Institute of Contemporary Art Boston

25 Harbor Shore Drive
Boston, MA 02210

Date Posted:
May 03, 2021

Eastern Massachusetts



Visitor Services Associate


Overview:The Visitor Services Associate will provide exceptional customer service to all visitors to the ICA. The ideal candidate will welcome visitors and provide information about the museum, sell general admission, events and theater performance tickets, as well as promote and sell memberships on-site, perform cashiering, cash-handling, and other daily tasks. Evenings, weekends and holiday availability required.

Primary responsibilities include, but are not limited to:

· Provide a friendly and enthusiastic attitude and represent the ICA in a professional and positive manner while selling and processing general admission, event, and performance tickets

· Actively promote and sell ICA Memberships; assist with on-site membership processing

· Capture visitor zip codes and email information at check-in

· Provide general information and respond to visitors’ requests for museum information about the facilities, fees, membership information, and other inquiries in order to assist visitors in their use and enjoyment of the ICA

· Perform all opening and closing responsibilities and tasks related to admissions and box office

· Prepare and process group visits and tours, keep informed of exhibitions and events

· Maintain a neat, organized, and stocked work space

· Respond to phone calls and email inquiries, and forwarding to applicable departments when necessary

· Engage in visitor feedback and resolve visitor concerns including processing refunds as needed

· Manage and direct visitor foot traffic to prevent overcrowding in lobby area

· Access safe, set up cash drawers, and make change during opening

· Assume responsibility for all transactions during shift; return cash drawers and bank change to safe at close, go to bank for change as needed

· Follow and enforce guidelines, policies, and procedures set forth by the ICA and the Associate Director of Visitor Services

· Attend quarterly staff meetings

· Rotate to shift leader as assigned to lead daily tasks and handle opening and closing duties as scheduled

· Communicate with gallery and security supervisors when necessary

· Assist with troubleshooting technical issues and Tessitura operations

· Complete daily tasks as assigned by shift leader

· Process donation requests, run event sales reports, and log museum attendance

· Other duties as assigned

· Must be able to work a flexible schedule including evenings, weekends, and occasional holidays


· Exceptional customer service and communication skills

· Possess the ability to remain composed in fast-paced environment, use good judgement and respond effectively to visitor concerns

· A self-starting attitude with the initiative to keep oneself informed and on-task

· Ability to work well both with a team and independently

· Possess the ability to troubleshoot issues and respond effectively during high-volume times

· Must be reliable, punctual and honest, with a team player attitude

· Must be able to work a flexible schedule including evenings, weekends, and occasional holidays

· Available to work 15 hours per week including weekends

How To Apply:

Interested candidates should send a resume and letter of interest to . When applying, please include “Visitor Services Associate” in the subject line.

The ICA is located at 25 Harbor Shore Drive, Boston, and is accessible by public transportation Red and Silver Line.

The ICA is dedicated to building a culturally diverse and pluralistic workforce committed to working in a multicultural environment. Qualified candidates from groups historically underrepresented in the museum professions are strongly encouraged to apply.

The ICA is an Equal Opportunity Employer, committed to being a diverse and inclusive workplace. We are an EOE/AA employer dedicated to fair and inclusive employment practices for all individuals.

Apply by:
May 31, 2021
About this Organization: