Senior Visitor Services Representative

OUR MISSION & IMPACT 

Illinois Holocaust Museum & Education Center (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. Today, IHMEC is the third Holocaust museum in the world and second largest in the country, impacting hundreds of thousands of students, teachers, law enforcement and community members annually. As a world leader in connecting the history and lessons of the Holocaust, we inspire visitors to become Upstanders, who speak out for what’s right – turning powerful lessons of history into positive actions today.  

THE POSITION 

Position Title: Senior Visitor Services Representative  

Location:  Skokie, IL and Chicago, IL 

Reports To: Visitor Services Manager 

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 Visitor Services Representative mentors the Visitor Services team, setting a positive example in professionalism, customer service, and teamwork. They will play a significant role in training staff and as a subject matter expert, serving as a point of contact for support among the Visitor Services Representative team.  

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, ensuring a welcoming and informative experience.
• Process admission tickets, memberships, and merchandise sales.
• Execute opening and closing procedures, including parking sticker reconciliation. 
• Maintain a safe, clean, and organized front desk, lobby, and retail environment.
• Stay current on Museum exhibitions, events, and programming to accurately inform and guide visitors.
• Manage Visitor Services and Retail email accounts, ensuring timely and professional communication.
• Support cross-departmental collaboration to enhance the overall visitor experience. 

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.
• Track and report on product performance and visitor spending trends. 
• Support the online store by updating products, managing fulfillment, and maintaining accurate listings.
• Monitor and replenish printed materials and collateral for both Visitor Services and retail areas. 

To view the complete job description, click APPLY in the top right.