Visitor services coordinator

Passionate about the arts? Looking for a new challenge and the opportunity to make a difference in your community? We’re looking for creative, motivated people like you!

Over the past 20 years, Pittsburgh Glass Center (PGC) has grown to be one of the premiere glass facilities in the U.S, a vibrant contributor to Pittsburgh’s thriving cultural landscape, and an integral member of the East End neighborhood.

The Visitor Services Coordinator (VSC) plays a central role in connecting visitors to experience everything PGC has to offer. This visitor-facing role requires strong interpersonal communication skills. The VSC is responsible for supervising and training the VS team, coordinating day-to-day operations, supporting excellent customer service standards, and working collaboratively across departments to ensure a smooth and welcoming environment for all visitors.

The Visitor Services Coordinator:

• Sets the tone for warm, welcoming, knowledgeable and enthusiastic customer service.
• Reports to Retail Manager and Registrar . With the support of this supervisory team, the Visitor Services Coordinator maintains high standards for customer service and delivers ongoing training to VS Staff to enhance visitor relationships, engage future participants, and develop sales techniques.
• Follows through in daily administrative tasks to link visitors with PGC offerings through class registration, policies, and accessibility requests.
• Maintains strong awareness of all scheduled public and private activities, classes, and events and anticipates VS team scheduling needs by staying well-versed in the calendar and planning ahead.
• Models professional, direct email communication and provides guidance to VS staff on communication best practices.
• Acts as liaison between Directors , Studio Heads , Managers , other Coordinators , and VS staff to develop and implement policies, customer service standards, and operational best practices.

Essential Duties and Responsibilities

• Oversees all on-site customer service functions (in-person visits, phone, email/website) and maintains high standards of prompt, kind, and clear communication.
• Supervises and trains members of the VS team (full and part time Admin Assistants), providing clear expectations and accountability. As coordinator of this team, ensures timely, high-quality execution of tasks (communication, registration, retail, shipping), while tracking progress, and ensuring timely follow-through.
• Creates and manages front desk coverage schedules, including last-minute replacements, events, seasonal demands, and PTO requests.
• Actively participates in daily front desk coverage. Maintains at least half of scheduled hours in a visitor-facing role, including availability on evenings & weekends (20 hrs/week).
• Initiates check-ins with key departments (Programming, Marketing, Registrar, Studio, Retail, etc.) to align expectations, share updates, and problem-solve collaboratively.
• Delegates all aspects of the outgoing & incoming mail process, including but not limited to workshop item shipping (paperwork, invoice, labeling, and coordinating pickups).
• Other administrative duties as requested by staff.

Knowledge, Skills and Abilities

Top organizational, time management and interpersonal skills are required to operate at a fast pace and handle frequent interruptions. The VSC must be reliable, flexible, able to multitask and handle special requests as they arrive, and impart these skills to their team. Experience with scheduling and managing a team, while modeling engaging & warm customer service, is a must. Excellent written and verbal communication is key for coordinating with internal staff and interfacing with external visitors. Knowledge of Office 365, and Google Drive, including use of spreadsheets and general database/CRM experience are helpful, though training in this skill set is available. Patience, a cheerful disposition, accuracy and attention to detail, and excellent customer relations are necessary to succeed in this position.

Education/Experience Requirements

• 1+ year Supervisory experience in a retail, front-of-house service or front desk environment
• 2+ years overall experience in a visitor-facing role
• HS Diploma or GED

Not sure you meet all our expectations? Don’t think of this job description as a mandatory,

comprehensive list. If you believe that you could excel in this role, we encourage you to apply. Whether you’re new to arts and culture administration, returning to work after a gap in employment, or simply looking to transition, we would love to hear from you. Use your cover letter to tell us about your interest in the arts and what you could bring to this role.

Other Requirements

Flexibility to work evenings and weekends as needed.

Physical Demands

• The physical demands described below are essential functions of this position. Reasonable accommodation may be used to enable individuals with disabilities to perform the essential functions. The work environment characteristics are representative of those an employee encounters in a retail environment, which occasionally holds high levels of noise and customer traffic.
• Frequently moves glass items and/or packages weighing up to 50 pounds for various needs – Carts are available to facilitate item transport.
• Occasionally ascends and descends a ladder to retrieve and put away items such as glass art pieces, gallery boxes, and shipping materials. Most items are less than 5 pounds but may weigh as much as 25 pounds.
• Traverses the building on concrete floors.
• Communicates information and ideas so others will understand via email, phone, and in-person.
• Frequently utilizes technology including a desktop computer, iPad, and barcode scanner.
• Must be able to remain in a stationary position 50% of the time.

Salary & Benefits

This is a salaried full-time position. Salary is $36,000. Additional benefits include health, dental, and vision insurance, paid vacation, sick time, and complimentary classes at PGC. PGC also contributes to an employer-matched Simple IRA for employees after they’ve been on staff for one year.

Diversity Statement

PGC is an Equal Opportunity Employer and is dedicated to the goal of building a culturally diverse staff that is committed to teaching and working in a multicultural environment. PGC does not discriminate against individuals on the basis of race, color, sex, sexual orientation, gender identity, religion, disability, age, veteran status, ancestry, or national or ethnic origin in the administration of its educational policies, admissions policies, employment policies, scholarship programs, and other PGC-administered programs and activities. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.

Reasonable Accommodations

Pittsburgh Glass Center is committed to accessibility, diversity, equity, and inclusion in all aspects of the hiring process. If you have a disability and would like to request a reasonable accommodation, or have feedback for how Pittsburgh Glass Center can make our hiring process more accessible for neurodivergent people, people with disabilities, and diverse communities, please contact Director of Equity and Belonging Rachel Hopkins ([email protected]).

To Apply

Required Materials:

• Resume
• Cover letter or introductory email explaining your interest in this position at Pittsburgh Glass Center

All inquiries and resumes should be sent via email to [email protected] with “Visitor Services Coordinator Application” in the subject line, and applications will be reviewed until the position is filled.

The desired start date is mid-October 2025, but we will be flexible for the right candidate.