Visitor Services Systems Assistant

About the role

The Canadian Museum for Human Rights (CMHR) is centered around the idea that respect and understanding of human rights can serve as a positive force for change in the world. The Visitor Services Systems Assistant will support our collective efforts to build a workplace culture that is inclusive, equitable, innovative, and focused on inspiring action. 
 
Reporting to the Manager, Visitor Services, with the daily supervision of the Assistant Manager, Visitor Services, the Visitor Services Systems Assistant is responsible for supporting the daily maintenance and operational tasks of the Museum’s Point of Sale (POS) systems and assisting with the Museum’s call center system (ODCC). These systems support key functions, including the Museum’s membership program, ticket sales, education programs, and public programs and tours, as well as email and phone communications. This role ensures seamless operations by executing workflows and completing system-related administrative tasks while also contributing to visitor service communications. 
 
The incumbent will be detail-oriented, organized, and collaborative, bringing a solutions-focused approach to their work.

What you will do

• Contributes to a culture that promotes respect, equity, inclusion, and innovation, modeling anti-racist and accountable behaviors.
• Supports the maintenance of the department’s systems, including Tessitura and Counterpoint, as well as the call center system (ODCC).
• Maximizes system functionality in areas such as reporting dashboards, e-commerce, ticketing, and membership management.
• Assists with maintaining ODCC to support email and phone communications, responding to general inquiries about the Museum’s services, facilities, hours of operation, fees, and events, and triaging inquiries to appropriate departments or staff.
• Prepares correspondence and actions inquiries by phone or email, ensuring a high standard of communication and service in both official languages (written and oral).
• Assists with maintaining back-end system requirements in Tessitura, including workflows, data entry, and basic system configurations.
• Provides data entry, reporting, and other administrative support as required to maintain system accuracy and functionality.
• Works with Visitor Service Representatives, completes operational transactions, ticket sales, membership sales, and data maintenance.
• Collaborates with internal teams to provide relevant reporting and assists with troubleshooting basic system issues.
• Performs other related duties as assigned.

What we’re looking for

• Minimum of 1 year of experience in an administrative, customer service, or support role involving Point of Sale or Customer Relationship Management (CRM) systems (experience with Tessitura, Counterpoint, or ODCC is an asset). 
• Familiarity with workflows, data entry, and administrative tasks in a POS or CRM system. 
• Commitment to human rights principles, including respect, equity, inclusion and dignity for all. 
• Strong organizational skills and attention to detail. 
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint). 
• Strong communication skills, both oral and written, in both official languages (French and English). 
• Ability to work collaboratively within a team environment. 
• Proven ability to meet deadlines and manage priorities efficiently. 
• Strong customer service and problem-solving skills. 

Desired Qualifications

• Experience working in a museum or other cultural institution

Official Language Proficiency

• BBB – Written Comprehension (intermediate), Written Expression (intermediate) and Oral Proficiency (Intermediate) in French

Other

• The ability to remain seated for long periods of time, working on a computer
• Availability to work weekdays, weekends, evenings and general holidays

The Canadian Museum for Human Rights (CMHR) believes that a diversity of experiences and thought drives innovation and transformation. We are working towards building a workforce that is representative of the community in which we live and that we serve. We are committed to providing equal employment opportunities to all and encourage you to identify your employment equity status in your cover letter. The information you voluntarily disclose will be kept confidential and used solely for the purpose of increasing workforce diversity.

The CMHR is committed to developing a work environment and recruitment processes that are inclusive and barrier-free. Please advise the People and Culture representative if accommodation measures must be taken to enable you to apply and be assessed in a fair and equitable manner.

Intent / Result of process: An eligibility list of qualified candidates may be created as a result of this process. The list would have a retention schedule of six months.

If contacted about this job posting, please advise us if you require any accommodations regarding the interview process.