Community Experience Representative

Title: Community Experience Representative

Department: Customer Experience

Reports to: Senior Manager of Community Experience

Status: Regular, Full-Time, Non-Exempt

Schedule: FT, 37.5 hours a week, schedule Wed. - Sun., includes some evenings, weekends and holidays

Compensation: $27.81/hour

About Yerba Buena Center for the Arts

For three decades, Yerba Buena Center for the Arts (YBCA) has been a dynamic hub for contemporary art in San Francisco's downtown community. We showcase innovative and thought-provoking work across visual arts, performing arts, film, and more, bringing together artists, audiences, and perspectives under one roof.

YBCA is a catalyst for conversations around critical social and cultural questions, using art as a medium for dialogue. We support artists who push boundaries, challenge conventions, and spark experimentation and innovation in the arts.

YBCA Mission, Vision, Values

Mission: To be a gathering space for creative expression that fosters meaningful connection for all.

Vision: To be a catalyst of creative exploration, expression, and innovation that empowers artists, inspires community, and drives lasting social change.

Values:

• Belonging – The arts are for everyone.
• Inclusive Collaboration – We are stronger together.
• Optimism – Art has the power to inspire change.
• Curiosity – Learning is at the center of artistic expression.

About the Role

Join us at Yerba Buena Center for the Arts (YBCA) as a Community Experience Representative, where you'll play a crucial role in fostering meaningful connections and enriching the overall experience for our diverse community. As the face of YBCA, you will be the bridge between our organization and the community, ensuring that every visitor feels welcome, engaged, and inspired by the transformative power of the arts.

The Community Experience Representative plays a critical part in delivering world-class customer service on-site at YBCA. The team interacts with a broad range of people daily, including visitors, special event guests, YBCA collaborators, venue rental clients, and more. In addition to providing customer service to all guests, this position is accountable for processing admissions, events tickets, memberships, donations, and merchandise. This position requires a strong attention to detail and exceptional interpersonal communication skills.

Top Priorities

• Gain a deep understanding of YBCA’s mission, vision, and values and its role within the community.
• Familiarize yourself with the current and upcoming exhibitions, events and community programs.
• Continually elevate the overall visitor experience, ensuring each interaction is positive and memorable.
• Master the ticketing and POS systems, ensuring seamless transactions for visitors.
• Support the collection of visitor feedback.

Primary Responsibilities

• Customer Service:
  • Uphold a high standard of customer service, ensuring that all visitors have a positive and memorable experience at YBCA.
  • Address inquiries, concerns, or feedback with professionalism and a commitment to resolving issues promptly.
  • Proactively anticipate and meet the needs of visitors to enhance their overall satisfaction.
• Visitor Engagement:
  • Greet and assist visitors with warmth and enthusiasm, creating a positive and inclusive environment.
  • Provide information about YBCA's exhibitions, programs, and events to enhance visitor experience.
  • Suggest events, programs, and membership offerings to visitors, based on their interests.
  • Foster a sense of community by actively engaging with visitors, answering questions, and offering assistance.
  • Demonstrate a well-rounded understanding of YBCA’s mission, vision and brand.
• Ticket Sales and Merchandise:
  • Sell tickets to YBCA's exhibitions and public events, ensuring a smooth and efficient transaction process.
  • Promote and sell memberships to visitors, highlighting the benefits and value of supporting YBCA.
  • Handle transactions for branded merchandise, providing information on products and promoting their connection to YBCA's mission.
  • Manage ticketing links, ensuring accurate and accessible online ticket purchasing options for events and exhibitions.
  • Formulating and generating detailed reports encompassing diverse aspects of the operational landscape, providing invaluable insights for strategic decision-making.
  • Manage Point of Sale (POS) systems, guaranteeing the functionality and accuracy of transactions for both ticket sales and merchandise.
  • Reconcile cash/checks and charges with ticket and merchandise sales daily.
• Event Support:
  • Assist in the coordination and execution of events, ensuring a seamless and enjoyable experience for attendees.
  • Collaborate with internal teams to facilitate community-focused programs and initiatives.
• Communication and Outreach:
  • Act as a liaison between YBCA and the community, promoting our mission and values.
• Problem Resolution:
  • Address visitor concerns or issues promptly and professionally, working towards effective resolutions.
• Data Collection:
  • Gather visitor feedback and insights to contribute to the continuous improvement of our community engagement strategies.
  • Navigating and overseeing intricate data processes, including but not limited to data merges and sophisticated data housekeeping, to maintain a robust and streamlined data infrastructure.
  • Ensure visitor data is entered into our database in an accurate and timely fashion
• General Administrative:
  • Attend all staff and departmental meetings as required by management and participate in cross-departmental initiatives as required.
  • Provide administrative support to various departments within YBCA, including data entry, filing, and maintaining organized records.
  • Handle incoming calls, emails, and inquiries, directing them to the appropriate contacts within the organization.
  • Operate computer, printer, and telephone equipment used for transactions.
  • Other duties as assigned.

Qualifications, Education, Training, and Certifications

• High school diploma or GED required.
• Minimum of 2 years experience in customer service environments such a retail, box office, ticketing or similar point-of-sale position highly preferred.
• Additional education or coursework in arts, hospitality, or a related field is a plus.
• Excellent interpersonal skills with a passion for community engagement.
• Ability to work in a fast-paced, dynamic environment while maintaining a positive attitude.
• Strong communication skills, both written and verbal.
• Familiarity with computerized ticketing systems (Veevart, Tessitura, Eventbrite, Ticketmaster, etc).
• Strong teamwork orientation; able to work well with diverse staff, clients, and patrons.
• Training in customer service, event coordination, or community engagement is preferred.
• 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
• Strong analytical and problem solving skills to address challenges and find effective solutions.
• Excellent organizational skills, along with demonstrated success with managing multiple tasks and deadlines.
• A “get it done” spirit and creative problem solver at heart.
• Flexibility to adapt to changing priorities and new responsibilities within a growing program; willingness to handle projects outside of standard responsibilities, as needed.
• Any relevant certifications in customer service or community engagement would be advantageous.

Who Should Apply?

Research shows that many candidates—especially those from communities most affected by inequities—apply only if they meet 100% of the qualifications. At YBCA, no one meets 100%.

If much of this role resonates with you, we encourage you to apply. We are interested in building a mission-driven, collaborative, and curious team, not in checking every box. We are seeking applicants who are:

• Enthusiastic Community Connectors: A genuine enthusiasm for engaging with people is essential.
• Customer Service Champions: Those who excel in providing exceptional customer service, ensuring that every visitor has a positive and memorable experience at YBCA.
• Arts & Culture Enthusiasts: People with a genuine interest in the arts and culture, who are excited about sharing information on exhibitions, events, and community programs.
• Problem Solvers: The ability to handle challenges with a positive attitude is essential.

If much of this describes you, we encourage you to apply.

Compensation and Benefits

The salary for this position is $27.81/hour and includes a competitive benefits package.

• PTO & Holiday Pay
• Medical, Dental, Vision coverage
• Flexible Spending Accounts (Medical & Parking/Commuter)
• 403(b) Retirement Plan with employer match
• Group Life and AD&D Insurance
• Long Term Disability Insurance
• Voluntary Life and AD&D
• Employee Assistance Program (EAP)
• Reciprocal entry to participating Bay Area and North American museums (NARM)

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).

Accommodations

YBCA is committed to providing access and reasonable accommodations for individuals with disabilities in all aspects of the employment process. To request an accommodation at any stage of the application or hiring process, please contact accommodations@ybca.org with the subject line “Accommodations Request.”

Health and Safety

At YBCA, we continue to prioritize the health and well-being of our community. Our current COVID-19 health and safety protocols meet or exceed local, state, and federal public health requirements.

Application Status

Thank you for your interest in joining the YBCA team! After you apply, you’ll receive a confirmation email letting you know we’ve received your resume. Our recruiting team will review your application and reach out if your experience matches an open role.

We also invite you to upload your resume and join the YBCA Talent Community to stay connected and be considered for future opportunities as they become available. We wish you the best of luck in 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.

The salary for this position is $27.81/hour and includes a competitive benefits package.

• PTO & Holiday Pay
• Medical, Dental, Vision coverage
• Flexible Spending Accounts (Medical & Parking/Commuter)
• 403(b) Retirement Plan with employer match
• Group Life and AD&D Insurance
• Long Term Disability Insurance
• Voluntary Life and AD&D
• Employee Assistance Program (EAP)
• Reciprocal entry to participating Bay Area and North American museums (NARM)