Guest Services Coordinator

About the Museum

We Love Picture Book Art! 

Founded by Eric and Barbara Carle in 2002, The Eric Carle Museum of Picture Book Art is the international champion of picture book art.

Situated on 7.5 acres in Amherst, Massachusetts, The Carle houses a rich and deep collection of art of more than 30,000 works of art from more than 300 picture book artists, including Eric Carle (The Very Hungry Caterpillar), 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. The Carle’s mission is to elevate picture book art and inspire a love of art and art creation. Since opening its doors more than 20 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.

How you will contribute

Reporting to the Operations Manager, the Guest Services Coordinator plays a supportive role in the quality, consistency, and breadth of the guest experience. The Guest Services Coordinator provides day to day leadership and operational coordination for Guest Services and serves as the senior Guest Services staff member on duty when assigned. Ensuring the delivery of high-quality customer service and smooth day-to-day operations of the Front Desk, Galleries and Reading Library.  

Specifically, you will

• Complete all the duties of the Guest Services Associates
• Set the example for all Guest Services Staff by following all Guest Services guidelines and procedures and modeling professional behavior.
• Provide regular assistance to museum guests and calmly address escalated concerns and emergencies.
• Assume a “Manager on Duty” role as assigned. Acting as a point of contact for staff should any guest concerns, emergencies, or unexpected problems arise and escalating to Operations Manager as needed.
• Assist in the training and oversite of Guest Services Associates, volunteers and work study students.
• Assist Operations Manager in establishing staffing coverage for Guest Services and Reading Library. 
• Accurate cash handling and processing of POS transactions, coupons, and membership enrollment. Balance cash drawers at start and end of shifts and follow daily cash out procedures. Compile department deposit.   
• Ensure Guest Services Team receives accurate and timely information regarding Museum events, news, and procedures. 
• Oversee Front of House to ensure standards of appearance are met at all times. 
• Assist in the maintenance of ticketing hardware and software. 
• Assist in the preparation of attendance reports and ensure accuracy of membership records. 
• Assist in the coordination and maintenance of A/V for internally produced programming and facility rental including assisting in training staff in the use of the A/V equipment.
• Assist with set up and breakdown of programs and events.
• Create daily film schedule and daily museum event signage.
• Participate in coverage for Simmons University classes as assigned.
• Assist in responding to customer service inquiries.
• Assist with general maintenance issues if they arise.
• Assist with staffing needs for events as assigned.
• Assist in updating Emergency Preparedness materials as needed. 
• Other duties as assigned. 

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 or fine art.

• One (1) to 2 years of experience in Customer Service. One (1) year of supervisory experience preferred. Experience in a nonprofit or arts environment is preferred.
• Ability to manage multiple projects and work both independently and collaboratively.
• Good common sense and the ability to be a calming influence.
• Ability to make quick decisions and adapt to changing environments and priorities; responds quickly, calmly, and professionally to emergency situations.
• Enjoys interacting with visitors, has strong customer service skills, communication skills, and attention to detail.  
• Excellent communication skills, both written and verbal.
• Strong interpersonal skills including diplomacy and empathy; able to resolve conflicts and de-escalate disagreements with guests and staff in person, over the phone, and online in a constructive manner.
• Works confidently and calmly in a busy environment.
• Supervisory and team building knowledge and skills. 
• Ability to take direction from supervisors and managers.
• Ability to work weekends. 
• Punctual and reliable.
• Strong cash handling skills and basic math proficiency.
• CPR/First Aid certified required (training provided).
• Cultural competency to collaborate and coordinate with individuals from diverse backgrounds.
• Basic MS Office skills. 
• Comfortable using a variety of technology systems. 
• Experience with POS software and systems. 
• Experience with A/V equipment desired.

Position and compensation details

• This position is full-time, non-exempt (hourly) with benefits, and averages 30 hours per week.
• The hourly salary range for this position is $23.50-$26/hr.
• Benefits include: accrued paid time off (sick, vacation, personal, holiday), medical and dental insurance, long term disability, flexible spending account, contributions to a retirement account after one year of employment, discount to Museum shop and programs, plus free admission to many cultural institutions throughout New England.
• The work schedule is currently Wednesday through Saturday and occasional evenings.

Application timeline and process

For priority consideration apply by September 14, 2026. Applications received after that are not guaranteed to be included for consideration of this position but may 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.