Visitor Insights Specialist
$52,369–$52,369 year
On-siteOakland, California, United States
Job Summary
Welcome visitors into the galleries and garden, providing high-level customer service, wayfinding assistance, and de-escalation for distressed patrons. Assess gallery conditions to ensure visitor and collection safety, monitor interactive technology, and tidy hands-on exhibit elements. Facilitate visitor exploration through interpretive prompts rather than direct information delivery, while systematically recording and analyzing complaints, kudos, and issues using VIS protocols. Collect and process visitor surveys, conduct interviews and observations, code quantitative and qualitative data, and draft recaps to inform future museum initiatives. Work a flexible schedule including evenings and weekends, traveling between OMCA locations as needed.
Required Qualifications
- 1-2 years experience in customer service, hospitality, guest relations, or related field
- English language proficiency in both spoken and written form
- Ability to display and encourage visitor and internal customer service
- Ability to communicate in a clear and positive manner in chaotic surroundings
- Attention to detail and ability to follow data collection and entry protocols without deviation
- Ability to develop rapport with strangers to fulfill project and Museum objectives
- Critical thinking and ability to be responsive to verbal and non-verbal cues in interviews
- Analytical skills to assess problems and determine solutions
- Knowledge of MS Office (Word, Excel, PowerPoint)
- Knowledge of Google applications (Sheets, Docs, Slides, Forms, Data Studio)
- Experience with digital devices (iPads, audio recorder) for data collection
- Ability to travel between OMCA locations, and other travel as required by position responsibilities
- Ability to work a flexible schedule, including evenings and weekends
Desired Qualifications
- a second language (particularly Spanish or Chinese) highly desirable
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