Visitor Services Representative (FR/EN)

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 Representative 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 daily supervision by the Assistant Manager and Team Lead, the Visitor Services Representative plays a key role in providing a welcoming and engaging visitor experience. This position engages with visitors by actively connecting them to the Museum’s services, products, programs, and exhibitions which include the information desk, scanning stations, box office, and boutique. They will be responsible for providing information, facilitating smooth transactions, using available tools to support visitor engagement, and collecting and maintaining data that informs service improvements.

The incumbent will be a strong communicator, critical thinker, and collaborator who brings curiosity, empathy, and initiative to every interaction.

What you will do

• Contributes to a culture that promotes respect, equity, inclusion, and innovation, and models anti-racist and accountable behaviours.
• Acts as a Museum ambassador and engages with visitors in person , online or over the phone, using appropriate tools and resources to provide information about services, programs, and wayfinding.
• Maintains general knowledge of Museum exhibits, programming, and visitor-facing resources to enhance engagement and visitor satisfaction.
• Contributes to revenue generation by executing tactics and strategies developed by the leadership team.
• Helps visitors plan and personalize their experience by soliciting, documenting, and acting upon visitor feedback in an effort to continuously improve the visitor experience.
• Processes sales transactions for admissions, memberships, merchandise, and gift cards in person, online, and over the phone using Museum systems.
• Maintains knowledge of, and provides recommendations of retail products, Museum promotions, and programming and how retail offerings connect to human rights themes and Museum content 
• Supports membership-related tasks including sales, upselling, communicating benefits, and maintaining accurate data.
• Carries out data entry and data maintenance duties to ensure accurate visitor and transaction records.
• Performs other duties as assigned.

What we’re looking for

• High school diploma or equivalent plus a minimum of 1 year of experience working in customer service or a combination of education and related experience.
• Commitment to human rights principles, including respect, equity, inclusion and dignity for all.
• Ability to communicate proficiently in both official languages (French and English).
• Excellent communication skills including the ability to manage challenging dialogue and subject matter.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Available to work shifts (weekdays, weekends - Saturday and Sunday, evenings and general holidays). 

Desired Qualifications

• Ability to use Microsoft Office (Word, Excel, Outlook, Teams).
• Experience operating a POS (point of sale) system and/or an inventory management system.
• The ability to communicate in additional languages, spoken or visual (e.g., ASL or LSQ). 

Official Language Proficiency

Bilingual imperative

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

Conditions of Employment

• Security Screening Level – Reliability Status
• Child Abuse Registry Check

Other

• Flexible hours of work, including weekdays, weekends, evenings and holidays.
• Required to wear a Canadian Museum for Human Rights issued uniform.

• A considerable amount of standing is required or the ability to remain stationed in one location.
• Occasional heavy lifting required (up to 20 kilograms/ 44 pounds).

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.