist in recruitment, onboarding, and training of new team members Qualifications: - High School diploma or equivalent required - Previous museum, customer service, or hospitality experience required - Previous leadership experience preferred - Proficiency in Microsoft Office - Ability to engage with a diverse audience Benefits: Accrued vacation, sick time, and one floating holiday.