Guest Services Associate

About the Museum

We Love Picture Book Art! 

At a time when the world can feel divided and uncertain, picture book art offers us a reminder of what truly matters: the values of peace, love, and our shared humanity. Art—particularly picture book art—has a pivotal role in shaping young minds and fostering a world of hope.  

Cofounded by Eric and Barbara Carle in 2002 to celebrate the art of the picture book, we collect, preserve, and exhibit original picture book art and encourage guests of all ages to appreciate and foster the love of picture book art. 

Situated on 7.5 acres in Amherst, Massachusetts, The Carle houses a rich and deep collection of art, and illuminates its collection through exhibitions, education, programming, and art making—making it a critical resource for picture book artists and authors, and art-loving communities locally, nationally, and abroad. Since opening its doors more than 21 years ago, The Carle has welcomed more than one million visitors—plus more than four million additional museumgoers who have enjoyed its touring exhibitions around the world. (Read our Annual Reports to learn more).

How you will contribute

The guest services associate supports the Museum’s mission of inspiring a love of art and reading through picture books. You welcome guests at the admissions desk, in the galleries, Art Studio, and the Reading Library. You assist guests in-person and over the phone, answering questions and processing admissions, advance program tickets, and memberships. In addition, you provide gallery security; Art Studio staffing; operate AV equipment for film screenings or events; shelve, arrange, clean and organize books in the Reading Library; and assist with special events and library projects. 

You are part of a team of guest services associates and an assistant manager who work in shifts and report to the manager of operations.

Specifically, you will

• Demonstrate the highest level of customer service, remaining professional, personable, and engaging to all museum visitors and staff.
• Process cash and point of sale (POS) transactions and membership enrollment. Compile department deposits and reports, as needed.
• Greet guests; explain Museum exhibits, programs, and events to visitors; and assist visitors in navigating the museum. In addition, the guest services staff responds to patron concerns and questions, resolves general complaints from guests and members on site, and answers questions about exhibits and the Museum over the phone; arms and disarms Galleries; opens and closes Reading Library, Auditorium, Front Doors and Café.
• Clean and disinfect high-touch surfaces and materials, and interactive spaces; replenish stock of brochures and materials for visitors; and repopulate book exhibits and reshelve materials, as needed.
• As assigned during the day, the guest services associate monitors Galleries to ensure rules are being followed and artwork is protected, attends to Reading Library, provides daily story time and songs as needed, operates audio visual (AV) booth and equipment for film screenings or events, or assists education staff and librarian with library projects and art studio coverage.
• Troubleshoot POS and auditorium AV issues and communicate with IT and vendors, as needed.
• Stay abreast of current and upcoming exhibitions, films, educational programs, and marketing campaigns.
• Engage visitors in conversations about illustration techniques, styles, and formats and offer book referrals and references.

Your background and experience include

The Carle acknowledges that competitive candidates may not meet all the experience requirements 100%. We encourage you to apply if many of these job requirements describe you. The position does not require a background in children’s literature.

• A high school diploma or equivalent and previous experience working with the public and as part of a team.
• Enjoy working with visitors and can work confidently and calmly in a busy environment.
• Ability to work collaboratively with team members throughout the museum to provide our guests with a seamless customer experience.
• Punctual and reliable.
• Strong cash handling skills and basic math proficiency.
• Ability to make quick decisions and adapt to changing environments and priorities; responds quickly, calmly, and professionally to emergency situations; and take direction from supervisors and managers.
• Ability to take direction from supervisors and managers.
• Strong interpersonal skills including diplomacy and empathy; able to resolve conflicts and de-escalate disagreements with guests in person, over the phone, and online in a constructive manner.
• Cultural competency to collaborate and coordinate with individuals from diverse backgrounds.
• Ability to work weekends.
• CPR/First Aid certified a plus (training provided).
• Ability to safely lift up to 20 pounds unassisted.

Position and compensation details

• Starting pay is $17.50/hour.
• This position is approximately 15 hours a week and must include Saturdays and Sundays, additional shifts may be available on occasion.
• Benefits include accrued paid time off (sick, vacation, personal and holiday pay), a discount in the Bookshop, professional development opportunities including access to The Carle’s education workshops, plus free admission to many cultural institutions throughout New England.

Application timeline and process

Applications will be reviewed until the position is filled. To apply, complete our Employment Application. If you need an access accommodation, have a question regarding available accommodations, or if you need this application in an alternative format to successfully submit your candidacy, please contact hr@carlemuseum.org.

The Eric Carle Museum of Picture Book Art is an equal opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.