Museum of Ice Cream

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Visitor Service Coordinator

Corporate | New York, NY | Full Time

Job Description


Founded In 2016, Museum of Ice Cream builds one-of-a-kind, transportive experiences, using digital, environmental and product design in service of imagination, community, and human connection. With every space or item we create, we ignite creativity, protect inclusivity and inspire play, guided by an honest belief that anything is possible and ice cream has the power to change the world.


Museum of Ice Cream is actively seeking a creative, adaptable, self-driven Visitor Service Coordinator to join our growing team. As a Visitor Service Coordinator, your primary responsibility is turning future, past, or present MOIC visitors into lifelong, loyal fans of the MOIC Brand. You will be responsible for building community through communication across all MOIC channels. In this role, you will be our kind, generous, and human voice that monitors and reports on feedback, comments, online reviews and more. You are the direct form of communication between the outside world and MOIC. Some of your primary responsibilities will be answering emails, managing all online feedback forms such as Yelp/Trip Advisor, responding to comments and DMs on social, collaborating with our ticket partner and creating brand loyalty through personable dialogue with our visitors. You must be comfortable working with a collaborative, optimistic and imaginative team and be solutions oriented in a fast-paced environment.


  • Offer the highest level of personalized visitor experience while maintaining a positive, supportive, and kind attitude.

  • Respond to comments and customer queries promptly, across all channels (examples: Instagram, Twitter, Emails, Yelp, etc).

  • Coordinate with Marketing, PR, and Communications teams to ensure brand voice is consistent.

  • Liaise with Executive, Retail, and Social department to stay updated on new products and features.

  • Build relationships with visitors, potential ticket buyers, industry professionals, and journalists who reach out to MOIC Visitor Service.

  • Tackle day-to-day operational tasks such as allocating shipments, analyzing damages, and processing returns for e-commerce.

  • Communicate to MOIC Operations on all visitor concerns, complaints, and positive feedback.

  • Effectively communicate with visitors to ensure they know when follow-up will occur.

  • Manage and develop the creation and set up of the master data worksheet that includes, top customer complaints, recurring themes.

  • Act as an expert on the MOIC brand and on all MOIC products, including sharing personal experiences.


  • Have 1+ years of customer service/community management experience.

  • Possess strong organizational skills and a visitor-oriented approach.

  • Utilize excellent written communication and active listening skills.

  • Are solutions-oriented, and work well under pressure.

  • Spearhead change in the workplace.