Location: San Francisco, CA Department: Customer Experience
Type: Full Time Min. Experience: Entry Level
JOB TITLE: Lead Community Experience Representative
STATUS: Regular, Full Time, 37.5 hrs/week (benefited)
SCHEDULE: Varies, Evenings and Weekends required
REPORTS TO: Manager of Experience
Yerba Buena Center for the Arts (YBCA) is San Francisco’s center for art and progress. Opened to the public in 1993, YBCA was founded as the cultural anchor of San Francisco’s Yerba Buena Gardens neighborhood. Our work spans the realms of contemporary art, performance, film, civic engagement, and public life. By centering artists as essential to social and cultural movement, YBCA is reimagining the role an arts institution can play in the community it serves. Our mission is to generate culture that moves people.
Mission: We generate culture that moves people.
Vision: A community that thrives on inspiration.
Values: The successful candidate will embody our organization’s core values.
- Abundance: We operate from a place of strength, with a spirit of empathy and generosity. Authentic Collaboration: We are engaged and interconnected. Personal Agency: We are empowered and accountable. Boldness: We create with courage and purpose
ABOUT THE ROLE
The Experience Lead builds on the Community Experience team’s commitment to creating a sense of community for everyone who visits YBCA, bringing that ethos throughout all of our spaces.
The Experience Lead is a people person, someone desirous of building relationships with everyone who comes through our doors (literally or virtually), whether they be the general public, community partners, artists, rental clients, or event guests.
The Experience Lead will assist the Manager of Community Experience in leading, growing and training a team of Community Experience Representatives to engage with community members who visit YBCA, to answer questions about the work, to listen to any concerns a visitor may have, and to share the story of YBCA writ large.
Whether engaging with a visitor around a work of art or other creative experience, supporting an artist around the Artist Power Center, or just welcoming someone to our space, the Experience Lead helps define YBCA’s particular brand of radical hospitality, where YBCA is more than a venue, but a creative home for community, where everyone’s voice is heard and matters.
PRIMARY RESPONSIBILITIES (60% of the time)
Community Experience Representative
- Proactively engage with YBCA on-site visitors, based on their needs, with an aim towards making people feel part of a home for them to express and experience artistic creativity. Provide effective customer service in-person, over the phone, and via email. Handle follow up with artists clients who contact the Artist Power Center on other YBCA initiatives, as well as transactions for admissions, event tickets, memberships, donations, exchanges, refunds and merchandise. Assist with entering and maintaining opportunities for the Artist Power Center. Build understanding and enthusiasm in all of the work of YBCA. by sharing YBCA's holistic story. Resolve customer services issues and/or elevate them to management when appropriate. Operate computer, printer, and telephone equipment used for transactions. Ensure visitor and Artist Power Center user data is entered into our database in an accurate and timely fashion. Provide event support and assistance to YBCA rental clients, as needed. Reconcile cash/checks and charges with ticket sales daily. Attend all staff and departmental meetings as required by management and participate in cross-departmental initiatives as required. Play a key role during the COVID-19 pandemic will be to help visitors follow health and safety guidelines and sanitation practices in our indoor and outdoor spaces. Other duties as assigned.
SECONDARY LEAD RESPONSIBILITIES - (40% of the time)
- Support in overseeing a team of Experience Representatives and additional staff who provide assistance in welcoming guests to YBCA. Support in overseeing the Experience team operating and maintaining the Artist Power Center. Support management of public communication channels such as YBCA’s public email inbox and managing customer service communications. Supporting and working with Organization wide Initiatives such as public communications and customer service related issues. Serve as a leading voice that ensures a positive customer experience during all phone calls and events, working closely with event producers to ensure strong accessibility and coordination, anticipating challenges and working to resolve them in real-time. Oversee the daily appearance of public spaces; coordinate with operations staff to ensure all public spaces are maintained appropriately. Support work with the Facilities and Security team to implement and conduct training. Support working collaboratively with other team leads, establish staffing plans for a wide variety of events. At times, collaborate with the Manager of Experience for training of the team. Light retail duties around merchandising, ordering, and inventory management. Leads and oversees daily management of public facing messaging.
- High school diploma or GED, or equivalent combination of education and experience. 2+ years’ experience as customer service lead or supervisor; experience in retail, box office, ticketing or similar point-of-sale position highly preferred. Familiarity with computerized ticketing systems (Tessitura, Eventbrite, Ticketmaster, etc). Excellent written, verbal and interpersonal communication skills. Strong teamwork orientation; able to work well with diverse staff, clients, and patrons. Thrives in a fast-paced, highly collaborative environment that values diversity, equity, inclusion, and access, and works effectively with people of varied backgrounds, experiences, points of view, and aspirations. Accuracy and integrity in handling financial transactions and large sums of money. Comfortable operating PC computer systems and software, telephones and office equipment. Ability to work variable schedules, including days, evenings, weekends, or holidays.
PTO, Holiday Pay, Medical, Dental, Vision, Flexible Spending Accounts, Group Life and AD&D Insurance, Long Term Disability Insurance, Voluntary Life and AD&D, Employee Assistance Program, Travel Assistance, paid time off to volunteer, and ability to participate in the 403(b) Retirement Plan with match.
EQUAL OPPORTUNITY EMPLOYER
Yerba Buena Center for the Arts (YBCA) is committed to diversity in its programming and in creating a work culture and environment that is reflective of San Francisco Bay Area demography. The Center encourages and actively recruits applicants representing dimensions of difference that include — but are not limited to — age, national origin, ethnicity, race, religion, ability, sexual orientation, gender or political affiliation.
YBCA will consider for employment all qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance (SF Police Code, Article 49).
HEALTH AND SAFETY
At YBCA, we continue to prioritize the health and wellbeing of our employees and candidates. All interviews will be conducted remotely via phone or video conference while YBCA complies with local and state health ordinances. Please note that this position may perform some work remotely and on site responsibilities.
Hello and thank you for taking the time to apply and let us know that you are interested in joining our team at YBCA. After you apply, you will receive a confirmation email to let you know that your resume has been received. Rest assured, a member of our recruiting team will personally review your application. If you are a potential match for one of our open positions, we will be in touch. If there is not a match right now, we will keep your resume on file for future opportunities. In the meantime, please connect with us on social media @ YBCA to learn more about us. Thank you for your time and we wish you the best on your job search.
Agencies and Recruiting Firms: Please note that we will only review applications submitted directly by candidates and do not accept resumes or pay fees to third parties. Any unsolicited resumes received will be considered the property of YBCA.