Guest Experience Representative

Join A World Class Institution - Position Overview

The Abraham Lincoln Presidential Library and Museum (ALPLM) is hiring a Guest Experience Representative to enhance visitor engagement. This position REQUIRES DAILY IN-PERSON ATTENDANCE and works with the Guest Entry Manager to ensure patrons have a stellar ALPLM experience. The ideal candidate is passionate about interacting and communicating with people, enjoys being on their feet, and thrives in a fast-paced environment. We invite qualified applicants to apply for the position of Guest Experience Representative and help ALPLM continue to chronicle the life of one of our nation’s greatest Presidents and the history of Illinois.

Essential Functions

• Under general supervision serves as primary contact for visitors to the ALPLM.

• Responds to visitors’ questions in-person, and via phone and digital channels.

• Maintains electronic database of visitor information and runs admission/membership reports.

• Assists visitors throughout their visit.

• Provides clerical assistance.

• Assists guests at rental events and special programs hosted at ALPLM which may be outside of normal working hours.

• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to the completion of high school and one year of post-secondary (high school) coursework and one year of customer service experience OR proof of successful completion of high school and two years customer service experience.

Specialized Skills

• Requires one (1) year of experience working in a cultural institution (e.g., museum, historic site).

• Requires two (2) years of experience working with Customer Relationship Management (CRM) or Point of Sale (POS) systems.

• Requires two (2) years of experience answering patron/guest questions in-person or virtually.

• Requires one (1) year of experience working in a sales environment.

• Requires working knowledge of office methods and procedures, practices and work principles.

• Requires ability to organize, plan and schedule work: to stand for extended periods during the course of duties; to establish and maintain satisfactory working relationships with coworkers and the general public; and to work with the public for a majority of the day.

• Requires ability to speak and write effectively, receive, understand and follow verbal and/or written instructions; and evaluate facts, data and information logically to arrive at sound decisions/conclusions.

Preferred Qualifications

• Prefers one (1) year of experience working in a cultural institution (e.g., museum, historic site).

• Prefers two (2) years of experience working with Customer Relationship Management (CRM) or Point of Sale (POS) systems.

• Prefers two (2) years of experience answering patron/guest questions in-person or virtually.

• Prefers one (1) year of experience working in a sales environment.

• Prefers one (1) year of experience working in a theater or performance setting.

• Prefers working knowledge of office methods and procedures, practices and work principles.

• Prefers elementary knowledge of the functions, goals and objectives of the Abraham Lincoln Presidential Library and Museum.

• Prefers ability to organize, plan and schedule work: to stand for extended periods during the course of duties; to establish and maintain satisfactory working relationships with coworkers and the general public;

• and to work with the public for a majority of the day.

• Prefers ability to speak and write effectively, receive, understand and follow verbal and/or written instructions; and evaluate facts, data and information logically to arrive at sound decisions/conclusions.

• Prefers ability to speak a language other than English.

Conditions of Employment

• Requires the ability to pass a background check.

• Requires the ability to work at various times outside of normal office hours as needed.

• Requires ability to lift objects that may weight up to 10 pounds.

• Requires the ability to stand during the course of duties.

• Requires the ability to work with the public for a majority of the day.

The conditions of employment listed here are incorporated and related to any of the job duties as outlined in the job description.

About the Agency

The ALPLM is passionate in or mission to inspire civic engagement through the diverse lens of Illinois history and sharing with the world the life and legacy of Abraham Lincoln.  As caretakers of a one-of-a-kind collection of artifacts, we consider our work to learn, teach and share history a great honor. The people of the ALPLM strive to employ innovate approaches to create a positive impact for the future, as it can be inspired by the past.  As preservationists of Illinois' diverse history, we strive to build, maintain, and make accessible a growing record of history for today's inquisitive explorers as well as those who shall, in the future, rely on our efforts.  Our learning-centered agency insists on the values of honesty and integrity, intentional leadership, equitable collaboration and transparent accountability.  The ALPLM boasts pristine facilities, a creative environment, and a professional staff with a variety of backgrounds and talents.

As a State of Illinois employee, you will receive a robust benefits package that includes the following:

* A Pension Program

* Competitive Group Insurance Benefits including Health, Life, Dental and Vision insurance

* 12 Paid Sick Days annually (Sick days carry over from year to year)

* 13 paid holidays annually - 14 on even numbered years

* 12 weeks paid maternity / paternity leave

* Deferred Compensation Program  - A Supplemental retirement plan

* Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP) Dependent Care Assistance Plan (DCAP) and more

For more information about our benefits please follow this link https//www2.illinois.gov/coms/benefits/pages/default.aspx