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Visitor and Research Experience Associate

Overview
The Visitor and Research Experience team is responsible for a variety of patron-facing functions at The New York Public Library’s Stephen A. Schwarzman Building (SASB), including exhibition flow, visitor center management, the visitor volunteer program, and Rose Main Reading Room monitoring and tours. Together, these service points provide a welcoming, engaging, and ongoing experience for all visitors, such as researchers, casual readers, tourists, event attendees, and patrons of the retail shop and cafe.

The Visitor and Research Experience Associate is a world-class service professional who strives to provide personalized, proactive, comprehensive service to all library patrons. Prizing creative and efficient solutions, Associates not only find paths to solve service issues, but also serve as guides on the innumerable journeys patrons embark on at The New York Public Library (NYPL). The Associate interacts with visitors to help manage the flow of incoming traffic to exhibitions and the Visitor Center, ensures visitors are presented with the many opportunities to experience the Library in the exhibitions, gift shop, or guided tours, and helps ensure an optimum research environment for Library patrons.

Responsibilities
Reporting to the Assistant Manager, Visitor and Research Experience, the Visitor and Research Experience Associate will:

Project a positive and courteous attitude and provide exceptional public service and assistance to researchers and general public visitors of NYPL
Promote NYPL resources and programs with a focus on highlighting NYPL exhibitions, Visitor Center, and tours
Conduct visitor check-in at exhibitions
Work with colleagues to ensure the Bill Blass Public Catalog Room and Rose Main Reading Room maintain an environment conducive to research and public services
Provide information about essential library services and materials
Provide queue management as necessary
Stock, distribute, and trouble shoot essential visitor materials including but not limited to maps, exhibition brochures, and audio guides
Perform additional duties as assigned

Required Education, Experience & Skills

Required Education & Certifications

High School Diploma required

Required Experience

Experience with frontline service
Experience with large, diverse teams
Experience with deescalation and troubleshooting complex service situations

Required Skills

Strong interpersonal and communication skills
Strong problem-solving skills
Demonstrated ability to work as part of a team
Demonstrated reliability and professionalism
Ability to maintain positive customer service demeanor

More...

Core Values
All team members are expected and encouraged to embody the NYPL Core Values:

Be Helpful to patrons and colleagues
Be Resourceful in solving problems
Be Curious in all aspects of your work
Be Welcoming and Inclusive

Work Environment

Public Library Setting

Physical Duties

Moving book trucks
Lifting boxes and materials up to 25 lbs
May require travel within NYC
Requires alternating between stationary and frequent movement during an 8-hour shift

Pre-Placement Physical Required?

Union/Non Union

Non-Union

FLSA Status

Non-Exempt

Schedule

This is a part time position with a 21-28 hour work week. The Stephen A. Schwarzman Building is open to the public 7 days a week from between 10am and 8pm. Availability during hours of operation including weekends and evenings required.

This job description represents the types and levels of responsibilities that will be required of the position and shall not be construed as a declaration of all of the specific duties and responsibilities for the role. Job duties may change if Library priorities change. Employees may be directed to perform job-related tasks other than those specifically presented in this description as needed.

The New York Public Library Salary Statement

At the Library, we believe that pay transparency and pay equity are important to ensuring we source the best candidates and keep the best employees. When making a determination as to the appropriate salary for a candidate, we consider a variety of factors such, including, but not limited to, the position requirements, the skills, prior experience, and educational background required or preferred for the job, the scope and impact of the role within the organization, internal peer equity, and the candidate's specific training, experience, education level, and skills. No single factor is conclusive; the Library reserves the right to consider any and all relevant factors and make a decision consistent with its policies.

About The New York Public Library

The New York Public Library is a free provider of education and information for the people of New York and beyond. With 92 locations—including research and branch libraries—throughout the Bronx, Manhattan, and Staten Island, the Library offers free materials, computer access, classes, exhibitions, programming and more to everyone from toddlers to scholars, and has seen record numbers of attendance and circulation in recent years. The New York Public Library serves more than 18 million patrons who come through its doors annually and millions more around the globe who use its resources at www.nypl.org.

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